Hi all
Im hoping I can get your thoughts on Data Protection and Emails.
I work within an Inbound Call Centre and we recieve a large number of enquries via email which we are currently not providing FCR on due to Data Protection policies in place.
What are your thoughts about providing information of a persons account/order via email? (please note this is a loyalty scheme and therefore we do not hold any bank details).
Hi Lynds, I also work within an Inbound Call Centre which handles email queries. When we receive emails asking for a copy of their bookings, we would just send a copy of the original booking to the email address provided at time of booking and let them know of it. If they want particular information we would ask them to call where we would be able to establish data protection questions before giving out details. Hope this helps in any way.
Hello,
I also have experience of my team dealing with customers by email. If the customers had not provided sufficient personal information in their original email (for us to verify who they are, the same as we would on a call)then we have requested that they do so in our first email response to them due to data protection. However, this was for mobile phone insurance.
If you er on the side of caution you cant go wrong - however, it may annoy your customers and of course means they have to contact twice when potentially everything could be resolved by responding to their first email enquiry.
I look forward to seeing what other members have to say in regards to this :O)
Hi Lynds,
I'm not sure the type of set up you have there so i'll guess here. incoming mails requesting order details- can these not be handled online, that way you can verify ownership before releasing information? maybe even if you have an inbound IVR- direct them back to the website to get that order/ account info that way you reduce the inbounds??
otherwise i agree with the other posts- err on the side of caution. only provide a copy of the order/ account info back to the original email given.
or a longer step may be to have an auto response asking for security confirmation from the customer before you can then issue details?!
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