Refurbishment of the Call
Centre is well underway now. Making alterations while we are fully functional is a
difficult process and for the staff, it is even more difficult. However, we are fully
aware of the situation and the majority of the building work is being carried out during
the night. I know that we are looking towards completion by Easter and the change to the
working conditions will be well worth waiting for. We have designed the Call Centre to be
a showpiece for prospective and existing clients. I’m sure the editor will print some
photographs soon showing before and after.
In the last Call Sign, Gary Gates brought issues to your attention with the
hope that you will take heed and assist us to run a smooth operation. Unfortunately, some
drivers do not always follow instructions; if the system permits you to miss a function,
then some of you will skip it. Every procedure has it’s purpose, so may I please ask
you all to follow them.
We are receiving criticism regarding the length of time it takes for the Call
Centre to telephone a client informing them that the taxi is outside. However, the problem
is compounded by the number of drivers who request an AAR facility in
spite of their details saying nothing about advising arrival and as in many cases, when they are specifically instructed to make their own contact. We are close to the situation where the number of calls going out is reaching 50% of those coming in. In addition to it being an extremely costly practise, it will probably mean that the only way for us to meet this demand is to recruit additional staff. Not a problem IF it is the only solution.
Don’t AAR if…
I understand parking problems are a major factor, but I still believe that
a little more effort could be made by drivers to improve the problem. Don’t advise
arrival if your details do not carry the instructions to do so. Don’t sit in your cab
because its raining and you don’t want to get your hair wet
going into a
reception! And definitely do not advise arrival via your terminal and then go in and make
your own contact.
Since the Chairman asked me to take responsibility for the Call Centre, I
have adopted the policy of there being two customers, the client and the driver. Sales
always ask clients for their co-operation to help us supply an excellent service. I am now
asking you for some co-operation that will allow us to improve the service the Call Centre
give you.
Recent enhancements to the system gave us some problems for which I
apologise. It forced us to despatch by voice for a short time. I know the way some
controllers undertake this task is different to others and can become very confusing, but
I, along with Driver Services am working on new despatching procedures and you will be
notified in due course. The re-design of the Controller’s area in the Call Centre
includes the facility to resort to voice despatch and this will dictate the method we use.
Initially I would not wish for it to be too dissimilar from our old despatching methods.
Having said that, we certainly do not expect to use the facility too often! I will update
you when work is completed.
Keith Cain
