13 October 2008  Call Center Script Article, Employment

“I was watching the daily news and heard that the government should prepare for possible US companies to pull out their investments in the outsourcing industry within the Philippines due to the current US financial crisis.”

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Post has been written for Call Center Script, a blog within the Know …

30 July 2008  Call Center Script Article, People

“Filipino call center agents need to be pushier, execs say.”
This is what foreign executives are expecting from the workforce here in the Philippines.  They further comment on why they chose this country to outsource their business to — the hospitable culture and how close we are to the US.  Yet …

21 July 2008  Call Center Script Article, Operations

It’s your first break after a few hours on the phone and you only have 15minutes!  Oh my! What a dilemma.  You want to just get out of your chair and do more than just stretch.  Are you hungry?  Are you a smoker?  Perhaps you want to check your personal email? Do you …

17 July 2008  Call Center Script Article, Training

It is a strategy that most companies adopt to keep people in the company for at least 3 to 6 months.  This assures that training hours weren’t wasted and is a way to cut down “No Call No Shows” during this stage.   It is sometimes referred as a retention tool.  In …

15 July 2008  Call Center Script Article, Communication Skills

IBM’s India Research Laboratory has a web-based software that initially was developed for a call center in India to raise its agent’s English proficiency. The tool seems to be like a real time online game that makes learning more fun.
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Post has been written for Call …

8 July 2008  Call Center Script Article, Operations

IBM Research Labs has developed new technology to mask and protect private information captured by call centers. It utilizes speech analytics to identify sensitive data that can only be accessed by authorized personnel.
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Post has been written for Call Center Script, a blog within the Know More Media …

4 July 2008  Blog & Personal Updates, Call Center Script Article

The executives at Call Center Script still wants me in the team.  This is such great news!  They were very understanding and was kind enough to give me an alternative option for me to be able to plan my posts.  Hurray!
So, there were just a few posts this week and …

2 April 2008  Call Center Script Article, People, Work Environment

It is important for a team of call center agents to get together as a group and celebrate their success or just to know more about the newest member. Funds are always budgeted for team buildings and the call center or operations manager is in charge of allocating this on …

1 April 2008  Call Center Script Article, Work Environment

I don’t understand why a building would even allow their office space to be leased by many call centers and not even plan or consider elevator traffic. If I were to do this, I’m sure to tell my architect to think whether three elevators are enough to handle the volume …

31 March 2008  Call Center Script Article, Training, Work Environment

Call simulations or doing mock calls are often done during recruitment and training. It is an effective way of helping agents get more comfortable and ready for a live call. This is why the environment for them to do the simulation is important. You would all agree that this is …

17 March 2008  Call Center Script Article, Publications

A call center book that was published late of 2005 by Chetan Bhagat was turned into a film last year titled “Hello”, Bollywood style.
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Post has been written for Call Center Script, a blog within the Know More Media blogging network.

9 March 2008  Call Center Script Article, Employment, Operations

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.
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18 February 2008  Call Center Script Article, Employment, Work Environment

Well, I’ve managed to fix my schedule to make sure I keep on writing regularly in Call Center Script plus keep my day job (without losing focus).  Weekends have now been focused on writing articles for the network.  Oh, don’t worry I still have pretty much a personal life, with …

10 February 2008  Call Center Script Article, Employment

It has been a very eventful week at work.  Too much I would say and the stress is seriously getting into my nerves.  As I lead my double life (executive at night and writer at night — or should it the other way around considering I work at night), I …

2 December 2007  Blog & Personal Updates, Call Center Script Article

Okay, let’s get to to work! First of all, I appreciate those who still drop by to read my past articles.  That being said, I am back to pursue my passion for sharing knowledge and ideas to those who would like to listen.
I’ve managed to start some more articles in …