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August is always a time when staff within the call centre
has the opportunity to recharge their batteries. However,
for some of us it becomes a busier time than normal…
New staff
The final part of our recruitment process has just been
completed, with a final thirteen new individuals having been
selected and commencing their training on 20th August. Since
our move to the new building, I have interviewed some fifty
prospective candidates, of which half have been given the
opportunity to train for permanent telephonist positions.
I ask you all to be a little tolerant if the details you get are
not fully correct. Our trainers have been working very
closely with them to avoid too many problems and despite all
the checking, one or two may escape through the net.
Splitting EC5
During this quiet period, many
drivers would have had the opportunity to work EC5 while it
was split. All went very well and having spoken to many of
you about your feelings working this way, it would appear
they are mixed.
The sole reason for the Board making the change was not because we
felt it would improve coverage, it was because of the number
of drivers who made the case for reducing the distance
needing to be travelled to a pick up address, when there was
the possibility of passing work that was uncovered.
I am personally very apprehensive about this way of working when it
gets busy. My concern is that trips in the less popular
zones will take longer to be matched because drivers will
book into the busy zones regardless. But, we will have to
wait and see and I hope my concerns are proved wrong.
The recent changes to the dispatching procedures on E140 have made
great improvements to our
coverage. Even with the Link remaining closed, it
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has allowed us the opportunity to monitor the
situation on a like-for-like basis. Clients have remarked
about our efforts and are pleased with the improvements.
Writing about writing about coverage!
It’s also that time year again when articles are written
that refer to the busy period approaching and how we must
ensure we do not take our foot of the pedal with the service
we provide.
I am a little reluctant to harp on this too much, as I don’t want
drivers to feel this is a slating, however, what I would say
is for us all to remember that we are in the service
industry. While it is extremely rare for us to receive
complements, what is guaranteed is we will certainly be
criticised if we do not meet pre-booked times.
Follow trip instructions and drive carefully. Take a different
route to normal, say the wrong things or not say anything at
all, some or all of these will for certain generate
complaints. Basically when in the service industry, you are
damned if you do and damned if you don’t. What I am
confident about, however, is for everyone associated with
the Society to continue doing what we do best and we will
remain at the top…
Keith Cain
Call Centre Manager
Driver Operations Manager |
