Sharing user logins in DialLink can create serious security risks and disrupt daily operations. To keep data secure, maintain efficient workflows, get the most out of DialLink’s features, and provide the best customer service, every employee should have their own account. When multiple people use the same login, security is compromised, and key features may not work as intended.
Security risks
When employees share accounts, it is impossible to track who has access to what. Personal user accounts solve this by giving each employee a unique login with role-based permissions. This prevents unauthorized access and ensures that everyone can only see and use the tools and data relevant to their job.
Shared accounts also create confusion and increase the risk of lost or overwritten data. With individual accounts, employees can securely access their information.
Operational risks
Many of DialLink’s core features require personal user accounts. Without them, businesses lose key benefits that provide smooth communication and customer service. For example:
A user can only have one call at a time. If multiple employees share a login, they cannot handle separate calls simultaneously, leading to missed opportunities and operational inefficiencies.
DialLink’s call queues assign incoming calls based on agent availability. If multiple employees share a login, the system cannot tell who’s available, leading to missed or misrouted calls.
Shared logins affect call tracking, history management, action items, and other features. Without individual accounts, features are not fully usable, making it harder to track past interactions and follow up effectively.
When all agents are busy, DialLink can redirect calls to a dedicated team or voicemail. But if the system fails to distinguish between users, it can’t properly distribute overflow calls, leading to long wait times and frustrated customers.
The team cannot see who is on a call, who is available, or who is offline, making it difficult to manage workloads and effectively respond to customer needs.
Business risks
Using shared logins impacts customer experience and may create extra business losses. For example:
Without proper call routing, customers get stuck on hold or transferred incorrectly, leading to dropped calls.
Potential customers may take their business elsewhere if they do not reach the right agent quickly.
Without individual accounts, it is harder to monitor interaction quality, resulting in a disorganized customer experience and potential loss of trust.
Tip. Create a ring group if multiple employees want to share a phone number. See Sharing a number in DialLink for details.