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  Reply # 1038712 8-May-2014 01:26
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MadEngineer: Was is passed tense. I do apologise for the generalisation as I've had call backs from the mobile team.

But you have to create an entry in your outlook? Wow. Do service providers not realise what a difference it would make if their helpdesk software had a built in schedule or a proper ITIL setup?

As the it guy for my workplace I use such software that leaves jobs open until they're closed with confirmation from the requester but not only that, I make a point of going over the past weeks work and I look for opportunities to make those follow up calls to double check that they're still happy. I see all ISPs now ask "was there anything else I could help you with" at the end of a call. Yes there is - you could help by taking up that promise to call back!

If I can do it, a large corperate can too. It would make a point of difference for any ISP that would implement such a basic service.


I am sorry, I disagree. It's MUCH easier to do things with 1 person who fully understands the procedures, is invested in the solution and controls the entire solution end to end. Scale that to 50-100 people (objections known for being fallible), and the problem becomes considerably.

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  Reply # 1038863 8-May-2014 11:01
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Oh for sure, but a team that size should be given proper tools.

 
 
 
 


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  Reply # 1038868 8-May-2014 11:06
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MadEngineer: Oh for sure, but a team that size should be given proper tools.


All the tools in the world won't help if they aren't used and trained properly and QC is much harder on groups than individuals.

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  Reply # 1038871 8-May-2014 11:07
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MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.




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  Reply # 1038872 8-May-2014 11:09
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TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


 

Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.

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  Reply # 1038881 8-May-2014 11:18
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networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.




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  Reply # 1038886 8-May-2014 11:30
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TimA:
networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.


A decent Ticket Management system should be more than sufficient for queue management including scheduling call backs etc with out the need for interface or use i=off other applications. The good ones e.g Remedy have ITIL principles coded makining SLA compliance easier and trackable and applying tracking metrics.




Mike
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The views stated in my posts are my personal views and not that of any other organisation.

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1038892 8-May-2014 11:36
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KiwiNZ:
TimA:
networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.


A decent Ticket Management system should be more than sufficient for queue management including scheduling call backs etc with out the need for interface or use i=off other applications. The good ones e.g Remedy have ITIL principles coded makining SLA compliance easier and trackable and applying tracking metrics.


BMC remedy is one. But hey, I dont make decisions on how to use business tools so i can suggest a process improvement. Thanks for input.




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  Reply # 1038896 8-May-2014 11:42
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TimA:
KiwiNZ:
TimA:
networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.


A decent Ticket Management system should be more than sufficient for queue management including scheduling call backs etc with out the need for interface or use i=off other applications. The good ones e.g Remedy have ITIL principles coded makining SLA compliance easier and trackable and applying tracking metrics.


BMC remedy is one. But hey, I dont make decisions on how to use business tools so i can suggest a process improvement. Thanks for input.


I appreciate that, If you need to use Outlook to manage call back you need to put pressure on the purse holder to stump up with a better system. CSR's, Analysts etc  have a hard enough job without the tools adding to their burdens. I made it my mission when ever I took over a team to review all tools
as part of my push to improve.

If you are having to move between tools you are adding needless steps to the job which leads to slow downs and oversights, also tracking becomes more difficult. It doesn't take much to blow out queues, call wait and loss rates and shattered SLA's.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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  Reply # 1039003 8-May-2014 13:38
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If a csrs outlook event isn't placed on a shared calendar then tough titties if they're sick the next day or just plain decide they can't be bothered calling back. If the schedule is added to a ticket then there's no escaping it as the deletion will show in the ticket history.

I'm speaking from experience where this is clearly a problem for Vodafone where it got to the point that I'd laugh when promised call backs and even after confirming that they really will call me back - they didn't

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