CallCenterScript: February 2008 Archives

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Feb28	Get the Call Center Script Widget! 'Jam' Mayer February 28, 2008 Know More: Call Center Blogs Call Center Industry, Call Center Publications Do you have your own website that caters to the call center industry? Do you work in a call center and write about your experiences while at work in your personal blog? Do you have iGoogle and get your customized updates on your personal home page? Maybe you’d like to check out our latest posts using an alternative way other than subscribing to RSS readers. If you answered yes to any of these questions and agree with the last statement, then the Call Center Script widget is what you need. Thanks to Widgetbox, I created the blog’s widget so you can see a list of the most recent posts anywhere you want to put it. Do you have a Facebook or MySpace account? Then you can add more content to your profile page. So, if you are in the mood to share what you’ve read and would like to help spread the word, get the widget and publish it. Thank you in advance for the tremendous support! Keep on reading! Posted at 6:41 PM \| Permalink \| Comments
Feb26	How to Survive the Night Shift: Sleeping Habits 'Jam' Mayer February 26, 2008 There are tons of articles and even research studies that claim that working on the night shift is unhealthy, especially, if coupled with a high stress environment. I'm not discounting the fact that it has its disadvantages, more so for... Continue Reading Posted at 7:04 PM \| Permalink \| Comments
Feb25	Global Call Center Project: Perspectives on Management and Employment 'Jam' Mayer February 25, 2008 The report is comprehensive, yet it is concise and offers a simple analysis of its findings. It summarizes the most important aspects in the business that focuses on management and employment practices across Asia, Africa, South America, North America and... Continue Reading Posted at 5:52 PM \| Permalink \| Comments
Feb24	Reader’s Corner: How IVRs Should be Set Up 'Jam' Mayer February 24, 2008 I personally don't like dealing with IVRs, but it is integral to any call center. It has its pros and cons, and it really depends on what the center's call volume looks like. It also depends on the company's strategy... Continue Reading Posted at 4:44 PM \| Permalink \| Comments
	Highest Agent Attrition: Nursing Students and Workers 'Jam' Mayer February 24, 2008 A pattern has emerged. When we analyzed the attrition reports, we've noticed there were more nursing students who either went on AWOL after training or after 6 months. When we talked to some of them during the exit interviews, they... Continue Reading Posted at 4:08 PM \| Permalink \| Comments
Feb21	Every Call is Equally Important 'Jam' Mayer February 21, 2008 It takes a lot of patience and being mindful of what goes on daily in a call center operations floor. You have agents answering numerous calls that it becomes monotonous and stressful (especially if calls are queuing). Team leaders can... Continue Reading Posted at 2:43 AM \| Permalink \| Comments
	Addressing Call Center Newbies’ Communication Gaps 'Jam' Mayer February 21, 2008 If you were to outsource your calls to other countries than your own, one reality the business has to face is to deal with accent, pronunciation, grammar and comprehension of the language.On the account of saturation and harsh competition, the... Continue Reading Posted at 1:58 AM \| Permalink \| Comments
Feb19	Pakistan: Another Venue for Call Center Outsourcing? 'Jam' Mayer February 19, 2008 More countries are opening up to encourage the US to invest and bring their call center business. Like India and the Philippines, Pakistan has the infrastructure, cost efficiency and labor pool to support the business.But, due to political instability and... Continue Reading Posted at 5:41 AM \| Permalink \| Comments
Feb18	News Tidbits: More Unemployment but More Outsourcing 'Jam' Mayer February 18, 2008 News of jobs being lost is reported almost every day. Ironic as it is, outsourcing news is huge, increasing the demand for jobs. Not to say that these news are closely related, as some are just related to ongoing business... Continue Reading Posted at 4:27 AM \| Permalink \| Comments
Feb17	Measure True Performance in Call Quality. No to NA! 'Jam' Mayer February 17, 2008 Part of my job is to view reports on overall performance of each site and account. Not only do I need to analyze them to check if the metrics make sense as a whole, but determine the roadblocks for me... Continue Reading Posted at 1:05 PM \| Permalink \| Comments
Feb16	Call Center Website and Blog Templates 'Jam' Mayer February 16, 2008 You know how popular the industry is? It is popular enough for it to have its own Wordpress Blog Theme.Theme Studio just released their design and it is available free for download so you can have a more professional feel... Continue Reading Posted at 10:59 PM \| Permalink \| Comments
