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Originally Posted by XFS03
Now I have never worked at a call centre, so I don't know what kind of pressures they work at, but to start a shift without reading emails which will affect their response to customers questions is ridiculous.
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OK I'll give you an example of when I worked on the phones at Ntl (and it was BETTER than most call centres)
You come in for a shift (say 10-6) about 9:45
You log into the systems (5 minutes) and go and get a coffee (5 minutes)
Then you come back to your desk and open up your E-Mails.
On a normal day you can have upwards of 30 E-Mails about various things. If you are a fast reader you can skim through them, if you aren't then sometimes you will get a pre-shift brief but normally you are onto the phones bang on 10 to get calls answered.
About 1/2 way through the shift during a quiet spell you get a team brief to go through the E-Mails and any other announcements with your team.
So either you get everyone in earlier and pay them (not likely) or live with the knowledge that not every announcement will be read before the CSR's start their shift.
You can't expect everyone to know everything before their shift and I'm sure these calls are probably not the biggest call driver into the call centres right now as most people won't know/care about the extra speed.