Re:Chat rooms in contact centre - manager perspect (Score 1)

I don't know about other companies, but I didn't require my staff to have a separate phone line. They were required to have a high speed internet connect, a VPN connection to the office and VoIP software on their computer or a separate unit. We didn't like having separate phone lines as there could be a glitch in the calling and they would end up in the personal voice mail of the persons home instead of being handled properly (this happened to one of the OPS team members).

That being said, each company will be different and have their own reasons for their rules.

All the metrics were captured through our phone switch, ticketing system, and survey system. So everyone knew what they were being measured on.