This may be a topic that has been covered before as it is certainly a contentious one within our company.
Should call centre agents be given email access?
Do you believe it breeds poor, lazy communication and gossip to spread or is it an effective, efficient tool?
Be keen to hear your thoughts.
It would be nice to think that we are all moving towards the ultimate customer experience and to do that the agent needs access to more than just a headset.
Have a look at this short video clip, it will give you idea of where contact centres should be going.
http://www.youtube.com/user/cctonline#p/u/3/F2_jiFVUhek
Jason
Ive worked in various contact centres and Ive always found the requirement is based on skillsets, client contracts and cost. My B2B and High Level Complaints experience says absolutely, my IB and OB experience says no, a distraction and risk to productivity. My budget holder (slasher) hat says less licences the better; unless necessary.
Every call centre will be different based on proposition, demographic and age range as well...
So many variables...
Hi,
Our collectors all have their own work email address which we find very useful for sending out memos or information regarding work and/or changes within the company.
Our agents are all aware before they start working here that use of the email facility is strictly for work purposes only.
Yes, you may get the occasionaly 'chatty' email but so far I have never had any problems with inappropriate email use.
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