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Nov28
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Al Brendenberg mentions a press release from Nice Systems on a new monitoring tool that measures the emotion of a caller's voice and if it reaches a certain mark, then it alerts a supervisor, who may choose to proactively intervene.
"When your voice hits a certain decibel level or if you use harsh or foul language (or the name of a competitor), NICE's call monitoring system will issue an alert to call center managers that there's a problem. This can bring speedier intervention by a manager -- and swifter resolution of your issue. Why? Companies spend a fortune to acquire customers, and they'll do everything they can to hold onto them."
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Nov23
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So why would Britons be flocking to India. Apparently India is having such a demand for call center work that they can not find enough agents with acceptable English or American accents, or as the article puts it, making "Texans out of Tamil".
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We are Know More Media, a rapidly growing network of business-related blogs, and we need an author for this blog. We seek a person with an authentic, competent, clear, and honest voice. We invite any skilled writer with an expertise or passion in this topic to apply.
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Nov22
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I want to give a warm welcome to two new authors to the Know More Media family - Larry Stay and Matt Ellsworth.
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Nov14
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Announcing our first contest:
My Worst Customer Service Call
OK, you slog it out in the trenches day in and day out and have to deal with those customers from Hades and you get no respect or appreciation from the type of people that you have to deal with every day. Now is your chance to share your story and if it is good enough, win an iPod Shuffle in time for Christmas!
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In thinking about Drucker and his view on enhancing strengths and focusing on where we can create strong barriers of entry, I think it will be tougher and tougher to maintain a US based call center for many companies. The comparative advantage of an India or a Philippines or a Costa Rica will be just too great.
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Stories like this don't seem to matter to internal or external clients when they look at the bottom line savings they can achieve when outsourcing outside the US. We used to be on the expensive side when compared to other US call centers but always justified it on the basis of quality. However, in the last couple of years there has been a marked shift away from the demand for quality and more toward the lowest possible price. As the Philippines develop and other countries like Costa Rica come on-line it is getting harder and harder to fight the battle...
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Nov 9
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Call Center News of note: New telemarketing restrictions in the UK dictate a fine of up to £50,000 (U.S. $88,000) per incident. Sirius has contracted Steam, a tech support/customer service outsource company, to hire 1,000+ temps for their call center...
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Nov 7
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With election day upon us, it is time for all those Dirty Tactics to raise their ugly heads in the heated fight to win the election
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Putting on the headsets and working for several hours reminded me that how nerve-racking it is to get the courage up to face that rejection. It also reminded me how important it is for the floor supervisor to help keep the energy up and help motivate the team.
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Nov 5
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Today I saw a post from the Philippines with a prophetic warning. He is encouraging the Philippines to take this time, while they are riding a big wave, to prepare for the next wave in the set and not just ride this one all the way into shore. Eventually this call center wave will crest. Some call centers who have established strong relationships and strong niches will do fine, but there will be a lot of call centers who will be washed away and have to shut their doors.
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Nov 3
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I had a chance to shake Mr. Tehrani's hand. I only had a minute, but I told he how grateful I was for his contributions. I didn't get a chance to tell him any more than thanks, so he problably wondered about this strange dude who was shaking his hand so profusely.
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Nov 1
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I have found that many companies are not aware of the gap that exists between your product and the perceptions that you have of it and of the perceptions that your product (or brand, or service, or company) has among the conversations that occur in the marketplace.
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