Callers office work load?

[human1]

Compare with three four years ago, do you think "traffic" in your callers office has increased? more items to handle and more work?

[clashcityrocker]

Yes.
More internet shopping means more packets.
Later deliveries means more 739d packets.
More 739d packets means more work in the callers office.

[Glenno]

Compare with three four years ago, do you think "traffic" in your callers office has increased? more items to handle and more work?

yes ten fold, this is where we should invest more, latter finishes on a Wed is a start, take this forward lets see where we go?

[alhothi]

The future lies with packets, more profitable than letters so why is it we give such a piss poor service with them.We have the infrastructure that the competition only dream about,why do most of the callers offices shut so early making it impossible for people to pick their stuff up come on RM sort it out before we lose that work, because the competition is willing to deliver later.

[PhilthyPhil]

The future lies with packets, more profitable than letters so why is it we give such a piss poor service with them.We have the infrastructure that the competition only dream about,why do most of the callers offices shut so early making it impossible for people to pick their stuff up come on RM sort it out before we lose that work, because the competition is willing to deliver later.

Totally agree with you there. Our locker is staffed for 14 hours a day and yet the callers office is only open for 6. No wonder it is so busy when it is open.

[POSTMAN]

With the NVQ,should be a piece of p***.

[dvbuk55]

It isn't just the staffing of the callers office that needs to be reorganised but the entire infrastructure of the callers system itself.

There is currently no system of recording returned parcels, inadequate shelving and although we have an electronic system for tracked, recorded and specials we don't have a system of registering ordinary packets to find them as quickly as possible. The queues are as long as I've seen them on ordinary days and at Xmas last year there was at least a 30 minute wait and sometimes longer and unless something is done to better organise the system then there will be a repeat again this year.

[Big Daz]

A record of RTS tracked, recorded and special delivery items is made at my D.O.

Wouldn't hurt to do it with normal items as well. Time is there.

[97gaz]

w

[Big Daz]

RLE/callers office duties put all p739 packets away at my D.O

Fun on a Saturday when managers have gone home for the day and someone wants barcode checking to see where their item is as the only computers are in the managers office. We have to send the customer and tell them to go online or ring customer services

No record of 739 items coming in is kept, just the barcoded items going back to sender if not collected within timescale.

[Syze]

Parcels are the future and Royal Mail offers a horrible service for them. Two years ago our Caller's Office was open from 7-7 Mon-Fri, 2 staff at all times, 3 between 5 & 6. 7-12:30 on a Saturday.

Now it's open 8-2 and then 4-6:15 (8 on Wed, 2 on Sat). The place is packed out from 4 until closing, quite often with just one person on.

[krussel]

Dont forget surcharges which seem to have gone through the roof, esp at xmas time with the letter size system

[human1]

Recently I visited Oxford city centre DO, excelent system .. They get about 250 items return to callers office on red cards every day. Every single item get booked on computer and print out 5 or 6 A4 sheets. Items are placed on different sheves according to size ... large item..just packet...flats ... recorded letters and fluffy items ( specials in different secure cabnet) .. I spent half a day in this office and they were serving a customer with in a minute ( unless wrong date on red card by posty).
Secret is when they print out booked items sheets .. they are in numerical order .... ones (1) top ... then 3s 4s 5s and 9s and Named House on the bottom ...when customer comes ... first they look at date on the card ... then item ... house number .... it takes less than a minute and customer is out.

[dvbuk55]

Recently I visited Oxford city centre DO, excelent system .. They get about 250 items return to callers office on red cards every day. Every single item get booked on computer and print out 5 or 6 A4 sheets. Items are placed on different sheves according to size ... large item..just packet...flats ... recorded letters and fluffy items ( specials in different secure cabnet) .. I spent half a day in this office and they were serving a customer with in a minute ( unless wrong date on red card by posty).
Secret is when they print out booked items sheets .. they are in numerical order .... ones (1) top ... then 3s 4s 5s and 9s and Named House on the bottom ...when customer comes ... first they look at date on the card ... then item ... house number .... it takes less than a minute and customer is out.

Well, 250 items is not a lot, though I applaud the system - how many staff in the Callers.

[human1]

Two duties but only one person remain in the callers office at one time ... 6am - 2pm and 1030 - 1830. When late duty come at 1030 early one go to do some thing else for couple of hours i-e left behind specials , trackers or some packets.