What's new this week at Call Center Cafe` May 16th
May 16, 2008
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What's new this week at
With so many new articles and features, it might be hard to keep up with all the great articles on Call Center Cafe. We thought we would make it a little easier on you.
Enjoy!
The Call Center Cafe` Staff
What Every Supervisor Should Know To Succeed - Set the Example
Did you get a chance to read this post on what a supervisor needs? Shaun Kieran shares with reader that you may not need to be perfect but you should know how to handle yourself at work. Interesting thoughts.
Have You Had Your Laugh Today?
Jody Urquhart strikes again with another of her articles on bringing fun into the workplace. Did you realize that a two-minute belly laugh is equal to 10 minutes on a rowing machine in terms of boosting your heart rate? Have fun this one!
How to Manage Attrition Levels
Julie Mcvey writes about a subject near and dear to many of us- attrition.
One of the biggest costs for most employers in today’s market place is recruitment of quality staff. In order to reduce this cost every organization should have in place ‘staff retention action plans’.
Motivation - 7 Tips To Keep Your Motivation Fire Burning!
Motivation is an essential part of everything we do … it governs whether or not we will successfully achieve our goals and dreams throughout life.
Martin Haworth wrote this piece a awhile back to talk about how to manage in a crisis. I found his 3 priorities to be spot on. Take a few moments to read Martin's message and let us know what you think through the comments section just below the article.
How to tell if HR hired the wrong person
A little call center humor by Gail. She pokes a stick toward training attrition. Hope this one brings a chuckle or two.
How to tell if HR hired the wrong person
May 10, 2008
By Gail Yahner with special thanks to Sherry Beasley
It's Monday and your new class is set to arrive and begin day 1 of training.
You have high hopes for this class as the new hiring recruiter; the one with the innovative hiring practices has personally hired this class of 22 agents. Your assistant trainer is pacing the class room floor in anticipation. At ten minutes to 8- they start walking through the door, all fresh faced and ready. You smile and welcome each of them as your heart drops to your stomach as you start calculating your attrition rate for the class.
Oh No! To hit your goal of 10%, you'll need to retain 20 of these smiling shiny faces! You might be in trouble…
How to tell if HR hired the wrong person:
During introductions, the individual tells the class "I was fired from my last job because of cursing at a customer" or "I lost my last job for a no call no show" or" I could not call in because I was in jail". You know they might have hired the wrong person.
When training over system "hot keys", the new hire began checking his own pockets- you know they might have hired the wrong person.
You know the wrong person was hired when they type with one finger, closes the entire screen when asked to minimize or( the biggie) they have no idea what a mouse is.
Another way of telling that the wrong person was hired is if they have no clue what words such as appropriate, courtesy, or empathy mean.
When excuses flow like hot lava erupting from a volcano, you know, of course that you have hired the wrong person.
Finally, when after two days in training their name appears in the paper as a fugitive from justice. You know with out a doubt that you have hired the wrong person.
Oh well, there is always next class.
Gail is a contributing writer for Call Center Cafe, the Community for Call Center Professionals. As the self professed Call Center Quality Queen, Gail shares her experiences in Quality and Training with readers. If you are would like to read more of Gail's articles please visit: http://www.callcentercafe.com While you are on the site, sign up for the free e newsletter: The Call Center Café Newsletter at http://www.callcentercafe.com/call-center-newsletter/
Push that Agent from the Nest!
May 9, 2008
7 ways to tell if you have left a newbie to long in the nesting area.
By Gail Yahner
Call Center Nesting: 1. The transition period between class room training and graduation to a production floor team. During this time, new agents take calls in a "sheltered" environment with additional support staff to assist and provide feedback.
It's time to push that agent from nest!
2. When you hear the agent tell a newer employee to, "hang in there, it all clicked for me weeks ago and I still hang out here with the newbies."
3. When the agent organizes a pot luck for all the newest "nest members."
4. When the agent has had enough time to knit ear muffs for all the other newbie's headsets.
5. When brand new agents approach him for call approvals.
6. When you know more about his life than you ever wanted to—which means he has too much time to talk.
7. When you get to work–he is already there–calling you over to his desk so he can show you the new updated policies.
Gail is a contributing writer for Call Center Cafe, the Community for Call Center Professionals. As the self professed Call Center Quality Queen, Gail shares her experiences in Quality and Training with readers. If you are would like to read more of Gail's articles please visit: http://www.callcentercafe.com While you are on the site, sign up for the free e newsletter: The Call Center Café Newsletter at http://www.callcentercafe.com/call-center-newsletter/