	3 Simple Rules vs Tons of KPIs 'Jam' Mayer February 16, 2008 We all deal with tons of measurable KPIs in our centers and sometimes don’t even realize that we torment and expect our agents to balance the long list of these metrics. I admit I, too, have added metrics to make... Continue Reading Posted at 5:21 PM \| Permalink \| Comments
Feb12	Blog Review: Tales from the Call Center 'Jam' Mayer February 12, 2008 I browse through a lot of personal blogs and there are tons out there from agents that either rant or rave about their jobs. I found one that has a lot of promise. Owen, the writer, just started with a... Continue Reading Posted at 8:19 PM \| Permalink \| Comments
	Is the Call Center the New LGBT Support Group? 'Jam' Mayer February 12, 2008 Like many organizations and support groups, periodic meetings are held for members to network, discuss initiatives and start projects for their cause. Attendance from its members is expected to keep the fire going.If you take a look at the demographics... Continue Reading Posted at 7:04 PM \| Permalink \| Comments
Feb11	50th Grammy Awards: Theme Day at the Call Centers 'Jam' Mayer February 11, 2008 The Grammy Awards is an event most musical enthusiasts would watch. About 17.5 million people viewed the telecast.This is relevant to the industry because call centers usually have “theme days”.I overheard an Operations Manager planning with his team on what... Continue Reading Posted at 5:16 PM \| Permalink \| Comments
Feb10	Callworkz Offer Work at Home Jobs in Manila 'Jam' Mayer February 10, 2008 I’ve received a lot of inquiries through email or comments posted on the site regarding Work at Home Jobs in the industry. I’ve steered them to TGK Asia, as this was my husband’s employer for a few years.Good news! We... Continue Reading Posted at 5:27 PM \| Permalink \| Comments
Feb 9	Did Call Center Personnel Observe Ash Wednesday? 'Jam' Mayer February 9, 2008 Lent has begun and on Ash Wednesday, it is common to see people with a black cross on their foreheads.If you were a devout catholic and work in a call center, you would do anything just to hear mass to... Continue Reading Posted at 6:42 PM \| Permalink \| Comments
Feb 8	What is a Good Pay Structure? A Recommendation 'Jam' Mayer February 8, 2008 We've compared several structures in a previous post. Either you attract them with a huge basic pay, additional allowances and benefits or even bonus schemes to include profit sharing. Ah, let's not forget the number of leaves or PTO (personal... Continue Reading Posted at 4:47 AM \| Permalink \| Comments
Feb 7	What is a Good Pay Structure? Let’s Compare. 'Jam' Mayer February 7, 2008 In the world of outsourced call centers, especially in India, Philippines or Latin America, most agents join the industry because of its high pay structure. We’ve heard this story before.But, with the tremendous competition for the labor force, your critical... Continue Reading Posted at 4:58 AM \| Permalink \| Comments
Feb 6	Agent Recruitment: Root Cause of Performance Gaps 'Jam' Mayer February 6, 2008 With the constant demand for a new batch of agents and with an unending ramp within a fast paced environment, recruiters have now resorted to quantity and not quality. Operations are now faced with average performing agents and worse, even... Continue Reading Posted at 1:05 AM \| Permalink \| Comments
Feb 5	Call Center Employees Illegally Terminated 'Jam' Mayer February 5, 2008 An American call center based in Cebu, Philippines laid off hundreds of employees due to a reason not known to the public. So many individual's hope was crushed when they were told they didn't have a job the next day.... Continue Reading Posted at 1:10 AM \| Permalink \| Comments
Feb 4	PCI Compliance in a Call Center 'Jam' Mayer February 4, 2008 Due to today's constant advancement of technology, we expect gadgets to come out with the latest and most number of features in one device. It is common to have a phone, camera and wireless connectivity in one. It's just cool... Continue Reading Posted at 8:40 AM \| Permalink \| Comments
Feb 3	Wake Up Call Center 'Jam' Mayer February 3, 2008 A recent video of a commercial for a sale struck me and wondered if there was one like it within a center. It is possible since it was a very simple concept and anyone who doesn't even have any call... Continue Reading Posted at 8:15 AM \| Permalink \| Comments
Feb 2	Call Center Comedy: Jokes and More 'Jam' Mayer February 2, 2008 It’s time for another dose of laughter as we start the month. Here is a collection of call center jokes and bloopers for your reading pleasure.A Technical Support and Beyond A segment in the Conan O’Brien show featuring Andy calling... Continue Reading Posted at 7:01 AM \| Permalink \| Comments

