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It shouldn't be for the sake of the CSR's mental well-being. Unfortunately, that does happen often. I make it a habit not to open my email app after work, no matter how tempting it gets.
I used to answer my emails after work but it was interfering with my life so now i don't any more. it can wait until the next day.
I mean it really depends. If you have individual relationship with clients, it's definitely hard to not respond. But if you are just a general CSR on the phones and emails, I don't see why anyone would keep working after work.
Automating emails should help solve this so that you don't have to worry about answering emails in your downtime. I use Text Blaze to help me save time with email
In extremely busy periods, our department will respond to tickets over the weekend just because of the sheer volume and keeping on our KPIs. Other than that once we’re off the clock we’re off the clock
Yes. I work remotely for a US company, but I am based in Europe. It happens that I wake up and do some tickets as early as 10 AM CEST, which is like 2 AM American time usually :D I generally stay awake until 1 AM (my time) just so urgent tickets can be handled during business hours. Lots of flexibility in my work.