CallCenterScript: April 2006 Archives

« March 2006 | Main | May 2006 »

Apr23	Quality Assurance cartoon - Calibrations Call Center Comic April 23, 2006 Know More: Calibrations are at the heart of any call quality program. Making sure that everyone who scores calls is in tune with the accepted scoring standard is crucial to the validity of the endeavor. If the people who score calls are not in agreement regarding best practices, then the entire program has little value. Calibrations should be done at least weekly, and must involve every person who scores calls, regarldess of title. Posted at 9:49 PM \| Permalink \| Comments
Apr23	Quality Monitoring is Evolving 'Jam' Mayer April 23, 2006 I started out when we had no choice but use a tape recorder stuck to an analog phone. Can you imagine dialing an agent’s ID and wait until the right moment to press the Record button? That was then. Now... Continue Reading Posted at 12:59 AM \| Permalink \| Comments
	Your Operational Processes Impact Customer Satisfaction 'Jam' Mayer April 23, 2006 Today, retention of customers and customer satisfaction is critical to keep servicing clients. When a center consistently fight fires all the time and managers fail to sit down and look at their processes, they will lose their clients, sooner or... Continue Reading Posted at 12:04 AM \| Permalink \| Comments
Apr17	Passion for Agent Performance = High Morale = 0% ATTRITION! 'Jam' Mayer April 17, 2006 I just walked out of my office to walk the production floor and saw our operations manager looking at 2 agents. She took me aside and showed me a beautiful sight. While waiting for a call, they were enjoying themselves.... Continue Reading Posted at 9:14 AM \| Permalink \| Comments
	Hazards of Working in the Graveyard Shift: Part 2 'Jam' Mayer April 17, 2006 We’ve listed about 2 the last time we spoke about the difficulties of working at night. Here are some more: Lack of Sleep We work at night and sleep during the day. If you’re one of the lucky ones who... Continue Reading Posted at 9:00 AM \| Permalink \| Comments
Apr16	Walkie-Talkies on the Production Floor 'Jam' Mayer April 16, 2006 Using workforce management software helps personnel to monitor an agent’s status real time. It ensures schedule adherence and handling time. Depending on where WFM is situated, it could be difficult to reach a supervisor. Calling them on their extension doesn’t... Continue Reading Posted at 8:17 AM \| Permalink \| Comments
Apr15	Call center workers - temps Call Center Comic April 15, 2006 In situations where staffing needs cannot be met through regular hiring channels, companies may fill their call centers with temporary workers. If your firm decides that “Temps” are a feasible means of ramping up staffing needs, it should certainly... Continue Reading Posted at 3:45 PM \| Permalink \| Comments
	Hazards of Working in the Graveyard Shift: Part 1 'Jam' Mayer April 15, 2006 I’ve spent close to six years having to travel to work when the sun has set. I go home when everybody starts their day. This is “reality” for call center personnel working in the Asia Pacific servicing the other side... Continue Reading Posted at 8:42 AM \| Permalink \| Comments
Apr14	A Long Queue and Callbacks 'Jam' Mayer April 14, 2006 Fifty to a hundred calls are waiting and you know the next customer you talk to might be upset. There is extreme stress on the floor to answer every call that comes in and avoid become abandoned. Some centers have... Continue Reading Posted at 3:36 AM \| Permalink \| Comments
	Listening Beyond the Form: Audio Quality 'Jam' Mayer April 14, 2006 More good stuff as we continue on what to look for when listening to calls. Listening to audio quality would mean hearing scratchy audio, static, echoes as if you were in a tunnel, low or intermittent volume. This is a... Continue Reading Posted at 1:12 AM \| Permalink \| Comments
	Listening Beyond the Form: AHT 'Jam' Mayer April 14, 2006 It has been discussed that we can listen beyond the usual quality form. There is so much information in a call and some are even clutter. We will now start and determine what we need to look for when listening... Continue Reading Posted at 1:06 AM \| Permalink \| Comments
Apr13	Call Analytics: Software vs. Manpower 'Jam' Mayer April 13, 2006 Customer satisfaction is currently being measured through CSAT surveys. A team, usually under the QA division calculates and analyzes what the customer wants and how they are satisfied. Though this is useful and it has its successes, call analytical software... Continue Reading Posted at 10:44 AM \| Permalink \| Comments
Apr 9	Exploitation of Filipinos in the Industry 'Jam' Mayer April 9, 2006 I literally shook my head as I read this in our local papers. Headline states “KMU slaps call center industry as hub for exploitation”. “Even as the contact center industry continues to provide jobs to Filipinos, civil rights group Kilusang... Continue Reading Posted at 10:34 AM \| Permalink \| Comments
	Call Center Forum: Experiences through Photos 'Jam' Mayer April 9, 2006 I’ve stumbled upon an internet based art project that hopes to create a network between Filipino call center personnel and tell their stories through MMS. It just started a few weeks ago and was launched last March 25. I will... Continue Reading Posted at 9:02 AM \| Permalink \| Comments
Apr 6	Production Floor: Personal Use of the Internet 'Jam' Mayer April 6, 2006 As I walk past the row of agents on the floor, 3 out of 10 people would be surfing the web or checking their personal email. You would think they are doing this during their break or perhaps while waiting... Continue Reading Posted at 10:36 AM \| Permalink \| Comments
	Philippines: Agent Wage 'Jam' Mayer April 6, 2006 Currently, the demand for competent agents is still growing in the country. The competition to recruit them is tough. Today, agents are jumping from one center to another to hopefully get the best compensation to keep up with the rise... Continue Reading Posted at 9:31 AM \| Permalink \| Comments
	Listening Beyond the Form: Intro 'Jam' Mayer April 6, 2006 The primary task of a Quality evaluator is to listen to calls and score them using an audit form. It’s pretty standard to split the form into two: Soft Skills and Compliance. This is what QA personnel are used to... Continue Reading Posted at 9:27 AM \| Permalink \| Comments
Apr 2	Handle time incentive Cartoon Call Center Comic April 2, 2006 Call center managers often provide reps various incentives to help them lower their call handle time. However, the incentives must be carefully crafted and reviewed before they are rolled out. One of the most common shortcomings of handle time initiatives... Continue Reading Posted at 1:54 AM \| Permalink \| Comments

