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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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 another thought crossed …

21 July 2008  Call Center Script Article, Operations

“It’s
your first break after a few hours on the phone and you only have 15
minutes!  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 spite …

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.
Read My Full Article at Call Center Script.

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.
Read my full article

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 …