Briefings
Reading the pack in the same room as the desk
A briefing is not a product walkthrough. It is a facilitated reading of charts the desk already commissioned, with the people who take contacts and the person who owns the SLA sitting together.
Who should be there
The supervisor who writes the rota, the manager who reports upward, and at least one person who still takes contacts. If a client or an internal auditor will later see the pack, they may observe; they should not dominate the hour. We cap the room at twelve so that queue names can be challenged out loud.
What we bring
A3 sheets of the pack if you give us a headcount five working days ahead, a pencil for label errors, and a list of questions we already know the extract cannot answer. We do not bring a projector full of product screens. If your room only has a screen, we will still work from paper copies on the table.
Order of the ninety minutes
- Ten minutes on advertised hours and clock rules, so nobody argues about a Sunday ticket before the definitions are shared.
- Page-by-page reading of volume, first response, resolution, backlog and breaches. We stop when a queue name is wrong.
- A short list of follow-ups for the next quarter: fields to add, weeks to exclude, telephony to place on a facing page.
- We leave. Within three working days you receive a one-page note of questions raised. We do not write action plans for named staff.
On site or on video
England and Wales on site from Kingswood. Video if the journey would cost more than the session. The first quarterly pack includes a video briefing; the on-site fee is waived if that visit happens within four weeks of issue.