CallCenterScript: September 2006 Archives

« August 2006 | Main | October 2006 »

Sep30	Top 10 List: Call Centers in Manila that are being Talked About 'Jam' Mayer September 30, 2006 Know More: Call Center Directory, Philippine Call Centers Call Center Directories I’ve read several forums on call centers and here are the latest and Top 10 call centers that are being talked about. Most would discuss compensation, day shift jobs, gossip, recruitment failures and successes, management decisions, cool amenities, incentives and different programs being serviced. I listed them in alphabetical order to be fair and objective. Ambergris Solutions, Inc. Convergys Philippines Services Corp. Dell Manila ClientLogic Philippines, Inc. e-Telecare International, Inc. ICT Marketing Services Inc. People Support Philippines, Inc. Sitel Philippines, Inc. Sykes Asia, Inc. Teletech Customer Care Management Philippines, Inc. If you’ve noticed, most are the big players in the industry and have global footprints. It boils down to availability of jobs and compensation. These centers have both been praised and criticized by their own workforce. I hope that management would read more of these forums because it gives them some perspective of what people think of the company. Posted at 5:29 PM \| Permalink \| Comments
Sep30	Call Center Perspective: Typhoon Xangsane a.k.a Milenyo 'Jam' Mayer September 30, 2006 The night before Typhoon "Milenyo" hit Metro Manila, call center management was preparing what was needed. Shuttles were being scheduled and ready to be deployed to pick up personnel, some who had a disaster recovery center were on stand-by, and most were expecting a high rate of absenteeism. Continue Reading Posted at 4:33 PM \| Permalink \| Comments
Sep28	Call center scheduling Cartoon Call Center Comic September 28, 2006 How ever you decide to create a staffing model make sure you know the law. There are certain limitations to the amount of time that a person can work. Not to mention the fact that overworked employees are far less... Continue Reading Posted at 11:23 PM \| Permalink \| Comments
Sep24	Is Dell Buying the Workforce? 'Jam' Mayer September 24, 2006 Since the news broke out a month ago that Dell was to open another call center in Metro Manila, small to medium sized centers have started to lose their workforce. Even the big players are losing their best people to their centers. Continue Reading Posted at 1:35 PM \| Permalink \| Comments
Sep21	Call Center Operations: Risking Quality over Revenue 'Jam' Mayer September 21, 2006 Situation: “Agents that have gone through quality audits and data has shown they should not be retained in an account. This will hurt not only CSAT but possible law regulations. But, as an outsourced center, staffing is critical to answer... Continue Reading Posted at 2:00 PM \| Permalink \| Comments
Sep20	Call center scheduler Call Center Comic September 20, 2006 Call center schedulers, as their name reveals, allow call center managers to automate the scheduling process, which can significant ly decrease the time/effort spent on this task. However, schedulers do much more than automate staffing tasks for the days ahead. In terms of... Continue Reading Posted at 11:53 PM \| Permalink \| Comments
Sep17	Another Perspective on Call Center Scripts 'Jam' Mayer September 17, 2006 I’ve discussed about the importance of interjecting the human element when interacting with customers on the phone. We went into depth, how it helps the agents and listened to the customer’s perspective as well. With this in mind, why do... Continue Reading Posted at 8:50 PM \| Permalink \| Comments
	Call Center Breaks: What do they talk about? 'Jam' Mayer September 17, 2006 It’s break time! This is where agents, support teams and even management converge to talk about their experiences. More often (even in elevators), you would hear agents talk about their last call. If that went well, then listen to them... Continue Reading Posted at 7:56 PM \| Permalink \| Comments
Sep16	Contact Centre Global Forum 'Jam' Mayer September 16, 2006 In April 2007, expect a lot of contact center professionals flock to the Contact Centre Global Forum, a first of its kind to be held in Cannes, France. This event “will bring together senior decision makers from contact centers around... Continue Reading Posted at 5:43 PM \| Permalink \| Comments
