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Dec31
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There are many different ways to generate new customers. One of the prime activities of many call centers focuses on lead generation. Here are some tips from Brian Laughlin about how to track and classify your lead generation activitities:
Activities would be tracking the sales person's activities. This is important in the following ways: Managing sales people, knowing your numbers, understanding best times to call, more intelligent queries can be built saving sales person and organization time, shared leads within an organization among other things.
I would suggest the following categories for tracking lead activities.
- No Action
- Called no Message
- Left Message
- Spoke with Decision Maker
- Emailed
- Appointment Set
- Met with Decision Maker
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Dec29
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From my experience, agents usually really want to help people. Often they are frustrated by management who create all sorts of restrictions or who do not adequately empower them to help their customers.
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Dec22
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I work from home and I love it. I interact with my kids and family more and my quality of life is better. However, I know dozens and dozens of people, family and friends that wish they had a legitimate Work...
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Dec21
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Gary emailed me how he would have judged the entries. Remember, this is NOT from me! I thought they were funny, so here you go: #7 is great - I've always wanted to pull that one - make them wait...
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Designed to answer, queue, and route incoming calls, the Automatic Call Distribution (ACD) is the foundation for inbound calls. This system is able to process more calls than a human agent ever could. It recognizes and answers an incoming call; it looks in its database for call routing instructions.
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Dec20
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We would like to announce the winner of our "Worst Customer Service Call" contest. The winner is: Nicole! Nicole's entry was about a 45 minute call to order a video about Jesus. The irony about the situation is that...
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Dec19
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Off-shore outsourcing is here to stay. Beyond call centers, outsourcing also includes off-shore accounting, programming, engineering, HR benefits administration, AR/AP Processing, etc. Off-shore Call Centers are one of the biggest shifts in the industry of the past decade. At first,...
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What is a Help Desk? A term that generally refers to a call center set up to handle queries about product installation, usage or problems. The term is most often used in the context of computer software and hardware...
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We are finalizing the tallys of the judge's votes and will announce the winner tomorrow. I wanted to thank our judges who volunteered to help in the judging. One of our panel was Anonymous Cog. AC writes a blog called...
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Dec16
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We have ended our entry period for the Worst Customer Service Call Contest and our judges are now placing their votes, purple finger and all. Hopefully, there are no hanging or dimpled chads! We hope to have the results back...
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Dec14
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Tomorrow is the last day to submit your entry for the worst customer service call contest. We have some good entries - Help weigh in on your favorite. Read them here....
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Today is our official launch!
http://www.prweb.com/releases/2005/12/prweb321920.htm
It has been a lot of work for our team and kudos need to go to Lara, Easton, Marta, Nicole and Dan to get it done. And of course it wouldn't have happened without the guidance and motivation by our fearless leader Hal.
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Dec 8
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Answering Service companies have been around much longer than the current slate of behemoth International Call Centers, some for over 50 years. True, most outsourced call centers can perform the basic functions of an Answering Service, but to get real expert service, you may consider some of the Answer Service companies that specialize on answering services.
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Unitus Among Nation’s Top Social Entrepreneurs in the 2006 Fast Company/Monitor Group Social Capitalist Awards
Selected for its work to alleviate poverty by increasing access to microfinance, Unitus to appear in Fast Company’s January 2006 issue.
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Dec 7
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I give her the username and remind her that the password is different than what she is used to using. She informs me that she is not an idiot and she has been working for our company for 10 years. After this declaration it only takes her 8 tries to logon successfully on one computer.
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He then advised me that the local branch was full of useless idiots and this was my warning he was just gonna "blow it up". [ direct quote ladies and gentlemen. less than 3 months after 9/11 the man is threatening to bomb a bank ] He then hung up after a few choice words.
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"Well, Sir, I can guarantee you that the Undisclosed Customer Service Center" does not employ members of the Taliban." this prompts suprised stares from my coworkers. I didn"t bother to point out the fact that India is not even in the middle east.
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This is from QA Queen:
Okay. I was getting ready to post this on my blog, but I'll post it here, too. :D
I was listening the other day to one of our new hires. Now, this girl is genuinely sweet, really cares about the customers, and gets upset when somebody cusses her out.
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Dec 6
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Worst Customer Service Call Contest Entry #3 is from Matthew:
Well I used to work for a very large bank as a collections call center representative. I have to say that I have had many a bad call where screaming and so forth ensued but I would like to post one of the funnier calls I ever took.
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Worst Customer Service Call Contest Entry #2
I used to work with an insurance company and dealt a lot with people taking loans out on their policies. One day I had a lady call up to let us know that her husband had died and she wanted to cash in his policy. So I proceeded to go through everything I needed to, and let her know that the policy was worth X amount of dollars.
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Worst Customer Service Call Contest Entry #1
I got a call from a customer wanting to order some videos from a very famous national television channel.
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We are reaching the final days for entry into our contest for the Worst Customer Service Call.
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