call work flow
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@Dashrender said in call work flow:
@DustinB3403 said in call work flow:
Saying its a personal choice as in the business wanting to always connect the customer with a person (besides the operator) is fine.
But it can't also moan about the piss poor call back times. Hire more employees, or change the approach.
Who ever said anything about the call back times? No one! The primary complaint is playing phone tag. Only solution, hire more staff.
If call back times are as short as the hold times, then your comments about people sitting around waiting for call backs during breaks would not be an issue. Either your call back times are appropriately short and your statement about breaks isn't correct, or they are too long and the hold times are too long too and cause the breaks problem. RIght? What other choice is there?
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@Dashrender said in call work flow:
@DustinB3403 said in call work flow:
Saying its a personal choice as in the business wanting to always connect the customer with a person (besides the operator) is fine.
But it can't also moan about the piss poor call back times. Hire more employees, or change the approach.
Who ever said anything about the call back times? No one! The primary complaint is playing phone tag. Only solution, hire more staff.
True, phone tag is a legit issue. But this seems crazy unless something else is wrong. Let's answer these two things...
- What is the average time between VM and call back?
- What is the average time on hold?
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I'm done!
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This wasn't where ANY of this conversation that started on the last thread even needed to go.
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I already know the flow is horrible
I've been telling them for a decade to dump to VM, but they refuse.
So I stopped caring about that.
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A mitel call-park, while allowing the operator to hang up, and allow a staffer to ignore a call doesn't really address the issue either.
Because they'd never be able to get any other work completed. (and as @scottalanmiller keeps saying) who wants to sit on hold. Call park or not, the consumer doesn't know the difference, it's hold.
A proper call back system needs to be implemented, where metrics for call back times being lower, would be a solution. But is there such a system for mitel?
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So fix my f***ing transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
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@Dashrender said in call work flow:
So fix my f**ing transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
If the business doesn't want the issue fixed, what where you tasked with trying to do?
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Ok..... .so I have read so many thing that have nothing to do with @Dashrender's problem that I have no idea what the problem is anymore.
@Dashrender can you please remind me of what you are looking to solve.....
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@Dashrender said in call work flow:
This wasn't where ANY of this conversation that started on the last thread even needed to go.
I thought that this thread was to ask how the flow could be improved?
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@DustinB3403 said in call work flow:
@Dashrender said in call work flow:
So fix my f**ing transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
If the business doesn't want the issue fixed, what where you tasked with trying to do?
This entire thread was/is just a waste of time, @Dashrender has said that the business isn't interested in fixing the system, so he's stuck propping up the current system.
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@Dashrender said in call work flow:
So fix my fucking transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
But here is the OP that you stated: "...here's a new thread to discuss how horrible or not my current call flow setup works."
That's exactly what we've been doing. What did we get wrong?
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@travisdh1 said in call work flow:
@DustinB3403 said in call work flow:
@Dashrender said in call work flow:
So fix my f**ing transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
If the business doesn't want the issue fixed, what where you tasked with trying to do?
This entire thread was/is just a waste of time, @Dashrender has said that the business isn't interested in fixing the system, so he's stuck propping up the current system.
But he made this thread to discuss what was wrong with the flow.
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@scottalanmiller said in call work flow:
@travisdh1 said in call work flow:
@DustinB3403 said in call work flow:
@Dashrender said in call work flow:
So fix my f**ing transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
If the business doesn't want the issue fixed, what where you tasked with trying to do?
This entire thread was/is just a waste of time, @Dashrender has said that the business isn't interested in fixing the system, so he's stuck propping up the current system.
But he made this thread to discuss what was wrong with the flow.
Ah, I was thinking it was split off of the other thread, doh.
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@scottalanmiller said in call work flow:
@Dashrender said in call work flow:
This wasn't where ANY of this conversation that started on the last thread even needed to go.
I thought that this thread was to ask how the flow could be improved?
while I did leave off the improved in relation to the problem with parking, etc.. that was the point. The reality is....
I already know - have known, have been telling them for years to dump calls to VM, get rid of operators/secretaries, because you don't really need them. Well they do. When another doc's office calls, they expect to be able to reach someone and cut the line for service, this is a weird standard I've run into. but It's really not that weird, you scratch my back, I'll scratch yours situation.
But the whole point of the additional conversation was parking lots and using them inside my existing workflow, without changing my workflow.
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@travisdh1 said in call work flow:
@scottalanmiller said in call work flow:
@travisdh1 said in call work flow:
@DustinB3403 said in call work flow:
@Dashrender said in call work flow:
So fix my f**ing transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
If the business doesn't want the issue fixed, what where you tasked with trying to do?
This entire thread was/is just a waste of time, @Dashrender has said that the business isn't interested in fixing the system, so he's stuck propping up the current system.
But he made this thread to discuss what was wrong with the flow.
Ah, I was thinking it was split off of the other thread, doh.
it was - the OP title/ask is wrong - my bad - Scott is correct - he has provided exactly what was asked for.
Some one please lock this thread/.
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@travisdh1 said in call work flow:
@scottalanmiller said in call work flow:
@travisdh1 said in call work flow:
@DustinB3403 said in call work flow:
@Dashrender said in call work flow:
So fix my f**ing transfer problem and the pull a call from another phone and don't worry about fixing the damned underlying problem.
BECAUSE YOU CAN'T. They don't want it fixed.
so I'm working in the guidelines I have been given.
If the business doesn't want the issue fixed, what where you tasked with trying to do?
This entire thread was/is just a waste of time, @Dashrender has said that the business isn't interested in fixing the system, so he's stuck propping up the current system.
But he made this thread to discuss what was wrong with the flow.
Ah, I was thinking it was split off of the other thread, doh.
Maybe he meant it to be but didn't really make it clear enough so we got confused.
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@Dashrender said in call work flow:
@scottalanmiller said in call work flow:
@Dashrender said in call work flow:
This wasn't where ANY of this conversation that started on the last thread even needed to go.
I thought that this thread was to ask how the flow could be improved?
while I did leave off the improved in relation to the problem with parking, etc.. that was the point. The reality is....
I already know - have known, have been telling them for years to dump calls to VM, get rid of operators/secretaries, because you don't really need them. Well they do. When another doc's office calls, they expect to be able to reach someone and cut the line for service, this is a weird standard I've run into. but It's really not that weird, you scratch my back, I'll scratch yours situation.
But the whole point of the additional conversation was parking lots and using them inside my existing workflow, without changing my workflow.
Oh, that was lacking from the OP here
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I am locking the thread as requested.
