CallCenterScript: February 2006 Archives

« January 2006 | Main | March 2006 »

Feb27	Coaching and Scorecards: Less is More 'Jam' Mayer February 27, 2006 Know More: Quality Assurance Quality Assurance We discussed previously on focusing 1-2 elements when coaching your agents. Here are a few ideas as well. Don’t show my scores! It is good that we know where we are at in order to improve ourselves. We can still do this but not on each coaching session. Agents tend to calculate too much and seeing numbers instead of focusing on their job – solving the customer’s problem. It is the supervisor’s job to know where they are at and how to guide them to success. Let’s make it weekly or even every two weeks. One important thing to remember: Just show them few numbers and not the whole lot. It is good to know that they’ve improved a couple of points after a week than confusing them on how many times they received a low score. Continue Reading Posted at 12:08 AM \| Permalink \| Comments
Feb26	Allocation of Seats: KVM Switches 'Jam' Mayer February 26, 2006 An outsourced call center thrives on bringing more clients into their sites. As they ramp even more, lack of seats and allocating them between clients is a challenge for workforce and facilities. It is ideal that we utilize 100% of... Continue Reading Posted at 12:13 AM \| Permalink \| Comments
Feb25	Coaching and Scorecards 'Jam' Mayer February 25, 2006 Agents are always intimidated with score cards or anything that has a checklist. But, it’s part of the call center life, isn’t it? We can’t do anything about it. WRONG! Here are some ideas that are changing how agents perceive... Continue Reading Posted at 11:55 PM \| Permalink \| Comments
	FIVE9 Establishes Centers in Philippines 'Jam' Mayer February 25, 2006 Entrepreneurs have started to take advantage of owning their own small call center in the country and it is expanding. "Five9 has partnered with Bitstop Networks and TGK Asia to provide local call center operators with access to state-of-the-art process,... Continue Reading Posted at 9:58 AM \| Permalink \| Comments
	Call Center Schools 'Jam' Mayer February 25, 2006 As call centers flourished, schools or academies have started showing up as well. I was curious about the courses and the curriculum they offer. Here are some of the training programs I’ve seen and a sample of their curriculum. The... Continue Reading Posted at 9:39 AM \| Permalink \| Comments
Feb23	Sales Cartoon for telemarketers Call Center Comic February 23, 2006 It is clear that the do not call registry has negatively affected the telemarketing industry. However, it would be premature to assume that over the phone selling is a thing of the past. Here’s a little humor from Callcentercomics.com to keep... Continue Reading Posted at 7:43 PM \| Permalink \| Comments
Feb22	Complaints: Is it Really the Accent? 'Jam' Mayer February 22, 2006 One constant complaint we receive from customers would be the accent of the agent. You’ll always hear “I want to talk to someone who can speak English.” We’ve analyzed Customer Satisfaction (CSAT) Surveys, complaints and heard many calls. What have... Continue Reading Posted at 8:17 AM \| Permalink \| Comments
Feb19	An Agent's Companion: The Company's Intranet 'Jam' Mayer February 19, 2006 A good point has been made. Agents can’t possibly remember everything they’ve learned in product specific training. It takes time for them to apply all of what they’ve learned in the classroom in a live environment. It takes experience. But,... Continue Reading Posted at 6:58 AM \| Permalink \| Comments
Feb18	Hot Seat Role Plays 'Jam' Mayer February 18, 2006 To measure the effectiveness of product specific training in the center would be to check back with the agents with written tests and role plays. What is important though is having them to practice their knowledge in a real life... Continue Reading Posted at 9:22 AM \| Permalink \| Comments
Feb17	Side Effects of Working in a Call Center 'Jam' Mayer February 17, 2006 “When you’re in, it’s hard to get out. If you try to look for work outside the industry, it isn’t the same.” Most call center employees I’ve known have always said this. Despite of the stress and constant complaints, most... Continue Reading Posted at 9:10 AM \| Permalink \| Comments
Feb16	A Further Discussion on Scripts. 'Jam' Mayer February 16, 2006 This reminds me of a client we currently have that has abolished the use of scripts in their center. They believe that excellent customer service comes from the agent themselves and not supervisors or managers who create scripts for them. ... Continue Reading Posted at 8:39 PM \| Permalink \| Comments
