Call Sign February 2011 - Page 11 - CHANGES TO DRIVER SERVICES PHONE LINES

Keith Cain looks at…

CHANGES TO DRIVER SERVICES PHONE LINES

Some of you may be aware that we have introduced some changes to the Driver Services telephone lines (020 7553 7201). This has been implemented due to the number of drivers who were expressing disappointment at not being able to talk to a member of staff.

   Previously, all calls went through to an answer machine and when possible were retrieved and drivers then called back. This method was considerably time consuming and also prevented staff from completing all their tasks promptly.
   We have evaluated the type of calls received by Driver Services and found that most calls were either a request for an instruction of what to do with a parking ticket (PCN) or to relay information to us to deal with a variety of issues. In most cases and on a regular daily basis, the calls were very similar.
   So when phoning Driver Services now, we will offer seven options to choose from:

Option
1. Parking tickets (PCNs)
2. Roller bond requests

3. Request to have your statements sent via email
4. Instructions regarding cab licences
5. Change of personal details
6. Any payment queries
7. Any job queries
Press 0 to hear the options again…

For any other issues, please wait to be answered by a member of the Driver Services team. However, if they are busy dealing with another driver then there is a facility to leave an answerphone message and your call will be returned at the earliest possible opportunity.
To speed up the call, if you press the option number you require as the message numbers are being explained, your call will go straight

through to the option selected.
This will save time by bypassing the alternative choices.
All drivers are encouraged to use the options wherever possible and only speak to the team on issues that are not catered for above. We will be constantly monitoring calls to Driver Services and making improvements to offer an excellent service to all members. If you find the new system does not work for you, please let the team know. But we would ask that the changes are given time to settle in.

Driver’s Line
Speaking of telephones, a recent incident of a wife trying to call her husband during the student strikes caused her unnecessary worry, because instead of calling the Driver’s Line, she called the Driver’s Reception and just happened to catch a security guard on his first day.
If someone in your family needs to contact a driver, the best number to use is the Driver’s Line on 020 7426 3411.

Keith Cain
Call Centre Manager
Driver Operations Manager

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