Serving people elsewhere.
WHAT THE PROBLEM IS
Your hours and theirs do not overlap.
WHAT THAT MEANS
Each exchange costs a day.
WHY THAT MATTERS
A problem needing three exchanges takes three days.
WHAT REDUCES IT
Complete replies: every question and instruction at once.
WHY THAT IS THE MAIN TECHNIQUE
It converts three exchanges into one.
WHAT TO INCLUDE
Everything you might need What to do if each step fails What to send back
WHAT TO STATE
Your hours, in their time zone.
WHY IN THEIRS
It sets an expectation they can act on.
WHAT TO CONSIDER
Extending coverage toward their working day.
WHAT THAT REQUIRES
Staff working different hours, willingly and compensated.
WHAT NOT TO DO
Promise coverage you provide only sometimes.
WHAT TO AUTOMATE
An acknowledgement stating when they will hear.
WHAT TO PROVIDE
Self-service, which has no time zone.
WHY IT MATTERS MORE HERE
It is the only help available in their working hours.
WHAT TO MEASURE
Resolution time by customer region.
WHAT A LONGER TIME INDICATES
Exchanges, not effort.
WHAT TO DO ABOUT IT
Reduce the exchanges.
