Does your contact centre allow web access?
What web sites can your agents visit?
Can personal networking sites allowed to be visited?
Web access within your contact centre?
Call Centre Helper Forum » Call Centre Management
(9 posts)
Posted 1 year ago
My contact centre agents are only allowed to visit business sites, e.g those who deals with vehicles will only be allowed to visit Vehicle manufatures and Vehicle dealership sites. They are also allowed to visits all banks for internet banking.
Personal/ social networking sites are prohibited.
Posted 1 year ago
thank you for you post godfrey, we work with many companys within our contact centre allowing agents to visit many of there sites.
do you allow any form of gaming?
Posted 1 year ago
We allow staff access to the web with a few caveats...
Access to certain sites such as:
social networking
personal e-mail such as hotmail
gambling etc is banned at all times.
Access to a set list, ie bbc, suppliers/competitors allowed all day with shopping sites available during lunchtimes.
We are able to report on what sitea have been accessed and when to take up with staff.
Hope this helps.
Posted 1 year ago
What I tend to recommend to clients is that there is a "walled garden" of websites and other business related sites at the agent's desktop.
In the agent's break area, where there may be some other PCs present, they can access their email and other social networking sites during their lunch or other breaks. But all of the sites will need to comply with the company's prevailing IT website policy... so if the corporate policy of the business says "No Facebook", then thats that.
G
Posted 1 year ago
My contact centre is very much like an office, so has a more relaxed atmosphere around web access. Agents are allowed to use social networking sites as well as email. However, gambling and adult sites are prohibited, of course. This relaxed attitude breeds a relaxed attitude among the agents, which is great.
I find that there is very little abuse of this privelage, but it's very easy to restrict one person's access if they've been abusing it.
Posted 1 year ago
Thank you all for your posts.
Do you allow any type of gaming or web based games?
We currently run a book club allowing agents to read a book that is downloaded to our internal system. All books have to be out of copyright.
Do any of your contact centers use instant messenger (msn type)?
Posted 1 year ago
I also work for a Major bank in South Afica, We have access to social networking sites like facebook between 12-2 during lunch breaks and then after business hours 5:00 PM. we also have access to most sites on the internet during the day. Gaming sites are not allowed as it carries a risk of virusses, pornography sites that incite racial hatred or racism etc are banned, the list is also updated continiously as new sites start to come up on user profiles. Web access needs to be carefully monitored depending on the environment that you work in. especially with regards to Risk of information security. Also things like flash disks, writable cd-roms e-mail needs to be monitored so that information cannot easily be sent out of the contact centre to unwanted persons.
Posted 1 year ago
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