Call Sign December 2010 - Page 12 - Keith Cain looks at zone timings

Keith Cain looks at zone timings
*B. Spear (Y16) has asked in Mailshot* why lead times during the early morning peak time have been increased. Call Centre Manager, Keith Cain, provides the answer... Many of you will have noticed – just like Barry Spear (Y16)** - that lead times in a very few number of zones have been increased from either 12 to15 minutes, or in the case of SW11 from 15 to18 minutes. The reason the zones were increased was because of the constant pressure our account managers were putting on Call Centre controllers. The morning coverage in these areas has always been a problem over many years. Recently, with work picking up again, the early morning problem of our cabs arriving late or trips being cancelled has brought about a large number of complaints from customers. Our account managers who receive the complaints were at their wits end in knowing how to respond to the clients, all of whom have been clearly informed by drivers as to the reason why our service is poor. Since the implementation of the Data Dispatch system, controllers have dug their heels in about extending	lead times because drivers say they are not sitting around waiting for a client while not being paid. Following lengthy and heated discussions - where the air turned rather blue - DaC controllers reluctantly decided to make alterations to a very small number of zones to see how it would affect coverage. Initially the zones were increased by a full 5 minutes and SW11 was increased by 10 minutes. These in my opinion were too high and I instructed controllers to reduce them. Since the lead times were altered and despite what some drivers may think, it has helped considerably with coverage and complaints from clients regarding this have virtually stopped. What is more encouraging is the number of drivers who have contacted the day shift controllers complimenting them for taking this step.	Drivers have said that with the number road closures, on-going road works and the increase in traffic, the extra minutes have allowed them to accept more trips with the confidence of being able to reach the pick up addresses on time. Lead times will constantly be monitored and can be adjusted to meet the demands for service and while I respect the feelings some members have about this, we must all be mindful of the service we provide to our clients. . The last strike was the busiest so far and coverage was exceptional. The strike was scheduled, if you recall, from a Tuesday evening to the Wednesday evening. It was during the previous week that Call Centre staff were advising clients to expect delays and encouraged all callers to allow additional journey times. This definitely worked very well and it was also surprising how many customers followed our advice. Even those clients who booked on-line read and followed our advice, which helped us manage the service during the strike so much better. Keith Cain Call Centre Manager Driver Operations Manager

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