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March 25th, 2010 @ The Royal Garden Hotel, London
The third annual PCR Awards is set to be the social event of the year for anyone involved in the PC retail sector, and a well deserved celebration for the nominees.
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UK - London
IT services director says he wants 80% of problems solved first time
DSGi is expecting to cut the number of calls to its IT helpdesk by up to 15 per cent this year.
According to Retail Week, the IT and electronics group has implemented a strategy to prevent problems occurring, following a simplifications in the way it handles incidents.
DSGi, which reportedly receives around 14,000 calls to its helpdesk every four weeks, expects the number of problems reported to its support staff by 10 to 15 per cent.
Stuart Freer, DSGi’s IT services director, told Retail Week that CA’s Service Desk manager system, which was adopted by the group across the UK and Ireland in September 2009, was helping to prevent problems occurring.
He added that his aim was for at least 80 per cent of calls to the group’s helpdesk to be resolved first time, compared to the current figure of 60 to 70 per cent.
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“What I’m trying to do is put in place a set of robust processes to support us as we change our systems and business processes,” he said, adding that over 150 system changes were being made each week.
if call agents makes silly misakes or have average handling time for each call, then we may aswell put a bet of 1000000/1 that pigs can fly.
lack of communication has always been a DSGI problem as NO ONE wants to own the problem when it comes round to customer problems as call centres often transfer the calls BACK to Stores as they don't know how to resolve it.l am beginning to see PIGS fly.
you can't cut the support calls without
1) improving the quality of the products sold (i.e. stop sellling cheap kit which dies prematurely)
2) actually investing in training the staff who answer the phones
3) paying the staff a living wage so that they stay long enough to learn the job
Things have got better when I call to get a laptop uplifted to the workshop is much easier, I remember having to battle with the guys on the other end. At one point I was told to get an electrician in the check the wall power socket even though I had a pc working on it. The plan to offer the customer a solution for me seems to be working well, the change is much better now...
