the gates to the call centre
Opened by Gary Gates
CODES
Please remember to POB FIRST before using any of the following
codes, otherwise it will be rejected or not authorised.
CODE 4 - Wait and Return
CODE 5 - Destination Change
CODE 6 - Extra destination
CODE 7 - Update as directed,
DELAYED ADVISED
Please make sure if you are going to be late on a pick up, to do a (DA) delay advised,
or update your DA so we can let the customer know. When a cab is running late and the
driver fails to do a DA, the same question is asked time after time, ‘Why wasn’t
I informed?’ Again a complaint is made and the account is under threat.
When doing a DA, do it from the pre-booked time and not the accept time.
Example: A driver accepts a pre-booked job for 14.30, the driver accepts it at 14.25, then thinks he will be five minutes late, he puts in a delay advise for 5 minutes, that tells us the driver will be on time. If you accept the job at 14.25 the delay advise should be 10 minutes making the arrival time 14.35.
NOTICE BOARD
Here’s one for the readers to have a laugh at. I overheard a call the
other night being taken by Michelle Anderson (CSR721):-
Michelle: AGood evening, Dial-a-Cab, Michelle speaking....can you help me?
Caller: (giggling)..... A I think you’re beyond help to be honest !@
We had a good chuckle about it in the Call Centre and let’s face it, with the
amount of work we had to face during that busy run up to Christmas, we all felt exactly
the same way as Michelle!
Editor’s note: I bet there are plenty of offers from this side of
the terminals to help Michelle. You can see Michelle on her Harley Davidson in the
November issue!
EMPLOYEE OF THE MONTH
Employee of the month for November is Val Gomez who works on the Day Shift.
Val deals mainly with The Westminster Taxi Card holders and she is one of our golden
girls. Val received a diploma and a monetary prize for her hard work and overall attitude.
On behalf of The Board of Management and staff at Dial-a-Cab, congratulations !
Gary Gates
Day-time Dispatcher
