Archive for May, 2007
Call Center Quality
When I purchased my first center I stepped in to a cluster. In fact, there weren’t any processes in place that guaranteed everybody understood what our expectations were. We put this document into place for our QA. Doing this was a good idea because it provided all the reps with a clear understanding of what we wanted:
Improving Attendance In The Call Center
Of all Call Center performance metrics, the easiest one to improve is attendance. Unfortunately, it is also the one that can do the most harm to customer satisfaction, department morale, and can cost the company a lot of money. There are three basic steps to improving attendance in any Call Center environment. If they are followed, you will be well on your way to developing a successful Call Center, and taking a huge step forward in battling performance metrics.
Self Discovery Steps for Coaching
Excellent coaching process that is simple to use and easy to understand. Call Center professionals can use this system to driver performance.
Call Center In India
Funny video
Call Center Performance Management
Call Centers, or customer services receiving and transmitting multiple requests by telephone, were introduced as offshoots of telecommunications providing streamlined service for consumers of large companies with extensive customer support needs. Normally, a call center is able to handle a considerable volume of calls at the same time, i.e. to screen calls and forward them to skilled support staff, where most issues can be resolved. Organizations starting from mail-order catalog companies and telemarketing companies to computer product help desks use call centers.
Performance Management Gone Haywire
What has happened with Performance Management? Has it gone haywire? See if there are things that could change to make it work in a more positive process.
