CallCenterScript: Operations Archives

Operations Archives

Mar22	Call Center for Restaurants: Centralized Delivery and Pick Up 'Jam' Mayer March 22, 2008 Know More: Operations Inbound Call Center Your food establishment is doing very well but one thing that the customers are clamoring for is an option to order for delivery or pick up. You can’t afford to set up a traditional center since all you know is... Continue Reading Posted at 8:56 PM \| Permalink \| Comments
Mar22	Handling Customer Service vs Collections 'Jam' Mayer March 22, 2008 My experience with a bank has led me to think why a division of their contact center handles its customer transactions differently, in relation to service.A customer service representative I spoke to regarding my balance was very polite and professional. ... Continue Reading Posted at 5:03 PM \| Permalink \| Comments
Mar 9	BCP Strategy: Work at Home Alternative 'Jam' Mayer March 9, 2008 Business Continuity Planning (BCP) is critical to any call center business.Knowing where to route your calls in case your systems go down or an event has transpired which led to an increase in absenteeism in your workforce is one plan.Big... Continue Reading Posted at 6:06 AM \| 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
Jan10	Team Leaders: View a Snapshot of your Agent’s Metrics 'Jam' Mayer January 10, 2008 Back in the day when I was still an agent, my metrics were about three maximum. Average Handle Time (AHT), Schedule Adherence and Quality. Now agents have to deal with 5 or more metrics. Customer Satisfaction (CSAT) was introduced and... Continue Reading Posted at 4:21 PM \| Permalink \| Comments
Dec13	Reasons for Spikes in Call Volume 'Jam' Mayer December 13, 2007 Too many calls are on queue. Everyone is expected to take in calls even supervisors. Seasonal call center agents are hired. This is a typical scenario for a center when it expects a spike in call volume. But, this is... Continue Reading Posted at 2:52 PM \| Permalink \| Comments
	Is There Lead in your Lipstick? Making more money with your call center Solving Difficult Problems Without a Real Supervisor Where do you store your secret information? Call Center Recruitment: Poaching and Bonuses Q & A: Voice Management 5 Things to Implement to Prevent Data Theft in Call Centers Don’t Shortchange your Agents by Compromising Training A New Generation of Call Center Agents Call Center Operations: Risking Quality over Revenue Another Perspective on Call Center Scripts Team Leaders, QA Specialists and Trainers: Answer or Make Phone Calls How to Improve Agent Attendance Health Concerns with Call Center Work Give the Agents their Breaks! Agents Using a Different Name Tips on Coaching an Agent on their Metrics Coaching Agent Metrics Telemarketing: Compliance Vs Profit Career Path for Agents: Listing More QA Feedback: Don’t Fear It! Career Path for Agents: It isn’t a dead end Plan Your Attrition Numbers Agent Improvement: Scheduling Coaching Sessions Train Operational Support Early Workforce Processes Drive Customer Satisfaction Your Operational Processes Impact Customer Satisfaction Passion for Agent Performance = High Morale = 0% ATTRITION! Walkie-Talkies on the Production Floor Listening Beyond the Form: Audio Quality Listening Beyond the Form: AHT Production Floor: Personal Use of the Internet Coaching Calls: Team Leader or QAs? Scripts. Do they help the agent or the customer? Part 2 Tip on Measuring your Inbound Call Center Agents Outbound Disposition Report More on Outbound Reporting Explaining SPH

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