19 November 2005  Operations, Work Environment

Callcenterscript.com has launched their first contest and will run till December 15 this year! What’s in store for those who join? An iPod Shuffle! Cool eh?

8 November 2005  People

Have you ever wondered what it’s like to work in a support group? Let me paint you a picture. For a year and a half, breathing the experience of the call center industry has been a joy ride. I’m sure I’m not the only person that has stepped in the scene; there are many of you who are virgins to this industry.

4 November 2005  Quality Assurance

Today was an interesting first day after we had a short break from our training. We were all re-learning everything and it was ultimately boring in the morning. But, as we went along with the discussion towards lunch, there was definitely a breakdown and a huge debate started.

23 October 2005  Operations, Quality Assurance

A Quality Analyst or Auditor will normally think that a Team Leader will always be subjective when they do their monitored sessions. Whether it be done side by side or remote, the way they score might be subjective.

8 October 2005  Operations

It has happened again! A site that is bold enough to ramp multiple accounts in just a few months. To make it exact, there are about 4 accounts launching just a week apart from each other. It’s crazy but if everybody pulls it off, then applause is in order.

1 October 2005  Operations, Work Environment

Isn’t technology just dandy? Now, you don’t have to put up with all the *h** that comes from commuting to and from work. Not to mention all the “dangers” that commuters expose themselves to just to get to the office.

23 September 2005  People, Training

Today I am proud to say to have met a very good team. Who is this? The training team…our story.

22 September 2005  Training

Planning and designing a module takes a lot of brainstorming and research. Though it may sound easy and not a lot of tools is needed, the different types of learning techniques make it challenging.

15 September 2005  Commendations

I’ve added an additional category to this blog - Commendations. This is a good way to start a list of stories and commendations that call center agents have received from their customers.  I expect this to grow fast and ask from you guys to submit your own or of a …

8 September 2005  Operations

I personally am passionate about my job but honestly, money still talks and anything extra to reward a job well done, to increase more business into the site, is a good reason to create incentives. But, how much is enough to make sure everybody is happy and the business is still making money? 10%? 20% 40%?

4 September 2005  People

I’ve met a lot of different personalities in my lifetime. it’s interesting to meet such a diverse group from each account I’ve handled. But, something that is obvious is the age difference in different call centers.

24 August 2005  Training

There are quite a few names for agents taking in calls before they hit the production floor and integrated into teams. Some call it Phone Lab, Transition Queue, and Hot Housing. But, basically this is when agents have the chance to practice what they learned in the training room and take in live calls.

21 August 2005  CSAT, Quality Assurance

A lot of companies nowadays have been scrambling for their customer’s feedback to know exactly what they want and expect. In a call center environment, people call in for the mundane requests or complicated feedback. It’s always the same – they NEED something from us.

15 August 2005  People

The stress and corporate setting has always changed bubbly people into monsters. Believe it or not.

8 August 2005  Operations, Quality Assurance

I’ve been exposed to several QA methodologies and models but I have yet to learn the most extreme, which makes the QA department a very small support group. This is more integrated into the operations floor.