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Pastimes : Let's Talk About Our Feelings!!!

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To: Grainne who wrote (15254)	1/14/1998 10:47:00 AM
From: T.R.	Read Replies (1) of 108807

Morning Christine! Thanks for clearing up the e-mail thing..I was wondering if I had drank too much diet coke and contracted a memory loss disease. I kind of thought you might come back with something about Dick Armey and Dick Gebhardt (thanks for correcting my spelling..it's a good thing I didn't build the products DICKtionary.) The foundation of our company was formed to take calls from kids in dorms, etc and either address their problems immediately or escalate and have a "tech" assist. We were going to form a "stategic alliance" with other firms to offer the billing, but after some investigation we decided we could do it in house. Our company is diversified...more by accident than by intent. Shortly after we opened we had several companies referred to us by our business contacts, partners, etc. This was a direct result from these people having toured our offices, meeting the people and sitting through a "demo" of our service center. When we give a demo we insist the visitor sits in the agent's chair and performs the functions as we prompt them through the process. They are always impressed at how user friendly the system is...rightfully so, that's how I envisioned it to be. My philosophy is we should be able to take an average person off the street with little or no background in our industry, give them some BASIC training, place them with an experienced person for a day or two and CUT the cord. So far it works. I forgot to mention we integrated our phone system with the computer system. So if you are in our database the phone system pulls up your screen as the operator is answering the call. I'm not interested in shaving minutes off of a call (that will take care of itself) I am looking for seconds (it's like finding dimes instead of dollars..they all add up.) The minutes "thing" I believe is something our staff can easily identify..they'er the pros. The other item of importance is my office is directly connected to our center, the door is almost always open and if signaled (or if I overhear something which is not accurate) I can listen into the call and speak into our agents headset without the customer hearing my voice. If the agent gets in a bind (s)he can ask the customer if I can join the conversation...if I'm already listening I know what approach to use. I've also got a pet peeve about sitting in the "black hole of on hold." So I borrowed a process used by Disney. When their lines get long there are little signs telling you how long it will be before you get to your ride. Our automated system tells the caller what number they are in line. As the line moves the automated voice tells you your new place in line. IF you prefer not to stand around to "get on our ride" we offer you the choice of leaving a voice message or going to the automated help area. I believe customers need to feel they have at least some control on their destiny. The other option they have is to go to a specific Internet site for their institution and read about what they can do to correct a problem. That is a little more than you probably cared to hear..but the products and our people are so special it is difficult not to want to share their strenghts with others. Talk to you later... T.R.

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