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We’re doing the business! A few months back I wrote in my article that the busy period was upon us and it was up to all of our members to go that extra mile and provide a service that was better than excellent. Well I’m pleased to say that the vast majority of members have done exactly what has been asked of them. Our clients have been given what can only be called the highest possible service during our busiest period ever. I know that we recently introduced the car incentive, but my belief is the service would still have been the same even if the cars were not up for grabs. The numbers of Call Centre staff have been increased to meet demands and I’m pleased to report that the new recruits are doing very well. If you do see some strange instructions or missed information, please make some allowances and I assure you the new development training we have embarked on for all staff will come to fruition in the months to come. The coverage of an evening on the island and EC5 has to be worth a mention. Our controllers set the response times for staff to inform clients at the time of booking how long the expected wait for a taxi will be. Over the past few weeks, we have been offering a service up to 15/20 minutes. Our stats show that driver’s response times are averaging 10/12 minutes. I really cannot tell you how very good these times are and DaC members should be very proud of the service you are giving. But – and isn’t there always a ‘but’ – our success does not mean that we can afford to take our foot off the pedal. There are still a few weeks remaining until Christmas and our early morning period along with the weekends needs to improve if we are going to be able to say our complete service reached the highest levels possible. Unfortunately, controllers have been forced into making more trips during the morning non-rejectable. I have expressed my feelings verbally, using words the Editor would not like me to put down in print and argued the case against them doing it but it’s only because they are passionate and conscientiousness about doing their job - together with the |
Another Dial-a-Cab Call Centre update from
Keith Cain… CALL CENTRE
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available from Driver’s Reception. It is very important if you are booked into EC5 prior to the information message being sent, as it explains what time the zone will be split. You must then book into one of the 4 EC zones to get offered a trip. Members must also pay careful attention to the trip offer screen. Only trips offered in their primary zone are non-rejectable. If a trip is offered from a back up zone, it can be rejected. When on the going home facility, it is strongly recommended that you only BID for trips. While the system will allow you to book in to any of the 4 EC zones while on a going home, it will not recognise this and offer you a trip that you will not be able to see either where the pick up or destination is and you will have to accept it. The idea of splitting EC5 is to help drivers not having to travel from one side of the city to the other in order to pick up a trip. EC5 in its present format has been very successfully operated by the Society for many years. If the change is abused and our service is put into jeopardy, then controllers will take the decision not switch it on. Service must always be in the forefront of everyone’s mind. If you remain booked in to EC5 once it has been split, you will not be offered any work.
When the bug has gone! Keith Cain |
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of a few drivers who reject exceptionally large numbers of trips
- that causes the need for them to put non-rejectable
onto a trip. They have produced the evidence to back up their
side of the argument and it is astounding to see what some
drivers do every day. I’m afraid I have no defence against the controller’s arguments and recently have had to deal with some very irate clients that they have passed on to me to get an explanation as to why their cab had not arrived on time when the booking was made hours - if not days - in advance? I can see the controller’s total frustration and why they are doing it. Disregarding executive accounts - which are non-rejectable at all times - only trips that have been through a complete trip cycle ie primary zone, back up zones and then BIDS, are re-matched as non-rejectable. As soon as the trips start searching in their back up zones, they revert to normal trips again. Despite a few glitches, which we can manage, our service compares to the words of the Tina Turner song "… better than all the rest!" Please keep it going! Dial-a-Cab is moving forward with great strength and everyone associated with the Society - members, staff and the Board - are all part of that well-oiled machine and not one of us should feel anything other than pride at the position our Society finds itself in.
EC5 modification update… |
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