Your department had been given additional work at a company you work for which is creating problems. Write a letter to your manager. In it - Explain what the additional work is. - What problems are you facing due to extra work - Offer a solution to solve

Dear Mr Amit, I am writing

this

letter to bring to your attention that the new function of updating the scratchpad on the Caps-Lock system to track conversation trails is hindering our process at the call centre.

Firstly

, it has two features that are problematic for the agents handling calls. One, it allows input of only 250 characters prior to saving. Once saved, we need to key in the customer id to access the scratchpad to add more information which is unnecessary.

Also

, the system timing-out features every 30 minutes for security requires agents to type in the

last

call details again which is the other issue. These issues are delaying the processing time and the unit is struggling to meet the staff’s target of 60 calls a day. An instant solution to ease the functioning of the call centre could be to involve the IT department to increase the input characters to 500 and incorporate auto-save before timing out.

This

will ensure that the additional work of updating the conversations is documented for the future and staff will be able to achieve their daily targets. Hope

this

suggestion is viable else kindly suggest an alternative solution. Yours sincerely, Tara