Customer service has a weekly work log used to track our workload. This log contains every action that a customer could call in for,such as, calls taken, calls transferred, CC pmt, check by phone, DFHC, etc... Instead of keeping a separate log, I propose an Action Code drop down be added to the main screen. When you enter your action code, it automatically produces a FUN. You can not leave an account without submitting an action code. This could cut down on lack of communication within accounts. Managers could generate an accurate weekly report that would show all the action codes used by staff.
|I need it...||
Not Sure -- just thought it was cool
This will get accomplished when we move to OnBase and upgrade GIAS. Great idea! Thanks for your input!