A quick one today as I wasn’t clever enough to chivvy many contributions today. Luckily Adam from Business Support was on the ball!

Its been a busy day for business support again today, thankfully not as hectic as yesterday when both Phil and Mark we’re off sick which left us thin on the ground. Both are now better and we are back up to speed and we were able to hit the ground running this morning.

Our main areas of focus for today have simply been keeping the call answer rate as low as possible and to keep ticket responses within the 4 hours SLA.

Going around the team, John has been working across all the ticket pools and answering calls, Chris and Mark have also been doing this along with dealing with a few escalated queries.
Phil and Martin have been focussing on faults, Oli has been working from the failed billing report contacting customers that have failed payments just over a week ago. I have also been working failed billing todayby mainly contacting customers whose direct debit payments have failed. I have also been focussing on trying to catch as many business sales queries as possible from leads passed through from the sales team and also any business retention opportunities.

Today’s work should leave us in a better position for tomorrow and the rest of the working week,

Cracking.

What have I been up to today? Mostly presentation writing. It’s nearly the end of Q4 for us (Our year runs April to April) so we need to report all the stuff we’ve been doing and how we’ve done against the targets we set ourselves.

Better get back to it!

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This entry was posted by Kelly Dorset on Wednesday, March 18th, 2009 at 5:48 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.