I am trying to find out how many contact centre organisations in the UK provide access to the internet for their call centre agents - any ideas?

Hi There Ann-Marie

We only allow access to our clients own websites - By doing this agents can grow their knowledge on what their campaign and client has to offer.

However I also believe this should be expanded to competitor sites - i.e. If you are running a mobile phone campaign for Vodafone then you should have access for orange, O2, T-mobile etc...

Again this means that whenever an agent surfs the internet, it will be a benefit to the company and to the agent.

Thanks

Gary

Morning all,

We've a bit more of a open approach.

Some sites like Webmail (YahooMail / Hotmail etc.) and Auction
sites (Ebay etc.) are blocked the rest is mainly open.

Useage is monitored on an hours basis per month and flagged for excess,
along with inappropriate conduct.

Control is very softly softly.

HTH

DaveA

I'm not in the UK, but most of the centers I've worked in allow internet access. Of course, offensive and distracting sites are blocked.

Hi Ann-Marie!

Internet access should be restricted or there can be approved websites for the agents to view. Just like Gary said, these sites should be related to the campaign the agent is assigned on. By doing that, the product knowledge of the agent will increase, as we all know the better you know what you are supporting the better you will be able to provide quality service that results to a happy satisfied customer.

Hope that helps.