22 June 2008  Blog & Personal Updates

I’ve managed to tap my creative side and did a little tweaking here and there.  It was tough and well…it isn’t much but I’m happy for now (until I get a professional to do the full look and feel). 
I decided to change the layout and also the colors.  I think …

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 …

31 March 2008  Operations

Tied to increase in attrition and constant demand to fill the seats, expenses increase and the purchase of call center headsets is common and basic tool for the job. But, it isn’t cheap.
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30 March 2008  Training

There are different ways of saving on labor expense for call centers.  One way is to cross skill an agent.  There are three ways of doing it.
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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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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  Blog & Personal Updates

I’ve been tweaking the site and hope to link most, if not all of my articles here.  Since I write primarily in Call Center Script, I’ve decided to include a subscription link on site. 
It’s zero for now since it’s very new, but I’m hoping that I would be able to …