Important tools that help the Operations team – George’s experience
In a company where every day the range of its products grows and develops, the allocation of tasks is a crucial point for an Operations team to be able to serve the need of customers and their colleagues.
Many companies frequently face difficulties in performing some tasks within the desired times. A common complaint is that employees simply "don't have time” or are so overloaded that they end up overtaking a request without of course realizing it, or even within their team it isn’t properly defined who deals with what. Other times they execute the issue at longer times than it would be desirable for customer satisfaction.
However, when you set a certain time limit for the completion of a task, the completion time of a request is magically improved by 90%. When requests are shared among members of a department, there is an even greater improvement in the completion times.
Also, to maintain a healthy and proper flow in the completion of tasks in a multi-tasking team, doing the allocation of work by issue is now necessary.
Moreover, we must not forget that the requests received by a salesperson may include personal data, which should definitely be handled in confidentiality and not be released in messages, online or not, or in Outlook.
Personally, I have seen a huge change and improvement in the overall completion of our work when the allocation of our tasks in tickets was implemented with the tools offered by the Jira software.
Initially, our work is divided into four major "Projects" with a rotation system where each agent has the ability to see his pending issues and choose the most appropriate completion method of the request, at the most appropriate times. Specifically, at Up Hellas, we divide them in cardholders (users), internals (internal processes), orders and extranet (platform for customers).
For each issue, a specific completion time of the request is set and when it’s completed, the tickets are automatically archived. Additionally, if an issue cannot be solved in the first communication, there is the possibility to keep a ticket on hold, where we can also note the progress of resolving an issue, without having to constantly refer to our emails or messages.
Having set some mandatory fields at the opening of tickets, we are sure that we will receive all the necessary data for the shortest possible completion of the request, always with utter protection of sensitive and personal data.
In this way, our work is carried out in the best and safest way possible.
By George Georgakilas, Senior Relationship Manager of our super team!
Subscribe to out Neswletter and recieve Up Hellas latest news and product updates
I consent to Up Hellas using the above information in order to inform me about its products, based on the General Regulation for the Protection of Personal Data that is valid from 25/5/2018.