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

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 be busy with their paper work.  Managers can be in meetings all day.  There is an opportunity for complacency and if this happens, it only spells trouble.

I’d like to highlight a recent news story, to make one realize how any call that comes into the center is equally important than the next.  It may be just an ordinary day for you, but remember every customer that calls into your center has a need that you have to fulfill.

Here’s an excerpt of the story...

Ten dispatchers were available when Brenda Orr's call came in at 10:31 a.m., but the phone rang six times before an 11th dispatcher, who was already on an ambulance call, picked it up out of frustration and put it on hold.  ''911, can you hold one second, please?'' Orr replied, ''I can't! It's an emergency, nine, one, one emergency, three, four, zero Doyle. Bed on fire!'

“Orr, 53, died from smoke and soot inhalation in the blaze..."  Complete Story