	Team Leaders, QA Specialists and Trainers: Answer or Make Phone Calls 'Jam' Mayer September 16, 2006 During interviews for other positions in the center, most agents will be honest enough to say that they’d like to move on in their careers because they are tired of being on the phones. You can’t blame them, phone work... Continue Reading Posted at 4:47 PM \| Permalink \| Comments
Sep14	Filipino Call Center Agents: It’s Ok to Say No 'Jam' Mayer September 14, 2006 I’ve heard it so many times. A customer gets what he wants the first time. He calls back and gets a different agent. This time he gets someone who follows the rules and processes. He’s not happy and the call... Continue Reading Posted at 6:44 PM \| Permalink \| Comments
	Filipino Call Center Agents: Why is it Hard to Say No? 'Jam' Mayer September 14, 2006 Cathi of Biz Cradle made a great point by saying, “The only thing about the reps who have a hard time saying no, is that they will say "yes" to almost anything. This raises customer expectations to a level that... Continue Reading Posted at 6:35 PM \| Permalink \| Comments
Sep12	Telemarketing: Revenge is NOT Allowed! 'Jam' Mayer September 12, 2006 Being an outbound call center agent is difficult. One has to take one rejection after another. They, too, take a lot of abuse from potential customers. I’ve listened to a call that was sent to me, wherein the person who... Continue Reading Posted at 6:03 PM \| Permalink \| Comments
	India: Online Recruitment Made Easy! 'Jam' Mayer September 12, 2006 JTS Institute, based in Bangalore, introduced their e-recruitment tool that will make it easier for aspiring call center agents to apply for a job in the industry. The Economic Times outlines the process which an applicant has to go through,... Continue Reading Posted at 5:02 PM \| Permalink \| Comments
	Call Center Coaching Call Center Comic September 12, 2006 Here’s some free call center coaching…be careful of what you say on and off the phone. Since headsets usually have powerful microphones, customers can often hear the background noise that accompanies most busy call centers. Part of this “noise” usually... Continue Reading Posted at 12:10 AM \| Permalink \| Comments
Sep11	Call Center Agent: Interview Questions 'Jam' Mayer September 11, 2006 Part of the recruitment process, usually the initial interview is the most critical. Most centers would have a structured template. I’ve listed some common interview questions to help you prepare when you apply in a call center. If you have... Continue Reading Posted at 3:01 PM \| Permalink \| Comments
	A Stepping Stone to other Careers 'Jam' Mayer September 11, 2006 The call center has a lot to offer for those who want to stay in the industry. But, it has also been a stepping stone for other professions outside of it. Some say it’s a dead end job because you’ll... Continue Reading Posted at 2:22 PM \| Permalink \| Comments
Sep 4	How to Improve Agent Attendance 'Jam' Mayer September 4, 2006 Nadinegrl asked a very good question and it’s something that all team leaders have to face on a daily basis. She states, “Let me ask for your opinion on how you can improve a team's attendance. Most of my teammates... Continue Reading Posted at 8:03 PM \| Permalink \| Comments
Sep 3	Customer Focus Organization 'Jam' Mayer September 3, 2006 There are so many service delivery centers (mostly outsourced) that forget the core business. Due to the demand of our clients to hire agents for their program, management forgets the internal organization and focuses on being a “cost center". It... Continue Reading Posted at 2:42 PM \| Permalink \| Comments
	Agents for 5, 6, 7 Years and Counting… 'Jam' Mayer September 3, 2006 A lot of people normally would like to climb the corporate ladder and in our center, most are in a hurry to get to the next level, experienced or not. The pay is good as front liners, why wouldn’t one... Continue Reading Posted at 1:09 PM \| Permalink \| Comments
Sep 2	Agent Culture in the Philippines 'Jam' Mayer September 2, 2006 This gives you a snapshot of the lifestyle and common traits of a Filipino call center agent. This will also help supervisors get some insight on how to manage your agents. Filipinos have been known to be hospitable, accommodating, and... Continue Reading Posted at 2:34 PM \| Permalink \| Comments
Sep 1	No Call Monitoring? Don’t Let this Happen! 'Jam' Mayer September 1, 2006 I can’t believe a company has a center that doesn’t even have a call monitoring process in place! This is the first time I’ve ever heard of such a thing and it’s even a financial company. I was sifting through... Continue Reading Posted at 4:19 PM \| Permalink \| Comments

