June 4, 2011
Wave 59 Graduation from Transition. We're finally endorsed to production. I'm not excited at all. I'm not yet ready. I have lots of things to learn. Well, I know I'll learn them all soon.
We had a little celebration at Abuhan Tres, which is also just in I2. We had a breakfast buffet. How I missed having this. Back when I'm still an Aegisite, we visit every eat-all-you-can restaurants with my co-workers. I still feel that I'm out of place when I'm with my wavemates. I can compare how close I am with my wavemates in Aegis. Maybe because I'm no longer the youngest in the group (lols).. well I'm still the silent type me and everyone knows that. Most of them are just talkative and I just can't ride in. It really feels different with them. It feels like no one is interested to be with me. Sometimes I tried to, you know, reach out and be with them, join them.. and you would really feel how awkward the atmosphere is. I think the rest of the group found new friends.. Well, I did.. but what I mean, I hope I really found a friend just like I did from my previous companies.
By Tuesday, I'll meet my new team. I hope everything goes well..
Sunday, June 5, 2011
Wednesday, June 1, 2011
The Big Bang Theory
June 2, 2011
Our wave finally hit the target for Average Handling Time (AHT). We ended up around 17 minutes and our target for this day is 18 minutes. And since we won the Big Bang Theory deal, we earn ourselves one Big Bang chocolate each. I was able to lower down my AHT to 21 minutes, which is the lowest so far in my entire transition and I've got 15 calls which is also my personal highest. I still have 2 days and I hope I'll be able to lower down my month to date AHT.
Why is my AHT high?
> I'm still familiarizing myself with the workflows and workaround.
> I'm not very familiar with other operating system since I've been using Windows XP
> I take time to understand what I'll be doing. I don't want to provide troubleshooting steps that I, myself don't understand.
> The vault may contain lots of information about the account, the troubleshooting steps, workflows, etc. but it's not very agent friendly and it's really taking time just to search for an article that you need. Documentum (the tool we used on my previous company) is way more helpful and organized.
What should I do.
> Familiarize myself with the vault so that I would know where to find the answers to my questions.
> Practice OS navigation. I really need to be familiar with other operating systems.
> Be straightforward. I'm challenged with this one.
> Active listening. So that I won't ask the same question all over again.
> Product knowledge. I'm not well trained. I'll just help myself.
Our wave finally hit the target for Average Handling Time (AHT). We ended up around 17 minutes and our target for this day is 18 minutes. And since we won the Big Bang Theory deal, we earn ourselves one Big Bang chocolate each. I was able to lower down my AHT to 21 minutes, which is the lowest so far in my entire transition and I've got 15 calls which is also my personal highest. I still have 2 days and I hope I'll be able to lower down my month to date AHT.
Why is my AHT high?
> I'm still familiarizing myself with the workflows and workaround.
> I'm not very familiar with other operating system since I've been using Windows XP
> I take time to understand what I'll be doing. I don't want to provide troubleshooting steps that I, myself don't understand.
> The vault may contain lots of information about the account, the troubleshooting steps, workflows, etc. but it's not very agent friendly and it's really taking time just to search for an article that you need. Documentum (the tool we used on my previous company) is way more helpful and organized.
What should I do.
> Familiarize myself with the vault so that I would know where to find the answers to my questions.
> Practice OS navigation. I really need to be familiar with other operating systems.
> Be straightforward. I'm challenged with this one.
> Active listening. So that I won't ask the same question all over again.
> Product knowledge. I'm not well trained. I'll just help myself.
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