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HR Manager | Staff-India

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Discussion Details

Details of Manage Client Anthony in last 4 hours.
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Manage Client Anthony in last 4 hours.

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Discussion Info
Title Manage Client Anthony in last 4 hours.
Organized By Steve (Shabab Zahir)
Status Active
Created At 9th Dec, 2024 at 11:54 PM
employees
  1. Admin
  2. Alan (Abdullah Al Amran)
  3. Daniel (Dipta Dhar)
  4. Rob (Nasir)
  5. Ross (MD. Abdul Razzak Chowdhury)
  6. Steve (Shabab Zahir)
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  1. Steve (Shabab Zahir)
  2. Admin
  3. Ross (MD. Abdul Razzak Chowdhury)
  4. Daniel (Dipta Dhar)
  5. Alan (Abdullah Al Amran)
Discussion Details

Hello Guys,

Client Anthony work requires constant communication with him. Our agents uses around 24 credentials(username, password) in a day to complete their tasks. As there are 24 credentials everyday at least 4-5 credentials shows incorrect password. When this happens i have to inform client about this and he reset the credentials and provide my updated info and then our employee can login and work. Also there are many new things, options pops up everyday on the task website and i have to send him screenshot and ask him what option we have to choose. So basically it requires communication with client full 8 hours.

I have been managing this last 3 weeks. I thought after 1-2 weeks we will need less communication and input from client. But so far it didnt happen.

My shift ends at 3 AM. I kept myself available in skype till 7 AM last 2-3 weeks. But its getting tough for me to provide 4 hours additional support. So we need a solution.

I discussed with Rob. As this is a Data Entry project and all 7 agents are almost new, we cannot risk it to introduce a agent to client for communication. We need to find a solution to manage at least last 3 hours of client communication. Rob suggest we can ask Mark to communicate with client last 3/4 hours. But Mark's work hours ends at 4.30 AM.

Please Suggest if you guys can think of any solution.
Discussion Files
File Name Size Action
Discussion Chatting
Admin

11th Dec, 2024 at 09:18 AM

yes mate you can go ahead today and introduce mark.
Steve (Shabab Zahir)

11th Dec, 2024 at 05:02 AM

Hello Rob,

Any update from when we can bring Mark? As agent number increases comminication also increases a lot. Yesterday Client messaged me at 6.30 am regarding a urgent task but i finishes around 6 am so couldnot respond to him and task remain unfinished.
Steve (Shabab Zahir)

10th Dec, 2024 at 01:15 AM

Inform client that i will be available as usual. I will train the agents, oversee their performence etc. Mark will just be there to communicate with client when any agent face technical issue and requires client input
Admin

10th Dec, 2024 at 01:07 AM

ok cool in taht case ill discuss this with client today and make it happen. ill give you a heads up as soon i am done clarifying things with client.

 

so this case closed.
Steve (Shabab Zahir)

10th Dec, 2024 at 01:04 AM

Its not actually 1.5 hours. Mark will communicate with client last 3-4 hours.

Plus its better to let client know that another supervisor will oversee last hours. I have to communicate with the client a lot. So he will realize its not me.
Admin

10th Dec, 2024 at 12:50 AM

i think that sounds like a fair plan. lets get Mark on this.

 

however... how shall we handle the collab with teh client?

for 1.5 hours i dont think its worth mentioning that there is "someone else".

i think a simpler idea is for mark to use Steve skype?
Ross (MD. Abdul Razzak Chowdhury)

9th Dec, 2024 at 11:19 AM

I do not see any other options besides Mark if we need real-time communication with the client. But since his shift ends at 4:30 a.m., we need to pay him for the remaining hours until 7 a.m. I am sure he will agree, as he always looks for OT. 
Steve (Shabab Zahir)

9th Dec, 2024 at 11:16 AM

I just have a discussion with Mark. His original work hours are 8.30 pm to 4.30 am. But right now he is doing 9.30 - 5.30 am because of daylight saving time. He said he can manage. Maybe we need to offer him 1.30 overtime to keep him till 7 am.
Admin

9th Dec, 2024 at 10:51 AM

now keep in mind guys we dont want to engage staff members with client - on data entry work. especially not new staff.

 

i was initially thinking of Mark covering teh hours after 3am as teh client point of contact, as he is a long time member of us. its just an idea, im not sure if this is practically possible for mark.