« August 2006 | Main | October 2006 »

Sep30	Top 10 List: Call Centers in Manila that are being Talked About 'Jam' Mayer September 30, 2006 Know More: Call Center Directory, Philippine Call Centers Call Center Directories I’ve read several forums on call centers and here are the latest and Top 10 call centers that are being talked about. Most would discuss compensation, day shift jobs, gossip, recruitment failures and successes, management decisions, cool amenities, incentives and different programs being serviced. I listed them in alphabetical order to be fair and objective. Ambergris Solutions, Inc. Convergys Philippines Services Corp. Dell Manila ClientLogic Philippines, Inc. e-Telecare International, Inc. ICT Marketing Services Inc. People Support Philippines, Inc. Sitel Philippines, Inc. Sykes Asia, Inc. Teletech Customer Care Management Philippines, Inc. If you’ve noticed, most are the big players in the industry and have global footprints. It boils down to availability of jobs and compensation. These centers have both been praised and criticized by their own workforce. I hope that management would read more of these forums because it gives them some perspective of what people think of the company. Posted at 5:29 PM \| Permalink \| Comments
Sep30	Call Center Perspective: Typhoon Xangsane a.k.a Milenyo 'Jam' Mayer September 30, 2006 The night before Typhoon "Milenyo" hit Metro Manila, call center management was preparing what was needed. Shuttles were being scheduled and ready to be deployed to pick up personnel, some who had a disaster recovery center were on stand-by, and most were expecting a high rate of absenteeism. Continue Reading Posted at 4:33 PM \| Permalink \| Comments
Sep28	Call center scheduling Cartoon Call Center Comic September 28, 2006 How ever you decide to create a staffing model make sure you know the law. There are certain limitations to the amount of time that a person can work. Not to mention the fact that overworked employees are far less... Continue Reading Posted at 11:23 PM \| Permalink \| Comments
Sep24	Is Dell Buying the Workforce? 'Jam' Mayer September 24, 2006 Since the news broke out a month ago that Dell was to open another call center in Metro Manila, small to medium sized centers have started to lose their workforce. Even the big players are losing their best people to their centers. Continue Reading Posted at 1:35 PM \| Permalink \| Comments
Sep21	Call Center Operations: Risking Quality over Revenue 'Jam' Mayer September 21, 2006 Situation: “Agents that have gone through quality audits and data has shown they should not be retained in an account. This will hurt not only CSAT but possible law regulations. But, as an outsourced center, staffing is critical to answer... Continue Reading Posted at 2:00 PM \| Permalink \| Comments
Sep20	Call center scheduler Call Center Comic September 20, 2006 Call center schedulers, as their name reveals, allow call center managers to automate the scheduling process, which can significant ly decrease the time/effort spent on this task. However, schedulers do much more than automate staffing tasks for the days ahead. In terms of... Continue Reading Posted at 11:53 PM \| Permalink \| Comments
Sep17	Another Perspective on Call Center Scripts 'Jam' Mayer September 17, 2006 I’ve discussed about the importance of interjecting the human element when interacting with customers on the phone. We went into depth, how it helps the agents and listened to the customer’s perspective as well. With this in mind, why do... Continue Reading Posted at 8:50 PM \| Permalink \| Comments
	Call Center Breaks: What do they talk about? 'Jam' Mayer September 17, 2006 It’s break time! This is where agents, support teams and even management converge to talk about their experiences. More often (even in elevators), you would hear agents talk about their last call. If that went well, then listen to them... Continue Reading Posted at 7:56 PM \| Permalink \| Comments
Sep16	Contact Centre Global Forum 'Jam' Mayer September 16, 2006 In April 2007, expect a lot of contact center professionals flock to the Contact Centre Global Forum, a first of its kind to be held in Cannes, France. This event “will bring together senior decision makers from contact centers around... Continue Reading Posted at 5:43 PM \| Permalink \| Comments
	Team Leaders, QA Specialists and Trainers: Answer or Make Phone Calls 'Jam' Mayer September 16, 2006 During interviews for other positions in the center, most agents will be honest enough to say that they’d like to move on in their careers because they are tired of being on the phones. You can’t blame them, phone work... Continue Reading Posted at 4:47 PM \| Permalink \| Comments
