I have a client that receives a lot of emails from many different clients all day to their call centre. The call centre employees then need to action the request.
Currently they have one mailbox that they have setup for a large client they have where they have told them to direct all your emails to this address example@example.com, they usually have 5 people or so manage that one client. so these people go in there and read the emails and action them from their own inbox. But by reading the email the other users in the group know now that someone has read that email and is actioning it. So they would read the next one. They have many clients setup this way.
I was told that having many users connect to the same multiple mailboxs will eventually corrupt the ost file locally and then the server file. Is this true? and if so..
What would be the best way for a call centre to manage a large volume of emails so they don't have to talk to each other all day to see who is working on what?
Thanks in advance.
Best Answer
As already mentioned, the way to go is with a ticketing system of some kind, but if that's unacceptable for some crazy reason, the best solution is going to be having a "ticket clerk."
Someone whose function is to monitor the incoming tickets (or emails in your case) and assign them appropriately.
In environments where there aren't enough tickets to justify having a full time position for this, it's often done as a part of someone's job function (like a Tier 1 desktop tech or an IT manager), or via rotation (today's it's Joe's turn to monitor the queue, in addition to his regular duties).
You'd have the "ticket clerk" as the guy who's in that shared inbox assigning emails to the group to take action on, while the rest of the group would stay out of it, to the extent that's feasible. In your shared mailbox, for example, you could have a process where the ticket clerk would "assign" an email to a technician by forwarding it to the technician, and then moved from the inbox into a folder like "Assigned to Joe," for a very simple implementation.