Improving a rail booking process

Call Centre Helper Forum » Call Centre Management

(6 posts)

Tags: | process | quality |

I work in an environment where we are required to make bookings for train tickets. At present, our process is very long and i am looking for inspiration on how we can improve the efficiency. Your help would be appreciated!!

Our current process is:

Complete Rail Ticket Order Form – Book in Evolvi (rail booking systen) – pass RTOF for checking - Issue ticket – Complete Dispatch Log – Add any transaction fees/invoice – File away paperwork

We dont have any call recording as management are relucant to pay for it and there are concerns that by removing the written order form, we will suffer a loss of quality. The key problem with the written form is the duplication of work.

Any ideas would be welcomed!

Posted 2 years ago

GPR_Consulting

Hi Jakey,

From the tone of your email, you seem to have to key in information twice... once into Evolvi, and the second onto a paper form.

I'm curious as to how the call recording piece fits into all of this... Are you considering this as an alternative to using the paper forms (as all calls will be recorded)?

Please share more information. There are a number of ways to tweak processes with little/no impact to performance or quality. there are also call recording solutions out there which won't cost your operation anything from a capital cost perspective.

Gene

Posted 2 years ago

Jakey

Our quality procedure focuses around the form. So, the idea is, that as long as what we have written on the form matches what is on the booking system (Evolvi), we have booked it write. Regardless of what the customer then comes back to us and says. Without call recording, it will always be our word against the customers.

Your help would be great!

Posted 2 years ago

nicholson

Hi Jakey

I take it you are looking for call recording to help with dispute resolution and as an aid for training

How many people to you need to record

Posted 2 years ago

GPR_Consulting

You're correct, Jakey... without call recording, there will always be an unknown around what the customer said against what you have writen down/keyed in.

Gene

Posted 2 years ago

JontyPearce

Jakey

Two things spring to mind

1. First ask your front line advisors if they have any ideas about how the process can be improved. You could set up a workshop to generate ideas. You may be surpised at the quality of the outputs.

2. If you don't have call recordings, simply listen to calls. You could do this as a silent monitor from most phone systems. If you don't have the technology for this use something like Headset Buddy from Headsets Direct which only costs around £15 + shipping. This will allow side by side monitoring of agents.

Posted 2 years ago

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