Sep14	Filipino Call Center Agents: It’s Ok to Say No 'Jam' Mayer September 14, 2006 I’ve heard it so many times. A customer gets what he wants the first time. He calls back and gets a different agent. This time he gets someone who follows the rules and processes. He’s not happy and the call... Continue Reading Posted at 6:44 PM \| Permalink \| Comments
	Filipino Call Center Agents: Why is it Hard to Say No? 'Jam' Mayer September 14, 2006 Cathi of Biz Cradle made a great point by saying, “The only thing about the reps who have a hard time saying no, is that they will say "yes" to almost anything. This raises customer expectations to a level that... Continue Reading Posted at 6:35 PM \| Permalink \| Comments
Sep12	Telemarketing: Revenge is NOT Allowed! 'Jam' Mayer September 12, 2006 Being an outbound call center agent is difficult. One has to take one rejection after another. They, too, take a lot of abuse from potential customers. I’ve listened to a call that was sent to me, wherein the person who... Continue Reading Posted at 6:03 PM \| Permalink \| Comments
	India: Online Recruitment Made Easy! 'Jam' Mayer September 12, 2006 JTS Institute, based in Bangalore, introduced their e-recruitment tool that will make it easier for aspiring call center agents to apply for a job in the industry. The Economic Times outlines the process which an applicant has to go through,... Continue Reading Posted at 5:02 PM \| Permalink \| Comments
	Call Center Coaching Call Center Comic September 12, 2006 Here’s some free call center coaching…be careful of what you say on and off the phone. Since headsets usually have powerful microphones, customers can often hear the background noise that accompanies most busy call centers. Part of this “noise” usually... Continue Reading Posted at 12:10 AM \| Permalink \| Comments
Sep11	Call Center Agent: Interview Questions 'Jam' Mayer September 11, 2006 Part of the recruitment process, usually the initial interview is the most critical. Most centers would have a structured template. I’ve listed some common interview questions to help you prepare when you apply in a call center. If you have... Continue Reading Posted at 3:01 PM \| Permalink \| Comments
	A Stepping Stone to other Careers 'Jam' Mayer September 11, 2006 The call center has a lot to offer for those who want to stay in the industry. But, it has also been a stepping stone for other professions outside of it. Some say it’s a dead end job because you’ll... Continue Reading Posted at 2:22 PM \| Permalink \| Comments
Sep 4	How to Improve Agent Attendance 'Jam' Mayer September 4, 2006 Nadinegrl asked a very good question and it’s something that all team leaders have to face on a daily basis. She states, “Let me ask for your opinion on how you can improve a team's attendance. Most of my teammates... Continue Reading Posted at 8:03 PM \| Permalink \| Comments
Sep 3	Customer Focus Organization 'Jam' Mayer September 3, 2006 There are so many service delivery centers (mostly outsourced) that forget the core business. Due to the demand of our clients to hire agents for their program, management forgets the internal organization and focuses on being a “cost center". It... Continue Reading Posted at 2:42 PM \| Permalink \| Comments
	Agents for 5, 6, 7 Years and Counting… 'Jam' Mayer September 3, 2006 A lot of people normally would like to climb the corporate ladder and in our center, most are in a hurry to get to the next level, experienced or not. The pay is good as front liners, why wouldn’t one... Continue Reading Posted at 1:09 PM \| Permalink \| Comments
Sep 2	Agent Culture in the Philippines 'Jam' Mayer September 2, 2006 This gives you a snapshot of the lifestyle and common traits of a Filipino call center agent. This will also help supervisors get some insight on how to manage your agents. Filipinos have been known to be hospitable, accommodating, and... Continue Reading Posted at 2:34 PM \| Permalink \| Comments
Sep 1	No Call Monitoring? Don’t Let this Happen! 'Jam' Mayer September 1, 2006 I can’t believe a company has a center that doesn’t even have a call monitoring process in place! This is the first time I’ve ever heard of such a thing and it’s even a financial company. I was sifting through... Continue Reading Posted at 4:19 PM \| Permalink \| Comments

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