we have fought this battle a bit too - - change is nearly impossible. once
something has "worked" why bother to change it...
people who facebook in, email in, etc, still get a call from the office to
verify availability (unless they can verify with me over email or facebook) -
once i can confirm an appt time i'll schedule it.
i have always wanted the tech to call when in route - they seemingly never do.
we oftentimes hear from the customer wanting to know where the tech is when the
allocated window hasn't expired...generally by the time we call them back the
tech is there...
----- Original Message -----
From: That One Guy /sarcasm
To: af@afmug.com
Sent: Sunday, May 15, 2016 9:58 PM
Subject: Re: [AFMUG] outsourced customer service and scheduling
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
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.
