(no subject)

[annamaryse.livejournal.com]

Let me ask a semi-serious question. I work for a software company and we do phone and email support - simultaneously... soI was wondering:

If you also do phone and email, what would you estimate is your volume of emails per day (average)- and do you have scheduled followup time off the phones - and if so how much time?

Comments

[dpaul007.livejournal.com]

We do both - our policy states that when you cannot get the user to follow up, you have to contact them at least three times - at least once by email and once by voice mail.

I leave three VMs and then send 'em an email that says, "You don't contact me, I close the case," or something similar.

I'd estimate I send 3-4 emails a day on average.

If we're slammed, and in call back mode due to overwhleming numbers, our team lead has set aside 1 hour of follow-up time for each of us. A group of 3 or 4 will spend an hour getting their cases actioned, then it's back to the phones.

If we're not slammed, we follow up when we can. It's not bad, really. Personally, I only have 15 cases to keep up with this week.

[thatvoiceguy.livejournal.com]

We get a hundred e-mails a day, easily. Last few weeks, I've been strictly working e-mails and have answered maybe three calls.

Yesterday, our team lead told me (and the other "e-mail agent") that he was going to "give us a break" from the mailbox and let others take it over. I told him flatly that I had no desire to take calls unless absolutely necessary, and that I'm more comfortable on the mailbox.

He simply said "Oh...okay".