the new customer experience

[peppapig]

We had two guys in from Bolton showing us the new way of how a callers office should work and we have been picked as a trial office, it the becomes national in April. All callers offices have a computer and all items that are shut noticed are logged onto the system and given a number, so when a customer comes in you type the name, house number and postcode in and it flags up a number where the item is in the p739 room, eventully all items will have a seperate barcode and all will be scanned with a pda and this info is sent to customer services so if a customer calls for a redel or enquiry instead of the call coming to the do it goes staright to cust serv, when it becomes national, what i dont get is at present the callers office is a one man job in our office, but i think it then becomes a 2 man job as the inputting of the info of pkts etc is time consumming, and cant do 2 things at once, has any other office got this system and does it work better than the old way? and how many work at your callers office? any help/advice would be appreciated, thanks

[adb2aber]

SN MC has a single person in the callers office. It does have a computer system for logging items however it takes so long to use that a quick hunt through the items (not sure on what basis she organises them but there clearly is some sort of logic to it) results in the P739'd person getting it in seconds. How some electronic tagging system is going to help I don't know - is it going to tell you "It's that big brown packet in on the second shelf down far right?" Or more likely it'll end up with each item being logged to the easiest location to input and the staff carry on doing it the old way.

[Stormproof]

We had a computer about 3 years ago in my office. RM in their wisdom got rid of it even though it worked well and we knew what was coming/going. Oh and I heard yesterday that our callers office will soon be open until 8pm instead of 7pm M-F and 2pm on a Saturday, glad I got out of the Room of Doom.

[clashcityrocker]

If it makes the callers office a 2 person job and that creates jobs then that can only be a good thing.
And if I could have one of those jobs, and never have to do another delivery, that would be even better.

[Blade Runner]

If it makes the callers office a 2 person job and that creates jobs then that can only be a good thing.
And if I could have one of those jobs, and never have to do another delivery, that would be even better.

Don't be to quick on wanting to work in callers office, the two guy's in our callers office want out. They say they would rather do a delivery as they get that much shite off customers collecting items.