“While you were out”
This is the title of the process for one of our clients. Despite the whimsical name, the process solves a very pragmatic and important business problem.
The scenario is as follows:
A customer calls the office but the employee is unable to answer the phone because, for example, they are outside the office. Such calls are forwarded to a secretary or receptionist. The secretary should record a callback request and any message. The employee should call back later, and if they can’t make contact, the client should receive an SMS notification about the attempt. The time between the request and the callback should be measured.
Prior to implementing the AMODIT system, the client solved the problem by secretaries and receptionists putting yellow notes on a special board. When employees returned to the office they checked for messages. The system worked but:
1. Employees had to return to the office to receive messages and couldn’t receive message when absent on business trips for example.
2. Paper messages could be lost/destroyed/misdirected.
3. There was no practical way to measure response times. Or even to check if the employee called back at all..
4. In the case of unsuccessful callback attempts, it was up to employees to make repeated attempts, rather than sending an SMS request for contact message to the client.
Solution
In order to solve these problems, we created the “While you were out” process in the AMODIT system. Secretaries/receptionists answer the calls, fill in the form, enter messages, the phone number to call back, and selecting the employee responsible for the call back.
Cases are sent to the appropriate employees and they are notified by e-mail. Thanks to this the process becomes location independent and employees can respond without returning to the office.
When employees press the “Did not answer” button, an SMS is sent to the customer about the call back attempt. This allows clients to know that they have not been ignored and can attempt to reconnect at a convenient time. Because all actions in the system are logged, response times can be measured and evaluated by employee, month, or any other criteria you define.
Conclusions
As you can see, this is quite a simple process, but it allows you to easily solve all the problems mentioned in the introduction. This helps to achieve a higher level of customer service and makes this aspect of the employees’ work more convenient. For another example read Notifying Workers by SMS to see how fast setting up an SMS notification process in AMODIT can be.
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