Taxi Driver Online

It started with a controller taking a credit card booking and over charging the customer so I had to give him a refund. First job £5.20 down

It got worse as the morning went on with dead jobs and and "No Shows" Finally Italy lost at rugby ( I had a fiver on them!) Still Stella understood

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Life? Don't talk to me about life!
http://www.youtube.com/watch?v=wjm2eslm6hI

Who said women were good for nothing at least we're understanding

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Note to self: Just because it pops into my head does NOT mean it should come out of my mouth!!

Which phone system/software provided your call monitoring?

We use a LG telephone switch and the software is called infocall i think, we got it through our telecoms suppliers who were Global before they went bankrupt

How did you incentivise your staff?

By paying the staff a monthly bonus that we calculate by using a very complicated mathematical formula that is based on the number of incoming calls, individual calls answered, how many staff are working, the amount (%) of missed calls and the expected amount of calls each staff member should be able to process in any give hour. It's far too complicated for me to go into further detail on here, but you or another trusted member of staff need to spend a few weeks doing time and motion studies first for any of it to work. I also pay all staff a Christmas bonus based on company profits.

Our staff are divided into controllers and telephonists. I've been trying to work out how to offer fair incentives for the last ten years.

Mine are too, i promoted all of my controllers into Team Leaders and then paid them a bonus based on how well their relevant teams performed, if one particular team doesn't perform well either me or my manager take it up with the team leader, he in turn takes it up with his team. If he doesn't feel comfortable doing this we invite him to join us while we see the staff members that are not performing to his/her full potential, we do this as a training aid.

In a previous life, I was used to working on commission based on various measures so I appreciate the value of the right incentive but I'm struggling to resolve this particular conundrum

I'm not going to pretend that its easy, it's definitely not, however the hard work is well worth it in the long run, our missed call rates have been halved in the last two years, we now process more work with the same number of staff too!

Last year was our best year ever in terms of numbers of jobs processed and company profitability, i personally worked less hours last year than any previous year, i expect even better results this year!

We are now just over 1 week away from going live with our new computer system, i expect the next week to pass extremely quickly so I've decided to start the staff off with a small amount of training tomorrow evening. We have arranged for extra staff to come in to provide cover whilst staff are under going training as from Wednesday this week, I'm hoping that this should allow each staff member at least 3 or 4 hours each practising on Evo before we go live.

I don't envisage too many problems training my staff, they are a competent bunch that should pick it up very quickly. One thing that i have noticed which could be confusing for my staff is while i have been using the new system to input data then switching to use our existing system, i keep using the Evo input commands on our old system and visa versa with Evo system.......confused?.......my staff may be too!

Yeah Stella always seems to understand especially in a 6 pack and nicely chilled!

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Life? Don't talk to me about life!
http://www.youtube.com/watch?v=wjm2eslm6hI

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Note to self: Just because it pops into my head does NOT mean it should come out of my mouth!!

Tonight i have to address one of my own short comings........Staff training, in my younger day's i had the patience of a saint, not now though unfortunately. My problem is once I've shown someone how to do something i expect them to remember it, i find it so irritating when people can't remember what I've shown them, not a good recipe for success!

Like always i will give it my best shot but i am what i am, what you see is what you get with me, I'm not known for being a patient man.

I can feel a mood swing coming on already, god help my staff tonight!

Be no good you then jumping on the NVQ/Btec gravy train.

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IDFIMH

Many thanks for your advice, TB. That's very helpful.

You've been fishing, Echo.

I think that's called 'hook, line and sinker!'

In my 'other life,' we were always given a printed folder of the course to take away. It's a bit more effort, but if you give them course notes at least they can't argue about which way you want it done, and you should get everybody singing from the same hymn sheet.

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Note to self: Just because it pops into my head does NOT mean it should come out of my mouth!!

Couldn't resist

Sorry Toots

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Life? Don't talk to me about life!
http://www.youtube.com/watch?v=wjm2eslm6hI

I don't understand. I don't know why you're apologising or why he thinks you've been fishing although I do now get the joke about Stella

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Note to self: Just because it pops into my head does NOT mean it should come out of my mouth!!

Funnily enough i received my 1st phone call from a company rep that supply NVQ training to cab drivers this morning, probably the first of many. He even offered me £20 per driver, apparently the training is free, i invited him to email me some info, sadly i have not yet had anything sent through to me. Anyone else been approached by this type of rep yet?