« March 2006 | Main | May 2006 »

business social media

Use these fast growing business social media sites to promote your business, feature your products, spotlight your business leaders, create links, and drive traffic back to your company site, all for free!

BIZZlogos - Add your logo - free link to your site
BIZZphotos - Add photos of your products and people
BIZZprofiles - Submit your profile and build your online visibility
BIZZspotlight - Spotlight your business with free links
BIZZvideos - Videos about businesses, products and business people.
BIZZbites - "Digg" for Business - Submit your articles and posts

Apr23	Quality Assurance cartoon - Calibrations Call Center Comic April 23, 2006 Know More: Calibrations are at the heart of any call quality program. Making sure that everyone who scores calls is in tune with the accepted scoring standard is crucial to the validity of the endeavor. If the people who score calls are not in agreement regarding best practices, then the entire program has little value. Calibrations should be done at least weekly, and must involve every person who scores calls, regarldess of title. Posted at 9:49 PM \| Permalink \| Comments
Apr23	Quality Monitoring is Evolving 'Jam' Mayer April 23, 2006 I started out when we had no choice but use a tape recorder stuck to an analog phone. Can you imagine dialing an agent’s ID and wait until the right moment to press the Record button? That was then. Now... Continue Reading Posted at 12:59 AM \| Permalink \| Comments
	Your Operational Processes Impact Customer Satisfaction 'Jam' Mayer April 23, 2006 Today, retention of customers and customer satisfaction is critical to keep servicing clients. When a center consistently fight fires all the time and managers fail to sit down and look at their processes, they will lose their clients, sooner or... Continue Reading Posted at 12:04 AM \| Permalink \| Comments
Apr17	Passion for Agent Performance = High Morale = 0% ATTRITION! 'Jam' Mayer April 17, 2006 I just walked out of my office to walk the production floor and saw our operations manager looking at 2 agents. She took me aside and showed me a beautiful sight. While waiting for a call, they were enjoying themselves.... Continue Reading Posted at 9:14 AM \| Permalink \| Comments
	Hazards of Working in the Graveyard Shift: Part 2 'Jam' Mayer April 17, 2006 We’ve listed about 2 the last time we spoke about the difficulties of working at night. Here are some more: Lack of Sleep We work at night and sleep during the day. If you’re one of the lucky ones who... Continue Reading Posted at 9:00 AM \| Permalink \| Comments
Apr16	Walkie-Talkies on the Production Floor 'Jam' Mayer April 16, 2006 Using workforce management software helps personnel to monitor an agent’s status real time. It ensures schedule adherence and handling time. Depending on where WFM is situated, it could be difficult to reach a supervisor. Calling them on their extension doesn’t... Continue Reading Posted at 8:17 AM \| Permalink \| Comments
Apr15	Call center workers - temps Call Center Comic April 15, 2006 In situations where staffing needs cannot be met through regular hiring channels, companies may fill their call centers with temporary workers. If your firm decides that “Temps” are a feasible means of ramping up staffing needs, it should certainly... Continue Reading Posted at 3:45 PM \| Permalink \| Comments
	Hazards of Working in the Graveyard Shift: Part 1 'Jam' Mayer April 15, 2006 I’ve spent close to six years having to travel to work when the sun has set. I go home when everybody starts their day. This is “reality” for call center personnel working in the Asia Pacific servicing the other side... Continue Reading Posted at 8:42 AM \| Permalink \| Comments
Apr14	A Long Queue and Callbacks 'Jam' Mayer April 14, 2006 Fifty to a hundred calls are waiting and you know the next customer you talk to might be upset. There is extreme stress on the floor to answer every call that comes in and avoid become abandoned. Some centers have... Continue Reading Posted at 3:36 AM \| Permalink \| Comments
