split CC team into phone/sms-only and email/chat-only
I think that the customer care team should be split into two - one team handling exclusively phone calls (and maybe text messages as well, since nothing can override an SMS), and the other exclusively handling emails and online chat.
This could vastly increase the team productivity - I find it extremely difficult to answer up to 4 chats while also handling phone calls and emails and SMS, and I know I'm not the only one who finds it overwhelming.
I also worry at the increased possibility that someone would either a) fail to document an account properly, or b) interact with the wrong account and possibly create an unintentional HIPAA violation.
I'm for it, if this is implemented we may want to have schedules where it's like a week on calls then a week on emails/chat/sms.
Erica Rogers commented
This is a GREAT idea- as a member of customer care, i completely agree that this would bring great productivity to our company. GREAT IDEA! Please consider this!
Shawna Drake commented
I wholeheartedly agree on this idea.
Rachel Anderson commented
I second this!!