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Anyone got the email from MFI regarding direct transfer of customer calls. I got one yesterday saying that as of Monday any customer that calls them will be put on hold and the customers call transfered to me for booking. If they cannot contact me MFI will give my number to the customer and tell her to contact me direct.
I am looking at this two ways.
The bad part is it is going to cause problems in the earlier part of the morning when the phones are at their busiest. Whereas just now I get the emails and contact all the MFI customers when the phones are quiet.
The good part is if MFI pass the customer direct it will save me calling these customers for 2 or 3 days trying to book an appointment and then get a complaint email from MFI “saying customer not been contacted yet”
When I first got the email I thought it was just another way of a manufacturer cutting down on call centre staff and passing the buck to me, but on reflection they are still taking the calls and just transfering them over once they have the details, so I suppose it might be better all round.
Anyone spot any other obvious pro’s and con’s
John
Re: MFI
I assume the FSR number will be emailed as if the customer incorrectly tells you it ..you wont know and your initial payment will be rejected.
Not had the letter and tony never mentioned this when we spoke today.
Kevin
I’ve been doing it for months now as I was on the trial and there’s no problems with it John. 😉
K.
Re: MFI
Thanks guys,
From what I can gather MFI will send me all the FSR’s at the end of the day.
The only other problem I can see is a call being passed to me at 8.00 a.m. and getting booked for the same day as a top for an engineer and the customer claiming guarantee. then the email comes in the afternoon saying the it is a cash call. Just trying to think of the possibilities that can go wrong but then I will probably get them booked for next day to give me time to confirm details.
The only other problem I can see is getting a few of these calls on Monday mornings and it affecting my “reachability” as Croydon measures how long it takes to answer the phone. So I will probably need a seperate line for MFI calls.
John
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