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vice representative, along with the Incident ID, if applicable, which would be passed
along via the phone system.
Steps Involved:
Purchase a new phone routing system that would allow these capabilities.
Program and test the new routing system.
Convert Incident ID #s from a combination of letters and numbers to numbers only.
Communicate the new workflow to customer service representatives.
Benefits:
The new process would eliminate the need for assistants to answer customer calls,
freeing them up for other tasks. Each assistant typically answers 30 calls per day. At an
average of 42 seconds per call, this would give each assistant an additional 21 minutes
per day.
Customer service would be enhanced, as the first voice that would greet the cus-
tomer would be that of the customer service representative who will ultimately assist
them.
Достарыңызбен бөлісу: 
