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Call Sign November 2011
Call Centre Chat
into the system. This allows a telephonist to
flight to catch.
confidently say to the caller how long the taxi
And `As Directed' too...
is likely to be.
Some of our regular account clients have
Another serious problem that is happening all
become very knowledgeable in how our sys-
too often is when drivers accept an `As
tem operates and when we have to advise of
Directed' trip only to find that the trip is stay-
not being able to allocate them a cab, the first
ing within the same area. A trick used by some
thing they ask is how many cabs are within
is to offer a 20/25 minute delay hoping the
their area? They are doing this to try and ascer-
client will not accept this and the driver can
tain how long they will have to wait. The most
get a scrub and retain their queue position.
frequently asked question is that if you have
Where it shows up to the controller that it is
vehicles available, why does the driver not
not a genuine delay is when the client accepts
Soon to clear misuse
want my trip? Is it because it's not going far
the delay and the system shows the driver
enough? Do they only want the cream!
I would like to bring to your attention a cou-
arriving within 5 minutes of accepting the trip.
It's not easy trying to pacify a client in these
ple of problems we are experiencing in the
The controllers are now checking driver's GPS
circumstances, let alone try explaining to them
call centre with some drivers choosing to
positions when they offer a delay and those
what the driver is doing ­ ie being in the West
book into zones when they are not there.
who constantly do this are being put on com-
End but booked into the city with not a
I am not referring to those who see a trip in
plaint.
chance of being able to accept any trips
an outer zone and book straight in when they
To add insult to injury, some drivers when
because they are too far away.
are not physically in the zone; I'm talking
informed the client does not accept the delay,
I think the problem would not be such a
about those drivers who purposely misuse the
are clearing the scrub with the amount show-
problem if only a very few drivers were doing
STC button. Controllers are finding more and
ing on the meter. That is outrageous and will
it. Unfortunately, it's the reverse and we are
more drivers accepting a trip from EC2 that
not be accepted.
seeing more and more doing it, which primar-
goes to the West End for example and within
Fortunately, I am pleased to say that this is
ily can prevent giving the client the good ser-
the 15 minutes of dropping off are using the
not the service the majority of DaC drivers
vice they have come to expect. In addition to
STC to book into EC2.
offer clients and the minority that do it are
drivers having to keep rejecting trips in this
We all know why this is being done, but in
doing nothing more than encouraging clients
scenario, we are also seeing a lot more drivers
theory it is wrong. Booking into the inner
to look elsewhere for an alternative supplier.
taking a chance and accepting the very good
zones requires a driver to be within 15 min-
We all know it's tough out there, but please
trips. What happens then is they have to offer
utes of the furthest part of the zone. The same
don't try to get one over on other drivers and
delays and occasionally that delay is updated
applies to booking in when doing a STC.
most certainly, please don't give clients the
two or three times.
The STC function was originally brought in
poor service that can arise from such activities.
While we have always advocated that it is
to assist drivers in moving up the queue in the
far better to inform a client we have a cab on
Keith Cain
zone their trip was going to or into an adjacent
its way, this way of working is doing nothing
zone. Going to the West End and booking into
Call Centre Manager
more than antagonising the client especially if
the zone you have just come from (the City)
Driver Operations Manager
they are going to a meeting or have a train or
can only be classed as booking in to gain an
unfair advantage.
The dispatch system presents to a telephon-
ist how many taxis are booked into the pick-
up zone just prior to them inputting the trip
Charing Cross
Road marshalled
taxi rank
A new taxi rank has been appointed in
Alpha Optical ­
Charing Cross Road. The rank operates
between 20:00 and 03:00, 7 days a week
and is split into two portions. The first por-
tion is located on the west side of Charing
Eyewear and Glasses
Cross Road, near Bear Street. The second
portion acts as a feeder rank and is on the
east side of Charing Cross Road. The new
taxi rank will be marshalled on Friday and
22 PALACE ROAD, LONDON, N11 2PS
Saturday evenings between 22:00 and 03:00
and will operate as a normal taxi rank, ie the
first taxi takes the first passenger and the
Suppliers of all makes of Designer and Budget frames
fares are on the meter. TfL has worked
Single vision, Bifocal and Verifocal lenses
together with the taxi trade and local authori-
ty to appoint this new taxi rank and drivers
Very special deal for Dial-a-Cab drivers and staff
are encouraged to use the rank and support
the marshalled rank scheme.
The fixed-fare marshalled taxi rank scheme
0208 889 8023
in Coventry Street has now stopped as this
Call Peter on
was only being marshalled temporarily whilst
Westminster City Council seek long term
Email: Sales@alphaoptical.co.uk
funding for the scheme.
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