Feb12	Scripts. Do they help the agent or the customer? Conclusion 'Jam' Mayer February 12, 2006 Scripts are helpful to agents to disseminate information easily and ensure compliance. They protect the customers when services or products are sold to them over the phone. It also ensures that policies and changes are given to them consistently. But,... Continue Reading Posted at 9:02 PM \| Permalink \| Comments
Feb11	The English Campaign 'Jam' Mayer February 11, 2006 “The English usage in the Philippines is in a sorry state: it only enjoys a proficiency rate of 1 to 3 per cent among college graduates—the primary reason for low acceptance rates in call centers—and while it is recognized as... Continue Reading Posted at 8:54 PM \| Permalink \| Comments
	Scripts. Do they help the agent or the customer? Part 2 'Jam' Mayer February 11, 2006 We know that scripts are helpful to an agent on the phone and being used all over the world. When we start creating them, do we think about the receiving end though? Probably not. Companies would always think that being... Continue Reading Posted at 8:20 PM \| Permalink \| Comments
	JetBlue At-Home Call Center Jobs Tim Stay February 11, 2006 I have gotten several emails asking about JetBlue's at-home reservation center, so I thought I would provide the link to where to apply and provide some information about JetBlue's work-at-home reservation agent jobs. Continue Reading Posted at 6:17 PM \| Permalink \| Comments
	Homeshoring Jobs Tim Stay February 11, 2006 I posted about 4 homeshoring jobs that I knew were legitimate a little while ago. These are companies that I know personally or know people who have worked for them and could attest that they were NOT a work at home scam. Continue Reading Posted at 5:57 PM \| Permalink \| Comments
	You Want to be an Agent. What Now? 'Jam' Mayer February 11, 2006 So, you have friends in the circle and they’ve been telling you their stories, good or bad. You either just finished school or perhaps you are curious about the hustle and bustle of the industry. What’s the first step? First... Continue Reading Posted at 3:26 AM \| Permalink \| Comments
Feb10	Call Center People in Print 'Jam' Mayer February 10, 2006 A call center has a large workforce. As it grows, communication is integral to the company’s success and the goal is to get all news, updates or even speeches to every employee. This is called a newsletter and most people... Continue Reading Posted at 10:12 AM \| Permalink \| Comments
Feb 9	Scripts. Do they help the agent or the customer? 'Jam' Mayer February 9, 2006 Ramping agents in a call center is usually difficult and it impacts training and development of agents. There is that sense of urgency to get them on the phones to answer hundreds of calls. Training is cut short just to... Continue Reading Posted at 8:38 AM \| Permalink \| Comments
Feb 6	Home-based agent cartoon Call Center Comic February 6, 2006 Cartoon from CallCenterComics.com The use of home-based agents in call center operations is a fairly new development that continues to gain acceptance as companies strive to lower their costs. The most salient advantages of using home-based agents have to... Continue Reading Posted at 11:23 PM \| Permalink \| Comments
Feb 4	The Right Fit for Work at Home Agents 'Jam' Mayer February 4, 2006 We’ve recently experienced a lot of response from working at home in the industry. Personally I’ve been getting emails and posts at networked websites such as Friendster. The ad would read:HOME BASED CALL CENTER !!! Work at your own pace... Continue Reading Posted at 6:02 PM \| Permalink \| Comments
	Small to Medium Sized Call Centers in the Pipeline 'Jam' Mayer February 4, 2006 Philippine government has recently partnered with an American foundation to help develop 400-500 small to medium sized call centers in the country. Continue Reading Posted at 7:03 AM \| Permalink \| Comments
Feb 3	Quality is my Passion 'Jam' Mayer February 3, 2006 I was once a newbie in the call center industry; entering into a world I had always been curious about since beepers came into our side of the world. My first taste of the industry was in outbound. I went through... Continue Reading Posted at 5:11 PM \| Permalink \| Comments
Feb 1	Call center cartoons from CallCenterComics.com Call Center Comic February 1, 2006 CallCenterComics.com is a website dedicated to making fun of the realities of the call center industry. The cartoons available on the site highlight, in a humorous way, important issues such as employee morale, training, management, outsourcing, and more. If you... Continue Reading Posted at 11:13 PM \| Permalink \| Comments

