Call Center Management On Target
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I thought the art of call center agent motivation was lost…until I read this article.
In many instances, call center managers don’t have a budget to utilize when trying to help motivate their centers. Pay is normally on the lower side, so the deck is already stacked against the managers.
So what to do? Work Smart and Not hard.
The call center leadership team in this article understands what’s important.
Here’s the article:
Dell call center encourages casual comfort | Idaho Statesman Business
TWIN FALLS — Most managers would be furious if their employees were having a marshmallow fight or knitting on the job. But managers at the Dell Inc. call center in Twin Falls encourage a quirky and casual atmosphere, saying that it increases employee performance and job satisfaction.
Technorati Tags: call center, call center management, call center agent, call center motivation
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Call Center Agent Writes Nasty Resignation Letter
WOW!
Call Centers Are Always Fun!
Sometimes criticism comes hard and local. I found this blog post very interesting and so I decided to pass it on to you. I make no claims that this information is true and it only provides one side of the call center story.
So take heed and remember as your momma always use to say …there are always two sides to the story.
Customer Service agents making out in the halls, employee knife fights, and overflowing commodes are just some of the reasons listed in this flameout resignation letter for why customer service seems to suck so much sometimes. The author worked at a Hazlewood, MO call center for Convergys, one of the leading companies for outsourced call center support. Some of their clients include Comcast, Walmart, and SBC.
Technorati Tags: call center, call center outsourcing, call center agent
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Call Center Location Choice
You have heard this same story many of times…
Both UK and US customers are not satisfied with call center outsourcing offshore.
I found an interesting article at Business Week, Luring Customers With Local Call Centers, by Mark Scott.
His subtitle…"Finding that the cost savings of offshoring are offset by losses in client retention and satisfaction, British companies are moving support operations back home", says it all.
This is an interesting article.
Here is another excerpt…
Luring Customers with Local Call Centers
It’s no secret that there’s something of a consumer backlash against offshore call centers. Some companies, including Dell (DELL) and US Airways Group (LCC), have even pulled some of their call center work back to the U.S. after complaints from customers about everything from foreign accents to the quality of support.
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Call Center Information Compiled
Hey you call center people!
Do you want to see some call center information combined with a squidoo lens?
Well then click on over and check out this new page…Call Center Information
It includes valuable information such as:
Learn the Simple Idea I used to Help Reduce Absenteeism from 19% to 3%, Increase Performance by 168% and Improve Quality from 82% to 98.6%
Tap Into The Best Leadership Practices of The Most Successful Companies, and Gain Access To 15 Critical Success Modules That Will Improve Performance and Develop Leadership At All Levels
Create Monthly One on One reviews for your employees on the fly. Just answer the few short question and press "enter".
Easily Learn What All of The Top Performing Supervisors Already Know…
Whether You’ve Just Been Promoted or Just Want To Become More Effective, You Can Learn The "Best Practices" That Work.
