Birthdays in the Workplace
Most people take a vacation leave and spend their birthdays on the beach, in a fancy resto or at home with loved ones. Me, I spent mine at work in the call center. Celebrating my birthday last week on the floor, amid calls for PC troubleshooting and Zoloft side effects, I was thrilled and joyful [...]
Teamwork for Your Team
When you’re in a job where you represent a business or product, you should already understand that competition is a part of the game. Indirectly, you compete with other call center agents who represent other brands. For example, if you’re a customer service representative, the goal is to get more customers and to satisfy them [...]
The Ebb and Flow of Call Volume
Some people might be inclined to think that the call center field bears a schizophrenic workload at the best of times, if they’ve been in the industry long enough. In particular, customer service and inbound sales seem to experience it more acutely than others. At certain times of the year, depending on the role the [...]
Are You Committing Financial Mistakes?
Do you run out of cash before payday? Do you find yourself acquiring debts here and there? Are you having trouble paying them off? Has it been a long time since you added anything into your savings? If you answered ‘yes’ to most of these questions, then there might just be financial mistakes that you [...]
The Worst Possible Callers to Encounter
Simply by working as a call center agent, you know that most customers you will encounter will generally not be genial. They call the hotline for one reason only: because of a technical issue. Sure, you may get the occasional oddball who just needs to talk to someone, but these are few and far in [...]
Why Call Center Agents should be Techie
If you are technophobic, then you may be a bad fit for the call center industry. How will you be able to provide assistance to a customer who calls in for help on how to use a car loan calculator or how to switch on his desktop computer’s monitor? If you are clueless on how [...]
Proper Phone Etiquette
You heard from a friend that there’s this store outlet in the mall that installs genuine game software for a minimal fee. As a game addict, you made sure your Saturday is clear so you can make a trip to the store’s branch. With laptop in hand, you talk to the employee in charge, and [...]
The Myths and Facts Surrounding the Call Center Industry
Surveys show that 87% of the buying public resent cold calling. They prefer not to be bugged by some call center rep, whether they are in the middle of a business meeting or simply at home fulfilling their domestic duties. Rejection has become a major component. Truth be told, nobody likes to be rejected. Business [...]
What Agents Do When Calls Don’t Come In
By and large, call centers like having very secure, very reliable lines of communication. After all, if these lines were unreliable, then they wouldn’t be able to do their jobs properly. Still, no matter how reliable the connection might be, there are still times when it fails miserably. There will also be times when it [...]
Better Outsourcing with Cloud Computing
Most call center outsources promote the value of their services by showing that they can offer better, faster and more affordable service than a company can for itself. This is mostly true since call center outsourcers can acquire agents from various geographies and handle training, managing and retaining qualified agents. Enterprise clients also benefit from [...]