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Originally Posted by ian@huth
Going back to the cancellation line you mentioned could this not have been a menu item on the telephone system with no human intervention during the call?
Press 6 to cancel an engineer visit.
please enter your customer reference number after the tone.
in case we need to cantact you regarding this cancellation please give a contact telephone number after the tone.
This could then generate a printout at the appropriate department or whatever means of informing them, maybe ringing the cancellation department and repeating the information to them.
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if only it were that easy. I work in a non customer facing department that replies on information being passed onto us effectivly regarding cancellations. This cancellation line was implemented into our call queue in an effort to drive down wasted service calls. It was useless as the majority of people called to report a fault. Most where given the direct number by CMC!!