zhelpdesk
Member
Mar 18, 2004, 12:43 AM
| Hi there - I work on a Help Desk that currently has 6 staff supporting 1100 people Australia wide. We seem to be having some issues around staff boredom due to a decrease in our daily call rate. Im just wondering whether anyone has experienced / or is experiencing a similar situation. Basically since we have upgraded our Operating System to Windows XP in the last year, our call rate has dropped dramatically (by nearly 1000 calls per month) as a result of an improvement in network stability. Although this is fantastic from a customer perspective - from our HD perspective it has slowed us right down. As a result of this we are encountering laziness, boredom & complacenecy among the team. Also the majority of the team have been in the same role for a number of years We would greatly appreciate to hear from someone who has been through a similar situation & are eager to hear what steps were taken to combat the issue Thanks |