CALL CENTRE CHAT

Controllers and messages…
I have had many conversations with drivers regarding controllers responses to messages. My instructions have always been to understand the contents of the message and make a decision on the urgency of the message. It is also important for them to ensure the accuracy of the information before sending it out.
   One real problem for controllers lies in the way the dispatch system offers the message to the controller. When I tell you that a small box appears at the top of their screen with just a number and the box appears simultaneously on other screens at the same time, this can present controllers with confusion. Each time a message is dealt with, they have to call out to see if another controller has dealt with that message.
   During busy periods, this is not the best way because if a controller does not hear the call

due to them perhaps talking to a telephonist or a driver, then the system fails. I have spoken with the senior controllers and a new method of dealing with messages is being put into place until such time as we can get the dispatch system changed.
   Controllers have asked if drivers can make sure they read all their messages to prevent the same message being sent to us several times. Also, for those who feel they have a sense of humour and find it highly amusing to send false traffic information, please stop doing it. Otherwise, I’m sure the changes will improve things.

Service problemss
We have had many account clients expressing their concerns over our service. Investigations have shown that the majority of problems are caused by traffic congestion, over which we have no control and our explanations about this do help to placate some of the issues.
   However, there have been a few complaints that appertain to drivers not following the correct procedures once they have arrived outside a pick up or have failed to keep the controllers informed of their delay. While it may not seem important to many of you, any

A change for Gazza
There has been a senior staff change made recently on the evening shift. Gary Gates, who was our shift operations manager, has decided to revert to his original shift, which is back on days. The evening shift operations manager’s position has now been given to Andy Parry who I know will grasp the opportunity to take over the helm and I am confident his style and skills will only enhance the running of the shift.
   I would like to thank Gary for the two and half years he has spent managing the team and for the operational changes he implemented. They not only improved our coverage, but also contributed to clients receiving an excellent service.

And finally!
You will have no doubt have seen a few photographs of my wedding. The day went off better than my wife and I could ever have wished for and both Tammy and myself would like to thank the vast number of members who sent us their best wishes.

Keith Cain
Call Centre Manager
Driver Operations Manager