hye blog..
lame tak jenguk kan..bz sangat..ni nk citer sket psl tempat keje baru...project baru..company sama..heheh
pas graduate bbrp bulan lepas...aku dpt posting ke TMUC..dulu jaga streamyx skang jaga Unifi plak..
mase mula2 dpt tu..mak cuak ko...maunya tak...tempat baru, orang baru, proses baru, lagi plak mase tu tgh bz gan handover from TM ke VADS..agak kalut gak la mase nih...

utk jadikan citer, aku di assignkan utk menjaga team Model Contact Center (MCC) which consist semua services (Technical, Billing, Account, Sales and email )..team ni sebenarnya adalah utk run sume test plan or initiative yg nk dibuat..besenya kita akan amek pilot team, tp kalo kat sini kita da ade team yg spesific..just ikot service ape jek...dlm ni aku ade 8 TL..sumenya ok just perlukan exposure and guidance..

tempat baru ni...chanllenging dan mmg tak mudah..serious tak mudah...baanyak sgt benda kena btolkan..byk sgt bende takde yg kene diadakan..
aku da byk kali skip mkn..tak bekfes/lunch..balik umah sumpah letih..
lately ni jek leh makan secukupnya...client/BT kalo da tgh nak,mmg nak aje..takleh tunggu.. LEAD program sgt mmbantu utk aku be in ready bile kene posting sini..bersedia dr segi mental/fizikal..

yang bagusnya dgn adanya BT ni..the managers and TL work faster than ever..sbb depa dok push itu ini..kite pon pandai la nk push2 lebih sket..last2 target bulan 8 capai bulan 6 iaitu FCR..FCR tu ape..First Call Resolution..maksudnya tiada repeated call from the same account within 7 days.tak kira lah hari ni customer call psl technical sok customer call ty psl billing plak..habis FCR..so, mase mule2 masuk tros2 je mindset tros bertuka ke FCR FCR FCR FCR,..FCR sana FCR sini..mcm findings kene buat..smpi skang ade wat lagi..nk elakkan customer call balik..kenapa kene ade FCR..sbb nk tingkatkan customer experience..skali call je leh setel sume..agent pon kene extra mile mase assist customer...
.dulu ms kat streamyx lebih pntingkan Servive Level so tak amek tau sgt psl bende nih....tp BT nya direction FCR and Abandoned Rate..Abandoned Rate plak..maksudnya takde customer drop call before agent jawab..maksudnya kita kene make sure ade je org available nk jwb call customer...unless it's below 5secs, that is short abandoned....

Ouh lupe..BT ni British Telecom..consultant paid by TM to check on us/chase us..hahah..so Operations banyakla bekerja gan derang..so hari2 mak kene ckp omputih u olss...psl hari2 ade meeting gan derang..hari2 deranng carik mak..

OK..nnti aku sambung lagi k, my blog..readers aku yg bape kerat pon da takde dah psl harapan tinggal harapan je check blog aku nih..kosong...harharhar.. tatatititutu.....