Agent support manual
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In any workplace, there will be times when you come across errors in the information systems with which you work. These may be due to human error or processing faults in the system.
Information system errors can have a serious effect on the successful running of a business. All information system errors and faults should be reported, even if you are able to rectify the problem yourself. This is important because: bullet point.
other agents need to know the problems that exist, and learn how to overcome them in the short term , bullet point.
solutions to recurring problems can be developed to avoid the problem in the long term , bullet point.
customers can be informed and prompt action can be taken, if necessary.
All agents should be able to do the following: bullet point.
analyse errors and determine the level of impact , bullet point.
correctly report information system errors and faults , bullet point.
make recommendations to help avoid future errors and faults , bullet point.
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You must analyse errors and faults to determine who will be affected and at what level. Errors may affect: bullet point.
customers , bullet point.
other agents , bullet point.
other departments within the company.
You may need to notify some, or all, of these people if an error has occurred, and tell them what action you are taking as a result. You may need to apologise to customers for any inconvenience caused, and check that the customer is happy with any proposed follow-up action.
You need to assess the urgency and impact of the problem, as well as be able to offer some solutions. Bushland Blooms uses the scale below to rate their errors and faults. This helps determine how quickly errors must be fixed.
| Rating 1. Critical | ||||
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| Rating 2. High | ||||
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| Rating 3. Medium | ||||
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| Rating 4. Low | ||||
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You should alert your team leader immediately if you notice any errors in the information systems dealing with: bullet point.
the database , bullet point.
order/service requests , bullet point.
incorrect information on the Intranet.
Your team leader may do one or more of the following: bullet point.
inform all the other agents who might be affected , bullet point.
complete and forward a feedback form (if applicable) , bullet point.
contact Information technology (IT) support or the database administrator where necessary , bullet point.
make customer contact centre diary notes , bullet point.
add comments in the Customer database records on the Intranet.
You should contact IT support, for functional and processing problems with: bullet point.
your e-mail , bullet point.
accessing information on the Intranet , bullet point.
accessing other network drives required to do your job.
You may have to complete the Error and fault log found under Forms on the Intranet. You will need to make careful note of: bullet point.
the type of error (human or system) , bullet point.
when, where and how the error occurred , bullet point.
the probable source of the error , bullet point.
the possible impact of this error on others , bullet point.
how the error could be avoided in the future.
This report should be delivered or e-mailed to the IT department.
Locating the source of the error may help you suggest ways to avoid the error in future.
For instance, a comments field may be too short to enter any meaningful information, or a field that is meant for numbers may accept letters as well. These problems should be reported to IT support, who have database administrators and programmers who continually make changes to the system to make it more effective and user-friendly.
Other recommendations might involve staff training to alert agents to common types of errors and how to avoid them in the future.
It's a good idea to discuss any recommendations and suggestions with your team leader and fellow agents before completing the Error and fault log (see section above).
Once an error has supposedly been fixed, check the relevant part of the information system to see whether the amendments have gone through, and are correct. If not, you may have to report the problem again!
 ASM
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