« January 2006 | Main | March 2006 »

Feb27	Coaching and Scorecards: Less is More 'Jam' Mayer February 27, 2006 Know More: Quality Assurance Quality Assurance We discussed previously on focusing 1-2 elements when coaching your agents. Here are a few ideas as well. Don’t show my scores! It is good that we know where we are at in order to improve ourselves. We can still do this but not on each coaching session. Agents tend to calculate too much and seeing numbers instead of focusing on their job – solving the customer’s problem. It is the supervisor’s job to know where they are at and how to guide them to success. Let’s make it weekly or even every two weeks. One important thing to remember: Just show them few numbers and not the whole lot. It is good to know that they’ve improved a couple of points after a week than confusing them on how many times they received a low score. Continue Reading Posted at 12:08 AM \| Permalink \| Comments
Feb26	Allocation of Seats: KVM Switches 'Jam' Mayer February 26, 2006 An outsourced call center thrives on bringing more clients into their sites. As they ramp even more, lack of seats and allocating them between clients is a challenge for workforce and facilities. It is ideal that we utilize 100% of... Continue Reading Posted at 12:13 AM \| Permalink \| Comments
Feb25	Coaching and Scorecards 'Jam' Mayer February 25, 2006 Agents are always intimidated with score cards or anything that has a checklist. But, it’s part of the call center life, isn’t it? We can’t do anything about it. WRONG! Here are some ideas that are changing how agents perceive... Continue Reading Posted at 11:55 PM \| Permalink \| Comments
	FIVE9 Establishes Centers in Philippines 'Jam' Mayer February 25, 2006 Entrepreneurs have started to take advantage of owning their own small call center in the country and it is expanding. "Five9 has partnered with Bitstop Networks and TGK Asia to provide local call center operators with access to state-of-the-art process,... Continue Reading Posted at 9:58 AM \| Permalink \| Comments
	Call Center Schools 'Jam' Mayer February 25, 2006 As call centers flourished, schools or academies have started showing up as well. I was curious about the courses and the curriculum they offer. Here are some of the training programs I’ve seen and a sample of their curriculum. The... Continue Reading Posted at 9:39 AM \| Permalink \| Comments
Feb23	Sales Cartoon for telemarketers Call Center Comic February 23, 2006 It is clear that the do not call registry has negatively affected the telemarketing industry. However, it would be premature to assume that over the phone selling is a thing of the past. Here’s a little humor from Callcentercomics.com to keep... Continue Reading Posted at 7:43 PM \| Permalink \| Comments
Feb22	Complaints: Is it Really the Accent? 'Jam' Mayer February 22, 2006 One constant complaint we receive from customers would be the accent of the agent. You’ll always hear “I want to talk to someone who can speak English.” We’ve analyzed Customer Satisfaction (CSAT) Surveys, complaints and heard many calls. What have... Continue Reading Posted at 8:17 AM \| Permalink \| Comments
Feb19	An Agent's Companion: The Company's Intranet 'Jam' Mayer February 19, 2006 A good point has been made. Agents can’t possibly remember everything they’ve learned in product specific training. It takes time for them to apply all of what they’ve learned in the classroom in a live environment. It takes experience. But,... Continue Reading Posted at 6:58 AM \| Permalink \| Comments
Feb18	Hot Seat Role Plays 'Jam' Mayer February 18, 2006 To measure the effectiveness of product specific training in the center would be to check back with the agents with written tests and role plays. What is important though is having them to practice their knowledge in a real life... Continue Reading Posted at 9:22 AM \| Permalink \| Comments
Feb17	Side Effects of Working in a Call Center 'Jam' Mayer February 17, 2006 “When you’re in, it’s hard to get out. If you try to look for work outside the industry, it isn’t the same.” Most call center employees I’ve known have always said this. Despite of the stress and constant complaints, most... Continue Reading Posted at 9:10 AM \| Permalink \| Comments
Feb16	A Further Discussion on Scripts. 'Jam' Mayer February 16, 2006 This reminds me of a client we currently have that has abolished the use of scripts in their center. They believe that excellent customer service comes from the agent themselves and not supervisors or managers who create scripts for them. ... Continue Reading Posted at 8:39 PM \| Permalink \| Comments