« January 2008 | Main | March 2008 »

Feb28	Get the Call Center Script Widget! 'Jam' Mayer February 28, 2008 Know More: Call Center Blogs Call Center Industry, Call Center Publications Do you have your own website that caters to the call center industry? Do you work in a call center and write about your experiences while at work in your personal blog? Do you have iGoogle and get your customized updates on your personal home page? Maybe you’d like to check out our latest posts using an alternative way other than subscribing to RSS readers. If you answered yes to any of these questions and agree with the last statement, then the Call Center Script widget is what you need. Thanks to Widgetbox, I created the blog’s widget so you can see a list of the most recent posts anywhere you want to put it. Do you have a Facebook or MySpace account? Then you can add more content to your profile page. So, if you are in the mood to share what you’ve read and would like to help spread the word, get the widget and publish it. Thank you in advance for the tremendous support! Keep on reading! Posted at 6:41 PM \| Permalink \| Comments
Feb26	How to Survive the Night Shift: Sleeping Habits 'Jam' Mayer February 26, 2008 There are tons of articles and even research studies that claim that working on the night shift is unhealthy, especially, if coupled with a high stress environment. I'm not discounting the fact that it has its disadvantages, more so for... Continue Reading Posted at 7:04 PM \| Permalink \| Comments
Feb25	Global Call Center Project: Perspectives on Management and Employment 'Jam' Mayer February 25, 2008 The report is comprehensive, yet it is concise and offers a simple analysis of its findings. It summarizes the most important aspects in the business that focuses on management and employment practices across Asia, Africa, South America, North America and... Continue Reading Posted at 5:52 PM \| Permalink \| Comments
Feb24	Reader’s Corner: How IVRs Should be Set Up 'Jam' Mayer February 24, 2008 I personally don't like dealing with IVRs, but it is integral to any call center. It has its pros and cons, and it really depends on what the center's call volume looks like. It also depends on the company's strategy... Continue Reading Posted at 4:44 PM \| Permalink \| Comments
	Highest Agent Attrition: Nursing Students and Workers 'Jam' Mayer February 24, 2008 A pattern has emerged. When we analyzed the attrition reports, we've noticed there were more nursing students who either went on AWOL after training or after 6 months. When we talked to some of them during the exit interviews, they... Continue Reading Posted at 4:08 PM \| Permalink \| Comments
Feb21	Every Call is Equally Important 'Jam' Mayer February 21, 2008 It takes a lot of patience and being mindful of what goes on daily in a call center operations floor. You have agents answering numerous calls that it becomes monotonous and stressful (especially if calls are queuing). Team leaders can... Continue Reading Posted at 2:43 AM \| Permalink \| Comments
	Addressing Call Center Newbies’ Communication Gaps 'Jam' Mayer February 21, 2008 If you were to outsource your calls to other countries than your own, one reality the business has to face is to deal with accent, pronunciation, grammar and comprehension of the language.On the account of saturation and harsh competition, the... Continue Reading Posted at 1:58 AM \| Permalink \| Comments
Feb19	Pakistan: Another Venue for Call Center Outsourcing? 'Jam' Mayer February 19, 2008 More countries are opening up to encourage the US to invest and bring their call center business. Like India and the Philippines, Pakistan has the infrastructure, cost efficiency and labor pool to support the business.But, due to political instability and... Continue Reading Posted at 5:41 AM \| Permalink \| Comments
Feb18	News Tidbits: More Unemployment but More Outsourcing 'Jam' Mayer February 18, 2008 News of jobs being lost is reported almost every day. Ironic as it is, outsourcing news is huge, increasing the demand for jobs. Not to say that these news are closely related, as some are just related to ongoing business... Continue Reading Posted at 4:27 AM \| Permalink \| Comments
Feb17	Measure True Performance in Call Quality. No to NA! 'Jam' Mayer February 17, 2008 Part of my job is to view reports on overall performance of each site and account. Not only do I need to analyze them to check if the metrics make sense as a whole, but determine the roadblocks for me... Continue Reading Posted at 1:05 PM \| Permalink \| Comments
Feb16	Call Center Website and Blog Templates 'Jam' Mayer February 16, 2008 You know how popular the industry is? It is popular enough for it to have its own Wordpress Blog Theme.Theme Studio just released their design and it is available free for download so you can have a more professional feel... Continue Reading Posted at 10:59 PM \| Permalink \| Comments
