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Online Community For a Call Center?
kirkmacdonald writes "I work as an analyst in a small call center. There are about 200 on phone agents, but half of them work from home. About a month ago I submitted a Project Charter to create an online Community for the agents. The basic premise was something approaching the combination of a wiki application and a standard forum (phpbb and the like). We already have an online knowledge base for company policies, training and system documentation. This community environment would be intended to simulate being able to talk shop with the person next to you, along with the lunchroom and water cooler.
The Charter was well received but there were questions from upper management about how using this type of environment could affect the call center metrics (average handle time, after call wrap up, etc). Can anyone comment on other companies that have online communities for their staff? How did they mitigate productivity risks?"
Are you hiring? Any language requirements? What company? What kind of call center? Come on man, hook a brotha up!
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You work for Accenture, don't you.
I remember Accenture. They'd come in with their lattes, casual dress, and sunglasses all the way to the conference room, then sit in there and eat Thai while they talked about how many agents my company could lay off and stay within handle time target.
I hated that vendor, because I sat by the conference room.
"Your mistake was to ask upper management for an official project"
And if you ever wake up and think - "wow, my boss finally gets the new web paradigm," you will have people like the submitter and commenters who post productive advice to thank.
Btw, I have never dealt with the subject the poster is asking about, so I have no productive advice to give.