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With the holiday period now over, we expect to see an increase in work.
How much that will be who knows. However, unlike some of our competitors we
have recently taken on new recruits in the Call Centre for the first time in
two years. The reasons why staff choose to leave are not necessarily to seek
other employment, but because their circumstances change. On the evening shift
for example, we employ part-time under-graduates who have now left college or
their timetables have altered and it prevents them from working. Others have
left because of health problems and one has decided to take a long vacation to
travel to other parts of the world. What is more pleasing to note is that two
members of our day shift will be taking maternity leave very soon.
Training and Errors
I receive many calls from employment agencies offering their
services and they always find it very difficult to believe that I have a
waiting list filled with people's CV's wanting to work for us. I always take
this as a compliment as to how we manage at Dial-a-Cab, but then again it could
be we just pay too much!
Compared to others in this industry, you will be pleased to know
that it's not because we pay too much but I believe that the initial training
we provide for our staff is second to none and lays the right foundations for
them to become experienced Call Takers. However, whilst I have always believed
in spending time on the amount of training that is given to new recruits, over
the years not too much time has been spent on what we call on-going training.
Individuals can become complacent when doing the same job day in
and day out. Since last March when we recruited, for the first time, an
individual from outside who has professional training skills, our programme for
staff development training has started to come together. My
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goal is to reduce the number of errors that occur with wrong pick-up
addresses, wrong times and missed information. With mistakes that
most commonly occur, these are sometimes difficult to ascertain as to who
is actually at fault.
I've listened to many recordings and at the very beginning of
the call the caller will say: "I would like to make a booking for
tomorrow." These are the very first words spoken, but by the time our
CSR has entered and validated all the information that we are required to
take, possibly the time the cab is booked for is not entered as the
following day. In the telephonist's defence, they do clarify with the
caller the time they are entering, unfortunately the caller does not
listen to the time and just says yes. Its not until the driver arrives to
be told by the passenger the day is wrong that we are we any the wiser.
Booking times also cause problems because many people still
do not understand the twenty-four hour clock time. I can tell you that not
all mistakes are the fault of our staff getting it wrong, the callers
really do forget what they say to us! I should also add that the
percentage of mistakes made is very small compared to our output...
Milton Keynes and Co...
The weekend work re Milton Keynes / Euston etc is taking up a
great deal of time for both Allan Evan's and myself. As soon as we've
finished checking and authorising payments for the weekend, it's time to
make the draw for the next weekend and prepare everything for the Call
Centre staff. Many drivers have spoken to us with their
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suggestions as to how it should be operating and I must say that in the
six weeks we have been doing the work, I certainly have learned a great
deal about running pre-allocated vehicles.
The six weeks have also seen a pattern starting to form when
some stations are busier than others. We plan to pre-allocate more
vehicles starting at various times which will reduce the number of add hoc
trips being despatched during the day. The large number of drivers who
have completed forms to participate has made this an easy option to adopt.
As you would expect, some drivers have become rather
"familiar" with staff trips in regards to taking them to work to
destinations such as Milton Keynes etc. In order to keep it as fair
as possible, DaC controllers have been instructed where possible to change
the zones where regular trips come out. We have also had unnecessary
problems when contacting the lucky drivers who have been picked out;
either their phone has been switched off or they are unable to work the
weekend due to family commitments. These drivers have been put back in the
draw to take their chance of another day.
Complimentary remarks have been received regarding the
professionalism that our drivers have shown servicing this work, but in
saying that we have also received some negative comments regarding the
untidiness of some. It must now go without saying that if you are chosen
to undertake this pre-allocated work or you just happen to accept a
one-off trip from the system, you are required to look smart. We are not
asking for you to wear a collar and tie, but please take the time to look
twice in the mirror before you come out. If it's not too early, then ask
the lady of the house for her opinion. I know you will get an honest
one...!
Keith Cain
Call Centre Operations Manager
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