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Originally Posted by jimbo
Originally Posted by jimbo
It is assumed all calls are fixed first time, unless the customer then calls back within a certain period with the same problem. In this case, the 2nd agent should add his/her notes to the existing ISE, which will mean the call is known not to have been fixed first time.
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A very big assumption with no scientific or logical basis. I have called on several occasions about problems, sometimes twice in the same day regarding the same problem and have found that the first agent has put no notes on the system about the first call, being talked through the same process by the second agent as the first despite me telling him that we had already tried that earlier in the day.
How many customers in the past have tried to call TSB and got fed up with the queue and looked elsewhere for a solution (this site or dotcom in its day to name a couple), particularly when their first call didn't solve the problem. Using what Jimbo said, this would be regarded as a FTF even though it wasn't.
How would calls be classed that were insoluble by TSB? By that I mean calls such as "I have a problem with my email" made during the very lengthy period that email has been a problem. The TSB guy replies that they know that there is a problem with email that will be fixed at some unknown time in the future so the caller doesn't bother to call back. According to what Jimbo said that would have been classed as a FTF as the caller didn't call back although we all know that it wasn't fixed.