CallCenterScript: June 2006 Archives

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Jun23	Handle time Cartoon Call Center Comic June 23, 2006 Know More: When too much effort is put into improving handle time, reps tend to get very creative regarding ways to lower their AHT. Sometimes the drive to improve yields positive results, other times this cartoon may reflect what happens. Call center monitoring cartoon from callcentercomics.com Posted at 10:25 PM \| Permalink \| Comments
Jun22	Telemarketing: Compliance Vs Profit 'Jam' Mayer June 22, 2006 With the laws that have been passed to protect consumers, it has been difficult for telemarketers to call back prospects and ultimately get a sale. The stress is sometimes too much on the agents trying to meet the quota plus... Continue Reading Posted at 9:08 PM \| Permalink \| Comments
Jun21	Monitoring Behaviors: An evolution in QA forms 'Jam' Mayer June 21, 2006 Customer experience is now the focus of many organizations. The call center is the front line in any business, whether it starts from offering a product, once it has been bought and goes on while the customer is still loyal.... Continue Reading Posted at 5:00 AM \| Permalink \| Comments
Jun19	Career Path for Agents: Listing More 'Jam' Mayer June 19, 2006 Here is another list of careers after becoming an agent on the floor you can consider. Quality Assurance EvaluatorsYou are also expected to take in calls but only a small percentage of your time. You are expected to be subject... Continue Reading Posted at 9:03 AM \| Permalink \| Comments
Jun18	QA Feedback: Don’t Fear It! 'Jam' Mayer June 18, 2006 Contrary to the perception that many agents dread to get any feedback from a QA feedback session, this has now begun to change. We haven’t turned it around completely but it’s getting there. How do you make it successful? Don't... Continue Reading Posted at 9:35 AM \| Permalink \| Comments
	Career Path for Agents: It isn’t a dead end 'Jam' Mayer June 18, 2006 For those who are thinking of getting a job in a call center as an agent for the first time, here is a simple career path that one can take. Take note though that your interests may vary and is... Continue Reading Posted at 8:35 AM \| Permalink \| Comments
	Plan Your Attrition Numbers 'Jam' Mayer June 18, 2006 There are still a lot of centers that don’t plan how many people they expect to lose every month, believe it or not. Most especially those that have in-house call centers. Since attrition is something they don’t expect as much... Continue Reading Posted at 8:31 AM \| Permalink \| Comments
Jun10	Quality Assurance Feedback Call Center Comic June 10, 2006 When the QA team provides feedback to agents on the floor, it should do so with the aim of helping improve performance. Feedback should always be done in private and should also have a positive overtone to it. If reps... Continue Reading Posted at 9:13 PM \| Permalink \| Comments
Jun 4	Agent Improvement: Scheduling Coaching Sessions 'Jam' Mayer June 4, 2006 It is working and it is indeed more efficient! We’ve recently been doing this for a couple of accounts and the QA team’s productivity has always been 100%. It is effortless and is not rocket science. The greatest benefit is... Continue Reading Posted at 10:13 AM \| Permalink \| Comments
	IVR Hold: The Right Music might just cut it! 'Jam' Mayer June 4, 2006 There was a time when our client had to flag us because there was no hold music in their IVR system. As you well know, having to hear silence while you wait for a customer representative should never happen. So,... Continue Reading Posted at 7:55 AM \| Permalink \| Comments
Jun 2	Relationships in the Call Center 'Jam' Mayer June 2, 2006 The interesting thing about working in a call center environment is that relationships blossom almost everyday. It could be a fling, a serious one or sometimes, just to help you climb the corporate ladder faster. Okay, this isn't new to... Continue Reading Posted at 4:55 AM \| Permalink \| Comments

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Jun23	Handle time Cartoon Call Center Comic June 23, 2006 Know More: When too much effort is put into improving handle time, reps tend to get very creative regarding ways to lower their AHT. Sometimes the drive to improve yields positive results, other times this cartoon may reflect what happens. Call center monitoring cartoon from callcentercomics.com Posted at 10:25 PM \| Permalink \| Comments
Jun22	Telemarketing: Compliance Vs Profit 'Jam' Mayer June 22, 2006 With the laws that have been passed to protect consumers, it has been difficult for telemarketers to call back prospects and ultimately get a sale. The stress is sometimes too much on the agents trying to meet the quota plus... Continue Reading Posted at 9:08 PM \| Permalink \| Comments
Jun21	Monitoring Behaviors: An evolution in QA forms 'Jam' Mayer June 21, 2006 Customer experience is now the focus of many organizations. The call center is the front line in any business, whether it starts from offering a product, once it has been bought and goes on while the customer is still loyal.... Continue Reading Posted at 5:00 AM \| Permalink \| Comments
Jun19	Career Path for Agents: Listing More 'Jam' Mayer June 19, 2006 Here is another list of careers after becoming an agent on the floor you can consider. Quality Assurance EvaluatorsYou are also expected to take in calls but only a small percentage of your time. You are expected to be subject... Continue Reading Posted at 9:03 AM \| Permalink \| Comments
Jun18	QA Feedback: Don’t Fear It! 'Jam' Mayer June 18, 2006 Contrary to the perception that many agents dread to get any feedback from a QA feedback session, this has now begun to change. We haven’t turned it around completely but it’s getting there. How do you make it successful? Don't... Continue Reading Posted at 9:35 AM \| Permalink \| Comments
	Career Path for Agents: It isn’t a dead end 'Jam' Mayer June 18, 2006 For those who are thinking of getting a job in a call center as an agent for the first time, here is a simple career path that one can take. Take note though that your interests may vary and is... Continue Reading Posted at 8:35 AM \| Permalink \| Comments
	Plan Your Attrition Numbers 'Jam' Mayer June 18, 2006 There are still a lot of centers that don’t plan how many people they expect to lose every month, believe it or not. Most especially those that have in-house call centers. Since attrition is something they don’t expect as much... Continue Reading Posted at 8:31 AM \| Permalink \| Comments
Jun10	Quality Assurance Feedback Call Center Comic June 10, 2006 When the QA team provides feedback to agents on the floor, it should do so with the aim of helping improve performance. Feedback should always be done in private and should also have a positive overtone to it. If reps... Continue Reading Posted at 9:13 PM \| Permalink \| Comments
Jun 4	Agent Improvement: Scheduling Coaching Sessions 'Jam' Mayer June 4, 2006 It is working and it is indeed more efficient! We’ve recently been doing this for a couple of accounts and the QA team’s productivity has always been 100%. It is effortless and is not rocket science. The greatest benefit is... Continue Reading Posted at 10:13 AM \| Permalink \| Comments
	IVR Hold: The Right Music might just cut it! 'Jam' Mayer June 4, 2006 There was a time when our client had to flag us because there was no hold music in their IVR system. As you well know, having to hear silence while you wait for a customer representative should never happen. So,... Continue Reading Posted at 7:55 AM \| Permalink \| Comments
Jun 2	Relationships in the Call Center 'Jam' Mayer June 2, 2006 The interesting thing about working in a call center environment is that relationships blossom almost everyday. It could be a fling, a serious one or sometimes, just to help you climb the corporate ladder faster. Okay, this isn't new to... Continue Reading Posted at 4:55 AM \| Permalink \| Comments

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