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My experience both before and after the changes in the help line is that
analysts always seem to call back on my lunch hour (which is the standard
12-1 EST) or after 5 when I am not there either. We have a theory that some
analysts purposely call so that they don't have to talk to someone. If they
have our client number and address and so forth, they should make attempts
to return calls during the hours at which people in that time zone work.
Having a voice mail left at 5:30PM does not make me feel any better about
getting my call resolved, particularly when I am never there at that time.
It is certainly feasible too that if they don't know the standard hours a
business works that info could certainly be obtained. We also log a lot of
calls, and our response time varies tremendously. It seems as though
certain subject matter areas call back quicker than others. For instance,
when we have had technical issues, we get a return call fairly quickly. When
we have an issue with purchasing, sales order, or manufacturing, it takes
significantly longer for us to get a return call.
I can make one positive comment that the patience, knowledge level, and
persistence of call analysts seems to be improving. I no longer feel like
the only intent of the analyst calling is just to "close the call". They
also seem less willing to throw in the towel as they did previously.
That is my two-cents worth!
Michael Grejtak
Mfg. Systems Analyst
Manufacturing/Inventory/Raw Materials
Hancor, Inc.
(419)424-8253
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