Ring-Fencing Team Related Articles Train Team Leaders Well When's the Best Time to Ring A Call Centre? Quality Assurance Vs Team Supervisor Podcast - How to Inspire Your Team Leaders to Get More From Their Advisors © freshidea - Adobe Stock - 352971299 163 Filed under - Forum Ring-Fencing Team What are peoples feelings on ring-fencing part of a contact centre function? Whether that is an email team, or a specific line that only a set group answer and no one else (in depth knowledge required) Question asked by Niall It Can Work If Used for the Right Reasons Generally this can work well – particularly for second line support/ escalations. The downside is that it can lead to inefficiencies. The upside is that you keep service for these people. You may find though that calls do not get resolved on the first point of contact as they may feel that they can just dump calls into the escalated group. I would not though publish the access number outside of the company, as customers can find a way of getting through. What sort of ring fenced team were you thinking about? With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 28th Apr 2022 Read more about - Forum Recommended Articles Train Team Leaders Well When's the Best Time to Ring A Call Centre? Quality Assurance Vs Team Supervisor Podcast - How to Inspire Your Team Leaders to Get More From Their Advisors Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter