Address any problems quickly to avoid degradation of the process. Take small steps. Instead of dismantling the entire alphabet split structure to make way for the rotational servicing approach, consider starting with telephone calls only. Depending on your agency size and telephony infrastructure, set up a call group that automatically rolls calls to the next available representative. On a smaller scale, instruct your receptionist in the new process so that calls are rotated to the next available technician.
Some agencies continue to use a basic alphabet split to determine the distribution of mail.
This may be necessary through the transition phase. Other agencies designate a single mail distribution point for the department, identifying what CSR processed various tasks by reviewing the action items on the individual client records, then allocating the paperwork accordingly. Consider utilizing document scanning as the primary mail distribution mechanism, T-filing the document immediately. The incoming mail becomes a part of the client's electronic file as quickly as possible, and those performing the individual tasks will have immediate access to the incoming documentation that closes their action items. Of course, each agency may have unique matters relating to size, business demographic and staffing.