LEAVESRoll a Chair, Not a Truck Necessary Dispatches are our Measure of Success!
Roll a Chair, Not a Truck Necessary Dispatches are our Measure of Success!
james Thu Apr 08, 2010 12:19 am
Colleagues,
In 2010, a major priority for our teams is to increase Necessary Dispatches and only roll a truck when it is absolutely necessary to resolve the customer’s issue. It is critical that everyone in our organization has an intense focus on fixing DSL issues from a chair, not a truck. We have a significant opportunity to improve the customer experience and reduce our costs by eliminating unnecessary dispatches.
As everyone is aware, DSL is a critical product for our customers. When working properly, it keeps our customers connected to their world, everywhere they live and work. So when a problem arises, our customers are eager to get it resolved quickly and waiting for a field technician can be frustrating - not to mention expensive for our company. It is five times more cost effective for our Tier 1 Help Desk and BBCC-A agents to resolve a customer’s problem from a chair rather than rolling a truck. In addition, it is estimated that a high percentage of our dispatches could have been avoided with more effective troubleshooting.
We have recently deployed a series of center and agent-level reports which help us understand when we have rolled a truck “unnecessarily”. These reports indicate the need for more effective troubleshooting related to cables, filters and modems. Equipped with these findings, I am confident that our team will step up to the challenge of improving our Necessary Dispatches which delivers benefits to both our customers and AT&T.
As we progress throughout the year you will continue to see and hear more about how Necessary Dispatches are our Measure of Success. We will be tracking our progress through a newly established Necessary Dispatch metric and we will continue to equip our Customer Advocacy Teams and managers with reporting and coaching tools.
Thank you to each of you for the role you play every day in servicing our customers. I am excited about the progress we have made this year and I am anxious to see our success in improving our Necessary Dispatch rates.
In 2010, a major priority for our teams is to increase Necessary Dispatches and only roll a truck when it is absolutely necessary to resolve the customer’s issue. It is critical that everyone in our organization has an intense focus on fixing DSL issues from a chair, not a truck. We have a significant opportunity to improve the customer experience and reduce our costs by eliminating unnecessary dispatches.
As everyone is aware, DSL is a critical product for our customers. When working properly, it keeps our customers connected to their world, everywhere they live and work. So when a problem arises, our customers are eager to get it resolved quickly and waiting for a field technician can be frustrating - not to mention expensive for our company. It is five times more cost effective for our Tier 1 Help Desk and BBCC-A agents to resolve a customer’s problem from a chair rather than rolling a truck. In addition, it is estimated that a high percentage of our dispatches could have been avoided with more effective troubleshooting.
We have recently deployed a series of center and agent-level reports which help us understand when we have rolled a truck “unnecessarily”. These reports indicate the need for more effective troubleshooting related to cables, filters and modems. Equipped with these findings, I am confident that our team will step up to the challenge of improving our Necessary Dispatches which delivers benefits to both our customers and AT&T.
As we progress throughout the year you will continue to see and hear more about how Necessary Dispatches are our Measure of Success. We will be tracking our progress through a newly established Necessary Dispatch metric and we will continue to equip our Customer Advocacy Teams and managers with reporting and coaching tools.
Thank you to each of you for the role you play every day in servicing our customers. I am excited about the progress we have made this year and I am anxious to see our success in improving our Necessary Dispatch rates.
james- Overseer
- Posts : 34
Join date : 2010-04-03
Location : smoking outside
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