If everything goes according to plan, the social monitoring tool Coosto will be integrated with the system in which all other messages are already received by the Contact Center. Employees will then see all inbound phone calls, emails and social media questions appear there.
“Webcare will no longer be separate with a separate team, but will simply be part of the work of every ‘role 3’ kuwait phone number listemployee.” This involves around twenty people in the Contact Center, four of whom are already staffing webcare – a kind of social media evangelist. In addition, there is a web editorial team of six people at Communications & Marketing who take care of community management on Facebook and there are two press officers who manage @FNVBondgenoten.
How do you keep track of all those channels and team members?
Birgit: “It sometimes happens that people call us first and then send a Facebook message, or the other way around. We can search for someone’s full name in our customer tracking system to see if we have had contact with that member before. If I can’t see that on Facebook, I ask about it.”
Can you tell us more about the powers of the webcarers?
“We distinguish three roles internally for our services. And we also adhere to these for webcare: in belgium numbers increasing order of difficulty, these are membership, employment law, and social security. So what we call webcare is hardly about the union itself, but is all about providing information about the work situations that people find themselves in.” Birgit: “I think it is because people have such extensive questions. It is more substantive than a question about your telephone bill, for sama trips example. There are legal issues about work, benefits or collective labour agreements. You simply need a long piece of text for that.”
channels FNV Bondgenoten (in interview with Oliver de Leeuw)
Do you also give advice to non-members? Irena: “Our policy is to do that, but to a certain extent. As a union, you are obliged to provide explanations of the collective labour agreement to everyone who falls under it. But we draw the line when someone asks for unpaid advice very often, because without members there is no union. Then we kindly point out the advantages.” Birgit: “We all have a legal education, so the common pitfall is to be long-winded out of care. We have consciously practiced that in the training.”