In a 2 guy (me and the goat) operation such as we are. then probably if a call center were involved, leaving everything as a float with notice tuesday and thursday are the only guaranteed available days/ then somebody, me or the goat, would finalize with the customer?
Note this question is important, it caveats with I will be telling bossman, the AMFUG guys said!!. On Sun, May 15, 2016 at 10:18 PM, Chuck McCown <ch...@wbmfg.com> wrote: > I agree, it is most certainly fair to ask the call center to verify info > and availability. Get as much as you can. But a bit impractical for them > to actually schedule. > > *From:* That One Guy /sarcasm <thatoneguyst...@gmail.com> > *Sent:* Sunday, May 15, 2016 8:58 PM > *To:* af@afmug.com > *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 <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. > -- 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.
