Ring-Fencing Team

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