>> In the call centres it's security based. They don't want customer details recorded - name,
>> sort code, bank account number, post code etc. A lot of information isn't seen by
>> call centre staff, e.g. all of a secret word - only the letters requested.
Get that entirely. I currently work in a distributed call centre where people ring a central 0800 number but will speak to an adviser at any of our sites in England and Wales. No restriction on mobiles and indeed we use a phone widget in two part authentication to log on to some of our systems.
No financial details though.
In previous role my manager was involved in visits to a contract operator who might have provided an overflow service. Rules there were as you say phones in locker. Also strict adherence to a script.
She said it was a bit of an eye opener compared to the informal way we operated. I couldn't do it if I just read questions out. There's a format we follow to make sure we get information we need but take in way and at a pace the caller can handle an inject a bit of personality into it.
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