CallCenterScript: November 2005 Archives

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Nov28	Automated Call Center Anger Management Tim Stay November 28, 2005 Know More: Agents, Call Monitoring, Customer Service Call Monitoring 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." Posted at 11:16 AM \| Permalink \| Comments
Nov23	Call Centres driving Immigration? Tim Stay November 23, 2005 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". Continue Reading Posted at 10:42 PM \| Permalink \| Comments
	Know More Media Now Hiring Tim Stay November 23, 2005 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. Continue Reading Posted at 9:44 PM \| Permalink \| Comments
Nov22	A Warm Welcome Tim Stay November 22, 2005 I want to give a warm welcome to two new authors to the Know More Media family - Larry Stay and Matt Ellsworth. Continue Reading Posted at 9:02 AM \| Permalink \| Comments
Nov14	My Worst Customer Service Call Contest Tim Stay November 14, 2005 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! Continue Reading Posted at 11:01 PM \| Permalink \| Comments
	Comparative Advantage - Offshore Call Centers Tim Stay November 14, 2005 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. Continue Reading Posted at 12:45 AM \| Permalink \| Comments
	Why have a US Based Call Center? Tim Stay November 14, 2005 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... Continue Reading Posted at 12:17 AM \| Permalink \| Comments
Nov 9	Call Center and Telemarketing News Tim Stay November 9, 2005 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... Continue Reading Posted at 8:15 PM \| Permalink \| Comments
Nov 7	Time for more "Push Polling" and other Dirty Tactics Tim Stay November 7, 2005 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 Continue Reading Posted at 10:44 AM \| Permalink \| Comments
	In the Call Center Trenches Tim Stay November 7, 2005 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. Continue Reading Posted at 10:18 AM \| Permalink \| Comments
Nov 5	Riding the Wave Tim Stay November 5, 2005 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. Continue Reading Posted at 8:22 AM \| Permalink \| Comments
Nov 3	Nadji Tehrani - The Father of Call Center Media Tim Stay November 3, 2005 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. Continue Reading Posted at 2:41 PM \| Permalink \| Comments
Nov 1	Can You Hear Me Now? Tim Stay November 1, 2005 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. Continue Reading Posted at 2:44 PM \| Permalink \| Comments

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Nov28	Automated Call Center Anger Management Tim Stay November 28, 2005 Know More: Agents, Call Monitoring, Customer Service Call Monitoring 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." Posted at 11:16 AM \| Permalink \| Comments
Nov23	Call Centres driving Immigration? Tim Stay November 23, 2005 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". Continue Reading Posted at 10:42 PM \| Permalink \| Comments
	Know More Media Now Hiring Tim Stay November 23, 2005 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. Continue Reading Posted at 9:44 PM \| Permalink \| Comments
Nov22	A Warm Welcome Tim Stay November 22, 2005 I want to give a warm welcome to two new authors to the Know More Media family - Larry Stay and Matt Ellsworth. Continue Reading Posted at 9:02 AM \| Permalink \| Comments
Nov14	My Worst Customer Service Call Contest Tim Stay November 14, 2005 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! Continue Reading Posted at 11:01 PM \| Permalink \| Comments
	Comparative Advantage - Offshore Call Centers Tim Stay November 14, 2005 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. Continue Reading Posted at 12:45 AM \| Permalink \| Comments
	Why have a US Based Call Center? Tim Stay November 14, 2005 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... Continue Reading Posted at 12:17 AM \| Permalink \| Comments
Nov 9	Call Center and Telemarketing News Tim Stay November 9, 2005 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... Continue Reading Posted at 8:15 PM \| Permalink \| Comments
Nov 7	Time for more "Push Polling" and other Dirty Tactics Tim Stay November 7, 2005 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 Continue Reading Posted at 10:44 AM \| Permalink \| Comments
	In the Call Center Trenches Tim Stay November 7, 2005 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. Continue Reading Posted at 10:18 AM \| Permalink \| Comments
Nov 5	Riding the Wave Tim Stay November 5, 2005 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. Continue Reading Posted at 8:22 AM \| Permalink \| Comments
Nov 3	Nadji Tehrani - The Father of Call Center Media Tim Stay November 3, 2005 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. Continue Reading Posted at 2:41 PM \| Permalink \| Comments
Nov 1	Can You Hear Me Now? Tim Stay November 1, 2005 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. Continue Reading Posted at 2:44 PM \| Permalink \| Comments

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