	3 Simple Rules vs Tons of KPIs 'Jam' Mayer February 16, 2008 We all deal with tons of measurable KPIs in our centers and sometimes don’t even realize that we torment and expect our agents to balance the long list of these metrics. I admit I, too, have added metrics to make... Continue Reading Posted at 5:21 PM \| Permalink \| Comments
Feb12	Blog Review: Tales from the Call Center 'Jam' Mayer February 12, 2008 I browse through a lot of personal blogs and there are tons out there from agents that either rant or rave about their jobs. I found one that has a lot of promise. Owen, the writer, just started with a... Continue Reading Posted at 8:19 PM \| Permalink \| Comments
	Is the Call Center the New LGBT Support Group? 'Jam' Mayer February 12, 2008 Like many organizations and support groups, periodic meetings are held for members to network, discuss initiatives and start projects for their cause. Attendance from its members is expected to keep the fire going.If you take a look at the demographics... Continue Reading Posted at 7:04 PM \| Permalink \| Comments
Feb11	50th Grammy Awards: Theme Day at the Call Centers 'Jam' Mayer February 11, 2008 The Grammy Awards is an event most musical enthusiasts would watch. About 17.5 million people viewed the telecast.This is relevant to the industry because call centers usually have “theme days”.I overheard an Operations Manager planning with his team on what... Continue Reading Posted at 5:16 PM \| Permalink \| Comments
Feb10	Callworkz Offer Work at Home Jobs in Manila 'Jam' Mayer February 10, 2008 I’ve received a lot of inquiries through email or comments posted on the site regarding Work at Home Jobs in the industry. I’ve steered them to TGK Asia, as this was my husband’s employer for a few years.Good news! We... Continue Reading Posted at 5:27 PM \| Permalink \| Comments
Feb 9	Did Call Center Personnel Observe Ash Wednesday? 'Jam' Mayer February 9, 2008 Lent has begun and on Ash Wednesday, it is common to see people with a black cross on their foreheads.If you were a devout catholic and work in a call center, you would do anything just to hear mass to... Continue Reading Posted at 6:42 PM \| Permalink \| Comments
Feb 8	What is a Good Pay Structure? A Recommendation 'Jam' Mayer February 8, 2008 We've compared several structures in a previous post. Either you attract them with a huge basic pay, additional allowances and benefits or even bonus schemes to include profit sharing. Ah, let's not forget the number of leaves or PTO (personal... Continue Reading Posted at 4:47 AM \| Permalink \| Comments
Feb 7	What is a Good Pay Structure? Let’s Compare. 'Jam' Mayer February 7, 2008 In the world of outsourced call centers, especially in India, Philippines or Latin America, most agents join the industry because of its high pay structure. We’ve heard this story before.But, with the tremendous competition for the labor force, your critical... Continue Reading Posted at 4:58 AM \| Permalink \| Comments
Feb 6	Agent Recruitment: Root Cause of Performance Gaps 'Jam' Mayer February 6, 2008 With the constant demand for a new batch of agents and with an unending ramp within a fast paced environment, recruiters have now resorted to quantity and not quality. Operations are now faced with average performing agents and worse, even... Continue Reading Posted at 1:05 AM \| Permalink \| Comments
Feb 5	Call Center Employees Illegally Terminated 'Jam' Mayer February 5, 2008 An American call center based in Cebu, Philippines laid off hundreds of employees due to a reason not known to the public. So many individual's hope was crushed when they were told they didn't have a job the next day.... Continue Reading Posted at 1:10 AM \| Permalink \| Comments
Feb 4	PCI Compliance in a Call Center 'Jam' Mayer February 4, 2008 Due to today's constant advancement of technology, we expect gadgets to come out with the latest and most number of features in one device. It is common to have a phone, camera and wireless connectivity in one. It's just cool... Continue Reading Posted at 8:40 AM \| Permalink \| Comments
Feb 3	Wake Up Call Center 'Jam' Mayer February 3, 2008 A recent video of a commercial for a sale struck me and wondered if there was one like it within a center. It is possible since it was a very simple concept and anyone who doesn't even have any call... Continue Reading Posted at 8:15 AM \| Permalink \| Comments
Feb 2	Call Center Comedy: Jokes and More 'Jam' Mayer February 2, 2008 It’s time for another dose of laughter as we start the month. Here is a collection of call center jokes and bloopers for your reading pleasure.A Technical Support and Beyond A segment in the Conan O’Brien show featuring Andy calling... Continue Reading Posted at 7:01 AM \| Permalink \| Comments

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