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We recommend Video Professor!
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If you ask any answering service owner what the
biggest challenge that they face today almost all
would answer employees. For a number of years
employers have tried a number of methods to find a
desirable employees to work in what is sometimes
less than desirable circumstances. Today technology
has delivered these answering service owners a new
alternative; the stay at home operator.
Thanks to VoIP services it is very easy for an
answering service operator to log on and work off
premise with the same advantages as an operator
has in the war room of the call center. There are
several advantages to such technology and call
centers who have implemented these advances are
seeing major changes. Some of these answering
services virtually had to beg for employees and the
pickings were slim. Now these same businesses
actually have a waiting list for employees, with highly
qualified candidates.
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There are various laws and policies with which a
manager should understand. As a manager, you
should be prepared to handle conflicts and violence in
the workplace. In addition you should also be familiar
on how to deal with employee morale and motivation,
absenteeism, low performance quality, and conflict
between employees.
Sometimes it is easier to realize what you should do
in resolving conflicts in the workplace. Employees
should be not be treated as children but as adults
where management supervision must be applied. An
employee’s self-esteem can be affected in a
restrictive workplace if conflicts and concerns are not
handled properly.
Here are some conflict resolutions and management
tips that can help you make your responsibility easier.
1. You should be understanding and be open to your
employees. Take each individual’s personality as you
find them.
Make sure that you lend time in interviewing their
skills and personality as your primary basis in hiring an
employee to avoid mistake.
2. Remember to take each employee differently and with the same treatment. The basic needs should be treated with each employee. However, those needs should vary from employee to employee. |
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Our call center does outsourcing work on behalf of
many financial institutions. We are pressed to perform
liability monitoring, i.e., record all calls and retain for
X number of days (typically 30). Is this becoming an
industry standard? If so, in what area or type of call
is this most prevalent?
EXPERT RESPONSE
There are a variety of regulations that drive enterprises, including financial services companies, to record 100% of contact center calls. Some financial services companies are retaining these recordings for five to seven years -- the calls are maintained online for approximately three months and are archived thereafter. (There are also some financial services organizations moving away from recording, as they'd prefer not to have proof of their mistakes.) With regard to call types, U.S. regulations are
requiring companies to record calls that involve any
form of sales, including inbound/outbound and any
form of an up-sell or cross-sell. Since customer
service is increasingly engaged in up-selling and
cross-selling, many companies (particularly in
financial services) are recording 100% of their service
and sales calls. Additionally, there are very compelling
reasons to record collections, fraud and credit calls.
Outside of North America, particularly in Europe,
there are a myriad of regulations regarding call
recording. Some countries require enterprises to
record certain types of calls. In other countries,
recording is highly restricted.
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CallCenterCafe.com
email:
staff@callcentercafe.com
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