Hi all.
We are implementing a new contact centre on the 26 Jan and I was hoping
that others may have a similar system in place. Basically the aim of this
new contact centre, is to try and answer any queries a client may have all
within the one call. In doing this though, there has to be a procedure in
place to help staff identify to who and when they can release info to the
caller and to identify that they are who they say they are. Social
services obviously have something in place because of the sensitive nature
of the files and the information that may be requested, and is not
currently dealt with by staff in the contact centre.
Does anyone have a model of an information sharing procedure used for call
centre enquries? Is it enought to ask a series of questions to indicate
the person is actually the person they say they are? What type of info can
be given out over the phone. Should this practice be restricted? Your
thoughts and comments would be appreciated.
with many thanks
Joanna Diamantopoulos
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