Too many engineers get a bad reputation to work as a team and communication lacks skills. Is the stereotype, while the technicians are much to what they are trained, they can discuss their knowledge to others. Because the techies stereotype that can communicate, they may be stigmatized, it do not have the adequate skills of teamwork by him. Therefore, the chances of the Office of the assistance of two teams of communicate with each other are successfully form a team do not service affect customer?
As this plan first sound - a huge task that? It seems impossible? No, if you're lucky, on one such team dynamite as mine was.
1997, I was the advertising Ameritech of troubleshooting, vendors of artists, yellow pages, and seizure of data from Michigan, Indiana, Ohio, Illinois, and Wisconsin was supported. Southwestern Bell Corporation acquired Ameritech in 1998, began to change procedures. Ultimately, the Ameritech was advertising help desk help desk SBC yellow pages and we have had support customers in the State of the Great Lakes five, but customers in other regions in which SBC reside. SBC had yellow pages of clients to the East in Connecticut, in countries in Missouri and Kansas in Southwestern Oklahoma and Texas and the West in Arizona, Nevada and California.
There were two help desk: help desk, customers in the great Lake region and support help desk, customers in the Eastern, Central, the Southwestern and Western regions. Customers of the service customer 24 / 7 in the days of the week, supported on Saturday and on call for Sunday. The service desk in the Great Lakes was about seven or eight permanent and client services officers, two in the afternoon of people and a white mid night. Eastern, Southwestern, Central and West region help desk had worked approximately eight to ten employees, different hours of 7 a.m. to 10 p.m. Eastern time.
The grand plan was to combine the two helpdesks and were all multipurpose analysts in all applications in support of clients of all 13 States. For example, most of the analysts, who never but worked with VMS systems, customers in the region Great Lakes had supported very familiar with systems such as Office help repair software. Unlike the majority of analysts, who had supported clients in the East, on average, Southwester and West of the United States trained VMS systems have been, but had never worked with repair.
As in the information technology, you can get wrong to systems and applications. It seems that in too many cases techies troubleshooting and fastening systems.
So, how have combined operations go without sacrificing customer service?
1. It is on a six-month plan, which began the gradual adaptation of two desk analysts help to February 2002. An analyst with each centre of troubleshooting for several months, before the support of clients trained in all 13 States.
2. The two helpdesks were in different parts of the call center. Some analysts two helpdesks moved desks to acquaint each other with systems.
3. Management is very favourable to the transition and realized that there is a curve of learning during the transition period.
4. He had two analysts of two desk help desk assistance, called, which were between analysts and management. Both proponents communicate the concerns of analysts, management.
5 Customers were informed that two services of assistance in the process of special shippers and please understand as possible during the transition period was to him.
6. Each analyst has been responsive to any questions by other analysts. Each analyst was in the same boat - so to speak. Each analyst knew that he or she would have questions about the systems, in which he or she was not so familiar. As each analyst discusses the issues of a colleague would reflect, in which he or she might happen, if he or she had a question. This is the aspect of human nature.
7. Any analyst had a desire to learn.
8. Any analyst had a desire to educate the 9. If an analyst could learn a system, he or she could learn other systems.
10. Each analyst was a player of the team. Although there were people, years and even decades had experience on some systems, no one is too good to help any analyst who had never worked with a particular system. The fact that each analyst was cooperative during the transition it a huge success.
This is what I have personally learned from experience: 1. team work is not on people. If a customer issue has been resolved, it was outweighed any help desk.
2 If superstars in team play, the team will finally win. Each team member a superstar has been played as a team and we won in the end the two helpdesks in switching.
3. Each analyst has proved that she could translate their knowledge of the parlay and this language to other analysts and customers.
4. The perception and reality can be two completely different things. I knew that very little about the population of help desk. When I got to know, they were so wonderful that people I already knew in my own helpdesk.
5. The team work is to deal with people. What do your relationships, it is for you.
6. It's amazing what can do a team when it is for the challenge. My team had only a certain time, for the transition of the company and we have!
7. Sometimes only a desire to learn can make the difference between success and failure.
8. Investment in relations with the people is of inestimable value, with a performance rewarding.
9. Random acts of kindness 10. You can access really better nature and not only of their interests of people.
Everyone see a lot of cooperation and will, but whatever the form how many times they asked a question. All the parties during the transition is very proud that they were part of this great time and it is something they can take with them anywhere on the other hand, they will. Each of us were part of a group that required, to implement the greatest team effort or not, we want the transition.
If one considers that three layers were involved, the event is once more a source of pride for all those who participated. Each person in the team can be addressed, and they were more willing to help with questions. We have an example to follow and we certainly define a great standard for team work!
Teamwork is all about people. In the technique are named people. No matter what your profession have large capacity as all other persons in the technology. My team has broken the techies stereotype that can communicate well and not team players. It is not your profession determines what makes you a great player of the team, it is who you are. It is not how many skills you have, this is what you do with these capabilities, the case.
This article is dead this great team members, Monica Mitchell, dedicated, who on Wednesday, 5 November 2003, a pulmonary embolism. The grace of God with you always, Monica is. Have worked for those of us who have had the pleasure of being with her, will miss us you greatly.
Published November 2003: zdnet.com.com/2100-1107_2-5107498.html