New Team Organization Front of House Rules Schedule Strategy for Assigned task Issues
1. Focus on the career future 2. World Class Performance 3. Professional Aspect
Lessen drop calls at least 50% from 2012
Lessen tickets aging and customer complain
No bags allow on the workstation Workstation should be Clean Up Eliminate distraction during duty like
personal celphone, psp and other gadgets
Strictly Compliance on Tardiness and Absences(Nina)
Back up Email GSM Closely monitor all tickets aging and
escalated Compliance Report on Tardiness and
Absences of their Agent Dispatch and Liquidate Field Engineer
Front line support Provide interim solution to prevent
disrupption Manage tickets aging Escalating tickets to 2nd level support
Avoid technical words translate in lemans term
All pending email issue should be retain on INBOX
Update client for any development of concern
Sending confirmation to client (template) Survey
Strickly comply on 15mins conversation
Reformat all MSI unit or replace for new unit
Session for Service Desk Agent every monday
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