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M6.Net Weekly News January 5 2005 |
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Welcome | |
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Quality of support is my biggest issue right now. I am working very
closely with Kunal, refining procedures, improving systems and defining
metrics to ensure we provide fast, quality support. With the influx of new support team members over the last few months - I have noticed the quality of our support had dropped. I have done an intensive review of all our systems, the methods and procedures and I have specified some changes to our intranet where all the support is carried out. These changes will help us track the quality of support, shift by shift, and provide faster training to support team members. The new changes in the system will help us identify training requirements faster and carry them out using the intranet. We will also be maintaining a score board of performance and quality for each support team member which will help us roster support team members more efficiently - new members of slower shifts and more experienced support people on the busier shifts. We will also be doubling shifts at the busier time of day. Most of the issues are due to rapid growth over the last few months, and as always, with our efforts to continually improve, we use these dramatic points of change to make our operations even better. |
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Network Administration |
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This week has again been a slow one due to
the new years holidays. I have completed the setup of our new backup
server which gives us much more flexibility regarding the backup scope
and schedules. One thing I would like to remind clients of is to turn off your auto-responders for all m6.net email addresses, as this can cause problems for us when clients send emails to support. There was an instance this week where a client's auto responder was clogging our support system and required intervention. |
 Kunal Kochhar Support Coordinator |
Support and Customer Service | |
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Hello! Starting this new year we will be
getting more support personnel in the team and will start an intensive
training program for all the support team members. We totally agree with the fact that last year we have had some quality issues from our support service. I assure you that coming this year I will do my best to improve the quality of the service and focus on customer requirements. |
 Roli Varma Lead Developer |
Development and New Technology | |
| In the last few days, I
integrated a new Fraud Detection information component into our system.
This will enable us to keep track of fraud accounts. I plan to work
further on it, so that we don't go ahead with setting up these accounts
and hence bring extra work and time spent on handling fraud accounts. I developed an alert system to check the automation and email queues, so that they don't shoot up in numbers. I will be modifying and developing the internal intranet for support related issues to help improve the quality of the support team. This will help to keep track and enhance the performance of our support group. Also the Automation part for Control Panel is under the testing phase. Javier is looking into this. He has also added several other features for databases, which were missing in the previous system. |
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