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Spartan cuts computer faults
Friday April 24th 2009. Posted: 09:35
An initiative designed to reduce the number of computer-related faults across Customer Service is proving a huge success.
Since last June Project Spartan has been focusing on the priority three faults affecting advisors. People have been asked to take a number of steps, including switching off their computer and monitor at the end of the day - or logging off correctly before handing over to someone on a later shift. This has enabled the operating system on the PC to run diagnostics and has allowed key software updates to take place - reducing slow performance and screen freeze problems. The result has been a significant fall in the number of faults. OneView screen freezes have dropped from a high of 366 a week to an average of 60, while instances where no fault is found have decreased from an average of 915 to 206. There’s also been a saving in the amount of electricity used - with almost £16,000 shaved off BT’s energy bill. “We’re consistently seeing a reduction in priority three faults of 60 per cent,” said contact centre advocate for the managing director’s service operation Lawrence Freeman. “Much of this achievement has been due to advisors and managers being more diligent when reporting faults in line with guides and best practice briefings, along with the work carried out by site technology managers and mobile engineers. “As with all targets we’re looking for continuous improvement and need everyone’s help to sustain these achievements throughout the coming year, during which we’ll be aiming for a 90 per cent reduction. “To help us do this there’ll be numerous initiatives, including the roll out of a new desktop build called Webtop that’s already in use in Warrington. “Over the past year the advisor hours lost due to these faults has reduced by more than 200,000 - something we should all be proud of and that, with everyone’s continued support, we’ll be looking to improve on next year.”
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Last updated:
17:55