It’s not only people that needs clear communication. Applications, as in software programs, should interlink with relevant info.
In the company where I am working, the call agents have to check into the system where they log the call (called case) and then entitle it – to check whether the unit (product – usually hardware) has any warranty, special/additional warranty, contract or out of all. Several models, or shall I say specific models, may have uplift warranty where they are valid only in several countries.
All these info are kept in different databases and they may not link correctly – at least they don’t show up 100% accurate all the time. So what to do?
The agents have to check in the database where they are logging the call, then check in the uplift warranty spreadsheet, another website and sometimes with people handling additional warranty and contract. What a waste of time!
Companies should just maintain 1 database that has all these info. Centralize info and you don’t have to worry about duplicates and contradiction.
Right now, we have hundreds of models under uplift warranty in our country. Somehow the someone from the Sales team thought that all specific models under a main model are under uplift warranty. That’s what he told the customers. To our Support team however, we check on specific models – unless we get order from upstairs (our managers) to support based on the main model. So if the agents find out that the specific model that the customer is reporting is not under any valid support, the support will be chargeable to the customer.
With so much checking admist the confusion, it’s a wonder the agents are confused too! Perhaps they are new, need more training and familiarity. Let’s hope the company solves this database problem but it’s very unlikely. It was like this 3 years back and it’s still like this now.
Linking 2 different databases are not that difficult – if you have the right programmers and language. The company could export all the data from the lesser used or weaker database to the other – to combine everything into 1 big database.
It would also make the agents more confident on their work and company. When the company has good structure, staffs know they can solve the problems without difficulty.
On the other hand, the company would probably have to fork out lots of money to change the infrastructure and softwares. License!! Project management, managing change.. all these take guts, co-operation from users and leadership. When the captain of the ship do not lead to the right direction, he’ll find the passengers jumping into the water or to another ship.
