Want To Improve Your Call Center's Performance?
April 11, 2008
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I put together a mind-map of call center issues and some possible solution used by top call center. More important you can get two free samples of employee motivated games designed to improve performance and employee morale at: CallCenterGames.com
I would really like it if you could leave a comment letting me know if you think I am on target, what's missing and what information you would like to receive. This is the first video in a series of call center performance videos. In future videos I will discuss in detail the solutions mentioned in the video.
If you want notification of new video added to the series, please visit: CallCenterGames.com
Call Center Employees Need Motivation Too!
March 25, 2008
Anybody that has been in a call center for any length of time should agree that it is a tough job.
Call Center's in general are focused on efficiencies, metric achievements and revenue. As a result, expectations are high for call center agents. Often many of these agents are faced with burnout, boredom and frustration.
As a manager how do you counteract these issues?
As a front line leader, it's important to help these agents work through these issues. And I found a perfect tool to do this. It's called Call Center Games
Some will argue that it's not my responsibility to motivate this group and running games to help promote improved performance is just silly. But the truth is that there is no better way to get people fired up and motivated.
Why not run healthy competition among your teams?
It creates a healthy buzz, gets people excited and brings out the competitive nature of your employee. What's wrong with that?
As far as I'm concerned, if my supervisors use a tool like this to improve results then they deserve to be recognized for their initiative. Call Center Games gives you the opportunity to do this.
Good news. Get your hands on two free samples right now by heading on over to Call Center Games. You get to download two samples!
Enjoy!
CallCenterMovie.com
manish goyal sunil malhotra . directed by amyn kaderali: Please Hold Productions 2006 Copyright Visits:
Midco • Call Center
EMPLOYMENT. Midco Call Center is currently hiring for the following positions: Call Center Agent . We have completed hiring for our current Agent job openings.
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary
Call Center Morale Boosting Strategies
February 20, 2008
Call Center Games Will Improve Employee Morale and Boost Performance. Check it out and get 2 Free Samples.
Call Center Morale Boosting Strategies
By Michael Russell
Morale is deceptively important in the running of an efficient call center. The reason it is deceptive is because while most bosses acknowledge the relationship between morale and productivity, few call center bosses are able to accurately pin down a decrease in productivity as being directly related to a lowered morale. The reason it is important is the same; namely that a higher morale means happier workers, which in turn leads to an overall increase in call center productivity.
What does it mean to have high productivity in a call center? Well for starters it means a higher level of customer focus, as call center agents with higher morale are going to sound more pleasant over the phone. It is human nature to unconsciously let feelings show through and in a job that involves a large amount of telephone conversation, it becomes easy to see how an unhappy worker can result in customer complaints and unnecessary headache further on down the road.
More than just customer focus, high morale in a specific worker can lead to that worker contributing to a more
relaxed working environment, which in turn can have a positive morale effect on another worker. This worker then contributes to an even more relaxed working environment and so forth. Morale boosting can create a positive feedback cycle that benefits the whole staff of a call center, thereby making things easier for everyone involved.
So how can one increase the morale of their call center staff? The first step is in understanding what causes morale drops in the first place. Call center employment, as far as front line services go, is the ultimate emotional roller coaster ride. A worker can receive a compliment from one customer that makes them feel great and thirty seconds later be in tears from an angry client using harsh words against them. While it is impossible to avoid angry clients, attentive bosses can take steps that diminish the impact angry clients and other potential obstacles have on the morale of their staff.
The best morale boosters are ones that understand how humans work and think. Incentives are a good way to start; a bonus for achieving a milestone (such as working a certain number of hours without receiving a complaint) is something that will make a worker feel special, as well as let them know that their boss is looking after them directly.
Recognition is another important form of morale boosting that is frequently overlooked by call center administrators. Human nature is such that even a simple thank you can last a long time. Call center staff that have been working the phones a long time develop a confirmation bias that magnifies one type of call and diminishes another in their memory. If their bias is toward positive phone calls, then half the battle if done. If however it turns out to be toward negative phone calls, they will need help to keep their morale high.
And that is where recognition comes in. Finding a way to recognize workers on a regular basis for a job well done can really keep them in high spirits, allowing them to get through that next bad day with less effort than otherwise. Remember what I said above about the positive feedback high morale can generate? Recognition is a simple way to start that loop.
In conclusion, a good way to view call center morale is to think of it as a tool of the trade that is used to increase worker productivity. Call center administrators need to be savvy enough to realize the important relationship between worker morale and worker productivity. High morale is one of the most important aspects of a good call center and with it the sky is truly the limit to what workers can accomplish.
Michael Russell
Your Independent guide to Call Centers
Article Source: http://EzineArticles.com/?expert=Michael_Russell
http://EzineArticles.com/?Call-Center-Morale-Boosting-Strategies&id=456718
Call Center Agent Performance Now Possible
February 10, 2008
I am pleased to announce that Call Center Games has been updated and released at CallCenterGames.com
Call Center Agent performance is a reality with this tool.
The basic premise is that using fun competition you can drive performance to new levels. This is a fact and I have personally used these tools to do just that. If you're a call center leader then you'll want to learn more.
Head on over to CallCenterGames.com and get your free samples. Test out our system and before you know it, your team'sw performance will be soaring. The best part about it is that they will drive it and be happy to do so.
Call center performance can be a difficult task to accomplish. Why make it harder than it needs to be. Work smart and achieve more.
Call Center Games is the answer
Tags: [call center], [call center management], [call center performance], [call center outsourcing]
Call Center Agent Writes Nasty Resignation Letter
July 26, 2007
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 Bloopers…
July 10, 2007
oops!
Sometimes your agents say the wrong things.
On occassion people remember.
Do you want some interesting, yet light-hearted reading? When I first started out as a call center agent back in 1990 I remember that I said some really goofy things.
CallCenterScript.com has captured some recent bloopers in their recent article, entitled Filipino call center bloopers: I heard it from another agent
Call Center Fun Reading
Enjoy!
Technorati Tags: Call Center
