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Work in a contact center than supports a financial services organization? This is the space for you to ask questions, share unique challenges, and offer up advice.

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kelli.olsick
kelli.olsick
Posts: 1


8/3/2017
kelli.olsick
kelli.olsick
Posts: 1
what is your process when your agents need help or have an escalated call? Does that fall to their manager or a team lead or do you have an internal help desk queue that is used to answer policy/procedure questions and take escalated calls? If you use the former, what is the back-up if the manager is off or not available?
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Call Center Analyst
Call Center Analyst
Posts: 2


8/30/2017
We have an "assist line" that agents can dial. The assist line is answered by the call center lead workers; due to schedules sometimes no lead workers are available for the assist line, during those time other highly experienced call center agents are put on the assist line (it's also a great opportunity for grooming agents that could potentially promote to lead).
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wernda1234
wernda1234
Posts: 1


9/1/2017
wernda1234
wernda1234
Posts: 1
Good morning. A little background - all of our agents work from home. When they need help, they use Skype IM. Our senior agent team responds to those messages and provide direct assistance. For escalations, we have a group of agents trained to take those calls; agents transfer to call to the escalated queue.
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