Mask Use In Contact Centres

Topic Views - 1125

Mask Use In Contact Centres
HI all. Would be interested to hear of any experience of running your site with agents in masks.
Keen to know what style people are using, how the agents are reacting, if you are making roster adjustments to give them "fresh air" breaks, any impact on voice quality.
Also any other observations I have not thought about

Helper

Call Centre Helper

Is this just for when people walk around the office?
I would imagine that it would be very uncomfortable to answer calls in masks

Is this just for when people walk around the office?

These links may help
https://www.acas.org.uk/coronavirus
https://www.gov.scot/publications/coronavirus-covid-19-public-use-of-face-coverings/

Mask Use In Contact Centers
I am also looking for feedback on best type of mask for comfort of the agent. We have tested the disposable and cloth masks that were available to us. Agents reported few comments from members not being able to hear. The agent spoke a bit louder and problem resolved. Most feedback was regarding discomfort by the agent.

Mask use in contact center
Hi- Anyone willing to share their contact center protocol? Are you using face shields or no covering needed if within 6 ft? We are requiring face masks but it is not comfortable for the agent that talks a lot so would love alternatives.

Mask Use In Contact Centres
We provide our call centre agents with face shields and masks.

When on calls, the agents are allowed to remove the masks, provided they wear a face shield. We insist on using one of the two PPE provided to protect the Supervisors who from time-to-time may need to consult with the agent.

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question