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  • Minutes of Call Center Dept Meeting

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    The minutes summarized the following: 1. The call center department meeting was held on September 18th 2012 to discuss various matters. Ethan Chuah chaired the meeting which some staff attended and one sent apologies. 2. Matters discussed included drayage operations, port development plans for new cranes and extensions, upcoming ESS training for call center staff, procuring new headsets and dial pads, criteria for club 21 nominations, upcoming teambuilding activities, and staff performance reviews. 3. Staff were reminded to improve their key performance indicators like reducing abandoned call rates, and those coming late would need to submit lateness forms. The meeting then adjourned at 5pm.

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    The minutes summarized the following: 1. The call center department meeting was held on September 18th 2012 to discuss various matters. Ethan Chuah chaired the meeting which some staff attended and one sent apologies. 2. Matters discussed included drayage operations, port development plans for new cranes and extensions, upcoming ESS training for call center staff, procuring new headsets and dial pads, criteria for club 21 nominations, upcoming teambuilding activities, and staff performance reviews. 3. Staff were reminded to improve their key performance indicators like reducing abandoned call rates, and those coming late would need to submit lateness forms. The meeting then adjourned at 5pm.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    Download as docx, pdf, or txt
    170 views2 pages

    Minutes of Call Center Dept Meeting

    Uploaded by

    bkwsubanting
    The minutes summarized the following: 1. The call center department meeting was held on September 18th 2012 to discuss various matters. Ethan Chuah chaired the meeting which some staff attended and one sent apologies. 2. Matters discussed included drayage operations, port development plans for new cranes and extensions, upcoming ESS training for call center staff, procuring new headsets and dial pads, criteria for club 21 nominations, upcoming teambuilding activities, and staff performance reviews. 3. Staff were reminded to improve their key performance indicators like reducing abandoned call rates, and those coming late would need to submit lateness forms. The meeting then adjourned at 5pm.

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    of 2

    MINUTES OF CALL CENTER DEPT MEETING

    HELD AT CALL CENTER MEETING ROOM ON


    18th SEPTEMBER 2012 AT 1550 HOURS
    Present

    : Mr. Ethan Chuah (Chairperson)


    Mr. Saravanan Muthia
    Mr. Rathana Singam
    En. Mohd Razuan
    En. Mohd Azir
    Ms. Anita

    Absent with apology : En. Ismail bin Samat

    NO
    1.

    2.

    MATTERS DISCUSSED

    DRAYAGE
    Waiver in regards to delay in drayage movement to email En.
    Nizam or En. Ali.
    Info

    PORT DEVELOPMENT
    Extension 300m of whaft is in progress will be completed by
    Feb 2013.
    Info
    3 new quay cranes has arrived, will be deployed to operation
    1st week of Oct 2012. 4 more new quay cranes are expected
    to arrive next year Feb 2013.

    4.

    5.

    6.

    Remarks By: Vijay

    OPENING
    Ethan welcomed all staffs and went thru the previous meeting
    minutes.

    Drayage premium service charge will be introduced soon.


    Premium service will be charged if there is a request to
    expedite the movement within certain hours. Details to be
    communicate once available in order for call center to attend
    to related inquiry.
    3.

    ACTION

    ESS TRAINING
    Call centre staffs are yet to go for ESS training. Rahu of HR is
    coordinating the training. He will inform Call Centre staffs on
    the training dates. In the meantime Kanages will assist staffs
    in regards to leave application.
    HEADSET & DIAL PAD
    Yet to get vendor who can supply headset and dial pad with
    testing. Chan of TSD Dept has a vendor but no without testing
    have to directly purchase it. Ethan will speak to Chan on
    this.
    CLUB 21
    Staffs wanted to know the criteria to be Club 21 nominee.
    Ethan will check with the relevant party and update.

    Rahu

    Ethan

    Ethan

    The premium service will


    only be intrdocied for
    Empty movement.

    7.

    8.

    9.

    TEAMBUILDING
    The name list for Call Centre staffs has been submitted to
    Rahu of HR according to the teambuilding schedule. He will
    coordinate with Jegan and finalize the dates.
    TRAINING
    Attachment with WDC has completed. Next attachment is with
    Gate & Drayage, Ethan will liaise with the respective HOD to
    arrange for this.
    KPI
    Ethan reminded staffs to consistently perform better and
    achieve their KPIs. He named few staffs that havent been
    performing according to their KPI to improve. Staffs who come
    late to work is required to fill-up lateness form and submit to
    Kanages. Ethan also request staffs to look into the abandoned
    rate of calls since that has increase.

    Info

    Ethan

    All

    There being no other matters discussed, the meeting was adjourned at 1700 hrs.

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