Feb12	Scripts. Do they help the agent or the customer? Conclusion 'Jam' Mayer February 12, 2006 Scripts are helpful to agents to disseminate information easily and ensure compliance. They protect the customers when services or products are sold to them over the phone. It also ensures that policies and changes are given to them consistently. But,... Continue Reading Posted at 9:02 PM \| Permalink \| Comments
Feb11	The English Campaign 'Jam' Mayer February 11, 2006 “The English usage in the Philippines is in a sorry state: it only enjoys a proficiency rate of 1 to 3 per cent among college graduates—the primary reason for low acceptance rates in call centers—and while it is recognized as... Continue Reading Posted at 8:54 PM \| Permalink \| Comments
	Scripts. Do they help the agent or the customer? Part 2 'Jam' Mayer February 11, 2006 We know that scripts are helpful to an agent on the phone and being used all over the world. When we start creating them, do we think about the receiving end though? Probably not. Companies would always think that being... Continue Reading Posted at 8:20 PM \| Permalink \| Comments
	JetBlue At-Home Call Center Jobs Tim Stay February 11, 2006 I have gotten several emails asking about JetBlue's at-home reservation center, so I thought I would provide the link to where to apply and provide some information about JetBlue's work-at-home reservation agent jobs. Continue Reading Posted at 6:17 PM \| Permalink \| Comments
	Homeshoring Jobs Tim Stay February 11, 2006 I posted about 4 homeshoring jobs that I knew were legitimate a little while ago. These are companies that I know personally or know people who have worked for them and could attest that they were NOT a work at home scam. Continue Reading Posted at 5:57 PM \| Permalink \| Comments
	You Want to be an Agent. What Now? 'Jam' Mayer February 11, 2006 So, you have friends in the circle and they’ve been telling you their stories, good or bad. You either just finished school or perhaps you are curious about the hustle and bustle of the industry. What’s the first step? First... Continue Reading Posted at 3:26 AM \| Permalink \| Comments
Feb10	Call Center People in Print 'Jam' Mayer February 10, 2006 A call center has a large workforce. As it grows, communication is integral to the company’s success and the goal is to get all news, updates or even speeches to every employee. This is called a newsletter and most people... Continue Reading Posted at 10:12 AM \| Permalink \| Comments
Feb 9	Scripts. Do they help the agent or the customer? 'Jam' Mayer February 9, 2006 Ramping agents in a call center is usually difficult and it impacts training and development of agents. There is that sense of urgency to get them on the phones to answer hundreds of calls. Training is cut short just to... Continue Reading Posted at 8:38 AM \| Permalink \| Comments
Feb 6	Home-based agent cartoon Call Center Comic February 6, 2006 Cartoon from CallCenterComics.com The use of home-based agents in call center operations is a fairly new development that continues to gain acceptance as companies strive to lower their costs. The most salient advantages of using home-based agents have to... Continue Reading Posted at 11:23 PM \| Permalink \| Comments
Feb 4	The Right Fit for Work at Home Agents 'Jam' Mayer February 4, 2006 We’ve recently experienced a lot of response from working at home in the industry. Personally I’ve been getting emails and posts at networked websites such as Friendster. The ad would read:HOME BASED CALL CENTER !!! Work at your own pace... Continue Reading Posted at 6:02 PM \| Permalink \| Comments
	Small to Medium Sized Call Centers in the Pipeline 'Jam' Mayer February 4, 2006 Philippine government has recently partnered with an American foundation to help develop 400-500 small to medium sized call centers in the country. Continue Reading Posted at 7:03 AM \| Permalink \| Comments
Feb 3	Quality is my Passion 'Jam' Mayer February 3, 2006 I was once a newbie in the call center industry; entering into a world I had always been curious about since beepers came into our side of the world. My first taste of the industry was in outbound. I went through... Continue Reading Posted at 5:11 PM \| Permalink \| Comments
Feb 1	Call center cartoons from CallCenterComics.com Call Center Comic February 1, 2006 CallCenterComics.com is a website dedicated to making fun of the realities of the call center industry. The cartoons available on the site highlight, in a humorous way, important issues such as employee morale, training, management, outsourcing, and more. If you... Continue Reading Posted at 11:13 PM \| Permalink \| Comments

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