Employees in Customer Support

V

vegas

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Hello everybody I was wondering how I do in order to grant privilleges to my employees in chat customer support without allowing them to abuse the admin configuration ,my question is which is the righteous privillege?,restricted or live help only?
 
The decision on when to give people access or not is a tough one, and only you can make that decision. There's no set time frame, it's just about trust.

The only advise that I would have for you goes along with some old sayings; "too many cooks, spoil the broth" - meaning, if there's too many people that are the HEAD GUY, the product either gets ruined, or not completed.

Same thing with the administrative access on things. You shouldn't necessarily give it to everyone, there should be one or two key players (if you're a small company) and the others work in tandem with them.

Same thing here on the forums at Hosting Discussion. There's a couple of Moderators, even though there's dozens of regulars. It's all about trust, guidance, and your own ability to release control of areas when others can do a better job.

You need to be able to give enough access to do their job - beyond that level, and it's a decision you'll need to make personally.
 
..hey Connor what kind of company are you?.We are not here to justify that,now the trust is your great asset but to me you cant make money without getting your hands dirty ,just like if you want to really make love you have to get some kinda dirty men ,so on and on with the businesses as well as dirt is trust ,if you are afraid to get involved and go numb with trust youll never make money,you have to get involved like good cooks put their hands full to it.

However Connor this was about asking the privillege degree or mode thank you
 
Vegas, you seem to have a problem with asking questions in an incoherent way, then accusing people of not answering them. Make an effort in improving your skills of asking questions that everyone can understand.

I understood your question (titled "Employees in Customer Support") being exactly about trust you have for people that work with you, certainly not the technical ability to give some people more access than the others.
 
Start your staff off with limited access and if they do a good job give them more access. If they abuse it warn them and lower the privileged back down. I have seen this done before and it works. You could also fire them if they get to many warnings.
Hope that answers your question.
 
I dont think doing acussations is professional
vegas said:
,my question is which is the righteous privillege?,restricted or live help only?
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The guy that replied after artashes was so bright and helpfull maybe I should have asked
which is the righteous privillege when you dont want to trust the employee?
Well now that you know the exact question please amend to it

Thanks
 
If you do not trust your sales staff then I recommend you fire them and get a new batch. It may sound harsh but you really need to understand this. The sales staff are the first line of contact between your clients and your business. If you do not trust them for that then anything can happen. You could be loosing sales and not know where it is coming from. You could be gaining sales but not as enough compared to the amount of marketing you are doing. This goes for support as well. You really need to address that issue of trust amongst your employees, without trust you will have a house full of cards just waiting to fall. You may spend more time trying to ascertain if someone is trying to sabotage your business than actually trying to gain business.
 
The most important thing here is to trust your employees. I mean seriously, why would you employ someone you don't trust? There are tons of trustworthy people out that that woud love a job. Picking a good employee is tough, believe me. I have had employees steel from the company, abuse their position and be rude to other employees. I will not tolerate that. If I feel I can't trust someone, sales, support, admin, whatever their position, they are gone.

So yes, your original post is about trust, as you wouldn't be asking us this if you trusted your employees and you wouldn't find it so hard to figure out what privilages they should and should not have.

You also do not need to play dirty to get money. If that is how you operate, I wouldn't buy from you. Yes, I am being blunt and honest. Believe it or not, there are honest, good hard working companies and CEO's that do the right thing and work hard to build their brand. You seem to be playing the Mafia approach.

Good luck!
 
hostinghouston said:
The most important thing here is to trust your employees. I mean seriously, why would you employ someone you don't trust? There are tons of trustworthy people out that that woud love a job. Picking a good employee is tough, believe me. I have had employees steel from the company, abuse their position and be rude to other employees. I will not tolerate that. If I feel I can't trust someone, sales, support, admin, whatever their position, they are gone.

So yes, your original post is about trust, as you wouldn't be asking us this if you trusted your employees and you wouldn't find it so hard to figure out what privilages they should and should not have.

You also do not need to play dirty to get money. If that is how you operate, I wouldn't buy from you. Yes, I am being blunt and honest. Believe it or not, there are honest, good hard working companies and CEO's that do the right thing and work hard to build their brand. You seem to be playing the Mafia approach.

Good luck!
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Then again it is not always about trust. You wouldn't grant a level 1 support agent root access to the server, it is a disaster waiting to happen (possibly non-intentional and thus trust is out of the question).

Though no matter who you trust, anyone can turn around and bite you later on - Look at HostGator rogue employee!
 
Alex - Arvixe said:
Then again it is not always about trust. You wouldn't grant a level 1 support agent root access to the server, it is a disaster waiting to happen (possibly non-intentional and thus trust is out of the question).

Though no matter who you trust, anyone can turn around and bite you later on - Look at HostGator rogue employee!
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Indeed, that is very true. I have heard of and seen situations where an employee has been faithful, then suddenly turned because they got a pay cut or something else happened unpredicted and they wiped the server(s) in revenge.

I've also seen accidental damage done by underqualified techs who have been employed in the wrong role.

Care is key here.
 
You should find honesty and some privileges on proceeding with any request for admin account.

Selected features are good for employee as a starter. But it also harm relations, he/she might feel low, to less trust.
 
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