I need help!
I work for a major ISP’s Customer Support call center.I enjoy how dynamic the environment is, because I bore easily with routines, wich is the reason why I embraced the technology field.However,with all that dynamism also comes the need to constantly update info.
Our management team meets often and we try to address the needs of all the agents in regards to changes in the standard operating procedures and of course ultimately so that we can better serve our subscriber’s.Our call center is just over a year old and we find ourselves creating our own policies and procedures, wich I think is just great.
We try to summarize the essence of these meetings and our conclusions thereafter.In order to inform our employees we distribute emails, memos and post to bulleting boards, and also try to inform other departments by the same means.
This means of distribution is not reaching everyone.Some never have time to read their mail, others never read the postings or the memos and ultimately the most up to date information needed to make instant desicions while subscribers are on the phone is not where it counts(agent’s head).In their defense I have to say that they are very busy and I found myself having the same problem when I was an agent.Our call center is growing by leaps and bounds.I know that they are devoting every minute of their workday to helping a subscriber.
Would someone out there please share a creative way to accomplish this?
I don’t care how far outside the box this is, I’m looking for results.
Thank you!