	Listening Beyond the Form: Audio Quality 'Jam' Mayer April 14, 2006 More good stuff as we continue on what to look for when listening to calls. Listening to audio quality would mean hearing scratchy audio, static, echoes as if you were in a tunnel, low or intermittent volume. This is a... Continue Reading Posted at 1:12 AM \| Permalink \| Comments
	Listening Beyond the Form: AHT 'Jam' Mayer April 14, 2006 It has been discussed that we can listen beyond the usual quality form. There is so much information in a call and some are even clutter. We will now start and determine what we need to look for when listening... Continue Reading Posted at 1:06 AM \| Permalink \| Comments
Apr13	Call Analytics: Software vs. Manpower 'Jam' Mayer April 13, 2006 Customer satisfaction is currently being measured through CSAT surveys. A team, usually under the QA division calculates and analyzes what the customer wants and how they are satisfied. Though this is useful and it has its successes, call analytical software... Continue Reading Posted at 10:44 AM \| Permalink \| Comments
Apr 9	Exploitation of Filipinos in the Industry 'Jam' Mayer April 9, 2006 I literally shook my head as I read this in our local papers. Headline states “KMU slaps call center industry as hub for exploitation”. “Even as the contact center industry continues to provide jobs to Filipinos, civil rights group Kilusang... Continue Reading Posted at 10:34 AM \| Permalink \| Comments
	Call Center Forum: Experiences through Photos 'Jam' Mayer April 9, 2006 I’ve stumbled upon an internet based art project that hopes to create a network between Filipino call center personnel and tell their stories through MMS. It just started a few weeks ago and was launched last March 25. I will... Continue Reading Posted at 9:02 AM \| Permalink \| Comments
Apr 6	Production Floor: Personal Use of the Internet 'Jam' Mayer April 6, 2006 As I walk past the row of agents on the floor, 3 out of 10 people would be surfing the web or checking their personal email. You would think they are doing this during their break or perhaps while waiting... Continue Reading Posted at 10:36 AM \| Permalink \| Comments
	Philippines: Agent Wage 'Jam' Mayer April 6, 2006 Currently, the demand for competent agents is still growing in the country. The competition to recruit them is tough. Today, agents are jumping from one center to another to hopefully get the best compensation to keep up with the rise... Continue Reading Posted at 9:31 AM \| Permalink \| Comments
	Listening Beyond the Form: Intro 'Jam' Mayer April 6, 2006 The primary task of a Quality evaluator is to listen to calls and score them using an audit form. It’s pretty standard to split the form into two: Soft Skills and Compliance. This is what QA personnel are used to... Continue Reading Posted at 9:27 AM \| Permalink \| Comments
Apr 2	Handle time incentive Cartoon Call Center Comic April 2, 2006 Call center managers often provide reps various incentives to help them lower their call handle time. However, the incentives must be carefully crafted and reviewed before they are rolled out. One of the most common shortcomings of handle time initiatives... Continue Reading Posted at 1:54 AM \| Permalink \| Comments

Devoted to the call center industry, the agents on the phones, and their managers

Advertise

Related Resources

recent comments

sponsored ads

topics

subscribe

Current News

resources

Support This Blog

archives

blogroll

business social media

Know More Media - Customer Service / Services

know more media network

we support unitus

PRWeb

Influencer

ProductivityGoal

CallCenterScript

AdHurl

TheBizofKnowledge

LandingTheDeal

CustomersAreAlways

HealthCareVox

BrainBasedBusiness

TheInsurancePolicy

MarketingBlurb