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As I'm on nights this week I've missed all the discussion about
this issue, so this is probably covering old ground and things
that have already been worked out. I am not offering any
alternatives, just trying to understand what's happening.
1) I heard that "we weren't going to meet the live call handling
goal". What were the figures ?? As the phones only changed
within the last few days, is that long enough to draw
conclusions ?
2) Why didn't having one line for all calls work ?
3) What other alternatives were discussed before coming to the
plan in .0 ?
4) What are we trying to achieve here ?? Are we attempting to
bend the stats or to increase customer satisfaction. Can
someone find out EXACTLY what questions 1 and 3 are in the
SQR FY94 (see the goal sheets item #1) coz those are goals
that we actually being masured against.
Commenting on .0 .......
>> 1. The selected persons will still diagnose calls, but not to
>> the point where that diagnosis in any way prevents them being
>> able to take live calls. eg. Background bugcheck or error
>> analysis might be possible.
?? Cut off point ?? While these selected persons are talking to
the customer and deciding how far to go with the diagnosis,
who is taking the live calls ?? And while they're calling the
customer to discuss the "background bugcheck", who is taking the
live calls ??
>> 2. When already working on a call, they will make a decision on
>> any new call, as to which one to pass to a colleague. Where
>> possible this should be on a skills basis first, then by
>> whoever is free to take the call.
?? Are they going to attempt to pass the customer live or tell the
the customer that we'll call them back. If the latter is the
case is this progress or stats manipulation ??
>> 5. Any person, not otherwise busy, can and should at any time,
>> be ready to take live calls, especially at busy times.
?? Thats pretty radical, maybe we could try that all the time.
>> 6. Remember that "Live Call handling" does not necessarily
>> imply "Live Diagnosis". There may be cases where the customer
>> may ask for this to be done later, or the nature of the call
>> may dictate this.
If Live call handling doesn't mean live diagnosis, why not
get all the calls taken live by someone non-tech (Angie ??)
who will accept the NICE call live, tell the customer that
we'll call them back and then stick it in the queue ;-)
If I was a customer I'm not sure I'd be happy with a kind of
"... I will spend two minutes diagnosing and if I'm not getting
anywhere, then someone will call you back and spend time asking
you the questions I have already asked you"
I love playing the stats game, it's so flexible, you can
achieve any result you want, sometimes even get conflicting
results at the same time.
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As I've already spoken to Dave on the points that he raised, I'll
reply here, but that doesn't stop anyone else commenting as well.
Remember, this was an attempt to provide a "Band-Aid" fix to a
problem that was seen to need fairly urgent action. Nobody has
said it is right, or the best answer, it's just a trial to see if
it meets the requirements. With constructive comments and
suggestions, we can improve it and maybe even get it right.
So to Dave's points;
No figures were available. By the time they were, it might be too
late. Even though these were not specific to the bonus, it was
felt that we should take steps to avoid the possibility that a goal
might not be met.
The one phone line might work, this augments that idea, for
reasons as above. Response are now aware that there is a 99%
possibility that the hunt line will be answered, rather than
the much lower possibility that previously existed.
No other alternatives were proposed during the discussion, which
although relatively brief, had general agreement of those here.
There were two goals, customer satisfaction plus an attempt to
prevent the loss of a bonus.
Re comments:
The one criteria for doing the diagnosis yourself on a live call
is "Will my work on this call, impact my ability to handle calls
live ??" If the answer is no, then go ahead.
There are two issues here that we do not want to see.
(a) The live call handler just farming calls to the rest of the
group, after just a quick chat with the customer.
(b) Customers being handled live, and then having their calls
queued as before.
We want the customer to see something by way of progress, in that
once he has actually got his call logged by Response, he then gets
to speak to an engineer straight away, to have his problem
discussed, up to the point that diagnosis can begin.
The live call handler must make a decision;
(i) Should he discuss the problem with the customer and make the
diagnosis himself ??
(ii) Should he discuss with the customer, then have a colleague do
the diagnosis ??
(iii) Should he pass the customer 'live' to a colleague, to discuss
and diagnose ??
Whichever option is chosen, we get away from the old scenario,
where the customer waits to log his call with response, then is
told that his call will be queued and he will be called back
sometime later. One small step - maybe - but progress all the
same.
Also, because the customer will be spoken to live, by an engineer,
we should see the demise of the "P1-Call - PANIC" situation.
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| One of my actions, from the Unit Meeting held last Friday, was to
organise a call tracking logging system to track requests, logged by
response, but not passed LIVE to the systems queue. I've configured a
command procedure but I decided I didn't want my account filled up with
mails so I have requested a mail account from IS. As soon as this has
been setup Shane, Paul, Brian Anthony & myself will have access to it.
I will give details on how we identify & log LIVE calls not passed to
the SYSTEMS group shortly.
Watch this space...
Norm
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| Chaps,
In order to track, when a request is routed to SYSTEMS queue without
the phone ringing or not ringing long enough (2 rings), I have written a
command procedure. To invoke it type @RDC$COMMON:LIVE.COM. or add the
following to your LOGIN.COM and just type LIVE
$ LIVE :== "@rdc$common:live.com"
It will mail you & Shane the details, when IS have sorted out a new
account the mail will goto a dedicated mail account.
Any problem let me know
Norm
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