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<br />.. <br /> <br />. <br /> <br />. <br /> <br />Outline of MediaOne <br />Call Center Action Plan <br />August 1999 <br /> <br />Staffinq Issues <br /> <br />. We configured all of our call "queues" to route calls to the first available agent. <br />This has created a "universal agent" and by-passed the specialized queues <br />an estimated 20% of the time, While specialized queues allow us to train staff <br />in specialized areas, it also creates some call routing inefficiencies. <br /> <br />. We implemented mandatory overtime of 7.5% per week for all CCPs. This <br />mandatory overtime is working across all shifts, <br /> <br />. We continue to monitor ,gustomer Care Professional productivity in an effort <br />to reduce average talk time anu average wrap time. This will resolve <br />customer's issues more quickly and make CCPs available to receive calls on <br />a faster basis. <br /> <br />. <br /> <br />. We have developed a hiring and training schedule for the rest of the year as <br />follows: <br /> <br />. September 13th - 14 CCPs <br />. September 2ih - 14 CCPs <br />. October 11th -14 CCPs <br />. October 25th - 14 CCPs <br />. November 8th - 14 CCPs <br />. November 22nd -14 CCPs <br />. December 6th -14 CCPs <br /> <br />. We are in the process of designing a new attendance polic)'.. This policy will <br />reduce instances of CCP absences, - <br /> <br />. We are closely monitoring vacation, sick, and personal time taken by CCPs to <br />improve call staffing productivity. <br /> <br />IT ISSUES <br /> <br />. <br /> <br />. We have added 23 trunks to our 651-222-3333 telephone number. We now <br />have a total of 138 trunks to the call center, These additional trunks will <br />reduce difficulties customers may have experienced in reaching the call <br />center. <br />