we are a VERY small outfit folks, under 1k subs. These things SHOULD not be an issue, the "schedulers" share a last name with ownership, need I say more? We only allot tuesday and thursday for installs/service calls. Outages get priority on any day, but for the last many many years, its been very freaking simple, schedule it on the next available slot on tuesday or thruday to get that slot alloted, VERIFY contact info and availability and Tech will get to it sooner if they can.
Instead, they dont allot the existing slot, they create a ticket, which half the time doesnt even get turned over to the tech side and say theyll get back with them, which they wont. Installs and upgrades, apparently, nobody is available ever on the tuesday/thursday allotment. ever. Which kinds of screws us on scheduling infrastructure stuff..... kind of important shit. Realistically all I want from customer service is, availability of customer and up to date contact infor, the latter being the most lucrative piece of property. Nothing pisses me off more than an out of service number for a customer we already talked to. To rephrase, I guess, Is it a fair thing to ask of outsourced call centers to verify contact info and availability? On Sun, May 15, 2016 at 9:31 PM, Chuck McCown <ch...@wbmfg.com> wrote: > You can’t have them do the actual scheduling. Just FIFO reservation list > but in a small operation, if you don’t have a dispatcher or scheduler, you > better let the tech see the list and make their own appointments. Perhaps > last half hour in each day for the next day or something like that. > > *From:* That One Guy /sarcasm <thatoneguyst...@gmail.com> > *Sent:* Sunday, May 15, 2016 8:29 PM > *To:* af@afmug.com > *Subject:* [AFMUG] outsourced customer service and scheduling > > Those of you using an "answering service" How are they with scheduling? > our system, Powercode, for now, does have a decent drive time calculator. > We have specific install/service days and specific infrastructure days. Our > custumer service could fuck up a wet dream to say the least, theyll send a > guy 30 miles south of the office, 40 miles nort, then 30 miles south, > regularly. Now I understand, a service isnt going to call a scheduled > customer to bump them, but do they normally have basic common sense? > Losing our 12 dollar guy is still saving us to have about 10 full crew > contractor days and a full time 24/7 service. Its a hell of a deal, > assuming the contracted phones have common sense. Id personally prefer all > scheduling be done by our tech, the same way it would be with an > independents, where he would call the customer and adjust as needed. > > is scheduling an issue with outsourced phones? > > -- > If you only see yourself as part of the team but you don't see your team > as part of yourself you have already failed as part of the team. > -- If you only see yourself as part of the team but you don't see your team as part of yourself you have already failed as part of the team.
