e-mail procedures

[kastaman]

Hi there,

We've just started corresponding with our clients via e-mail. I'd like to know if anyone has developed some procedures on handling the e-mails coming in one address but from various clients. We track these correspondences through a call tracking system also so we provide a tracking #.

Thanks in advance,

Kastaman

[Robert Walsh]

In a "prior life" at a reservations sales location we did moderate amounts of e-mail correspondence from a central e-mail address. To distribute & manage the items we created 2 mail folders for each e-mail team representative: "Suzy Smith Incoming" and "Suzy Smith Completed". Our e-mail team supervisor and/or team lead distributed incoming e-mails from the central address' inbox to the individual reps incoming folders, and the reps would then move their completed correspondence from the outbox to their own completed folder when they had processed/replied. At the end of each day, all completed folders were emptied and moved to a restricted folder on the network drive where our QA team could access them and evaluate them using the same frequency as our call monitoring program.

This system worked very well for us and helped us track (by individual and by day) the number and quality of e-mails generated from the central address.

This also made monitoring our response times very simple (we had an expectation of "arrive before 2:00pm EST, out the same day.........arrive after 2:00pm, out by 10:00am next day). We staffed and scheduled this team using the same forecasting principles as an incoming phone team, tracking e-mail arrivals by interval/day/week/month etc.

Hope this helps!

[kastaman]

Thanks Robert,

The process you've suggested is similar to how I've set up our incoming orders. We have only a couple of operators and we'll set them up my client with New, In-Progress, and Completed folders.


Kastaman