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Security Procedures

If you, like more and more contact centers these days, only give access to data when a caller states their passcode, build in an exception procedure to allow customers who were not asked for passcodes when they first signed up. An example we came across was with a telco – they needed a passcode to give out account details but the caller we spoke to was never given one – the agent did not know what to do even though the caller confirmed details such as name, address, date account set up, telephone number, etc. Always allow for some flexibility in your security procedures – especially if it’s not the customers fault!

Submit Tips

TIPS

It’s great when a rep in a contact center understands where the company is going and what the goals of the contact center are. This helps the rep’s motivation and also helps them contribute towards achieving the goals. Share your goals with all your ... Read More...
January 15, 2021 5:00 AM
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When was the last time you publicly praised one or more members of staff in public? Maybe you’re thinking when was the FIRST time I did this? Recognition is one of the greatest motivators – we love it when we go into our favourite restaurant and they... Read More...
January 14, 2021 5:00 AM
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