Call Center Job Tips

Face Time For Telecommuters

admin — Fri, 26 Dec 2008 09:06:23 +0000

Do you work as a virtual call center manager? Here is an article with tips for telecommuters from Nicole Bachelor.

Are you a die-hard telecommuter who does everything possible to avoid going into the office more than once in a blue moon? Or an occasional telecommuter who goes in now and then just for the human contact? Either way, you can further your career by taking advantage of the face-to-face opportunities you get while you are there.

As we all know, there are extra challenges around building relationships with your coworkers when you don't see them face-to-face. While there are techniques to overcome these, taking every advantage of opportunities that do crop up is a must.

For those of you who go into the office very rarely, use the time you have to stop and talk to people. Plan on not getting a lot of productive work completed on these days. I find if I haven't been in the office for a long time that I can spend most of the day stopping to talk to one person or another. Although some of the conversation is work-related, there's a lot of catch-up: “How are the kids? Has little Bobby started grade-school yet? Did you finish that home renovation project you were telling me about?”

While it may feel wrong to spend a big chunk of the day socializing, remember many of your peers spend a small chunk of *every* day doing just that. When you add it up, you're still way ahead of the game. And this relationship building, this social chit-chat, is just as important to your productive work output in the long run as detailed strategic or tactical conversations about specific work projects. Re-connecting with your peers will put you nearer their top-of-mind. When they are working on something that relates to your projects or work, they're more likely to think of you and include you - to keep you in the loop.

So, what about telecommuters who come into the office more frequently? Those who come in once per week or more? You can still benefit by bearing in mind your usual lack of face-time - even if the lack is not as severe as the hard-core telecommuters. No, I don't suggest you spend the whole day socializing - you can't afford to drop your productivity by 20%+! But you can plan to make more effective use of your one day per week in the office.

Look at your calendar. Try to avoid filling that one day with phone meetings with team members not in your office. There's no point filling your one day per week in the office with hours of phone conversations. Either keep your calendar open so you can use the time opportunistically to talk to people face-to-face, or schedule meetings with others in your office so you can have in-person meetings.

No matter how good you are at relationship building and maintaining virtual presence when you're working from home, there's every reason to make the most of the little opportunities you do have for face-to-face interactions.

Nicole Bachelor, the “Master of Telecommuting Success” is the author of “How to Avoid Going to Work Without Quitting your Job”. She specializes in teaching people how to effectively work from home. Nicole has been telecommuting exclusively for over 4 years, and has vast experience working with teams that are spread all over the world as well as working with teams in low-cost regions of the world.

Find out how you can http://avoidgoingtowork.com

And “Unlock your telecommuting power.”

Nicole Bachelor is a professional, experienced telecommuter. She has been telecommuting exclusively for over 4 years, and working from home at least a few days per week for many years before that. She works at a large, high-tech company, maintaining high rankings and excellent performance reviews.

Emotionally Intelligent Customer Service

admin — Fri, 26 Dec 2008 09:05:30 +0000

It's important that your customer service representatives respond appropriately to your customer's emotional needs, as well as getting the process steps correct, but it is equally critical representatives maintain their emotional composure.

Obviously the airlines are not known for great service. With a few notable exceptions, the airline industry is an embarrassing throwback to the comfort and amenities characteristic of cattle cars, stalls removed to cram more people in, shuttling workers back and forth across the dust bowel.

We can take a lesson from them for our own service, even if the lesson is: Don't do this!

Near the end of a bumpy flight from New York to London a British Air flight attendant noticed an elderly lady who did not have her seat belt fastened. The overhead announcements were ringing out, “Please fasten your seat belts and return your seats to their full and upright position. We'll be landing in a few minutes.”

The young gentleman pointed up toward the speakers and gently reminded the woman, “Please fasten your seat belt ma'am. We'll be landing momentarily.”
There seemed to be a language issue or a hearing issue or an age issue, the woman fumbled anxiously with the belt, but could not accomplish that reassuring click.

The flight attendant assumed it was a compliance issue and said, much more loudly, and much closer to her face, “Fasten your seat belt!”

More fumbling, but no progress. The attendant grabbed the ends of the belt and smashed them together around the woman's lap while the PA announced with even more urgency, “Flight attendants, take your seats for immediate landing.”

Despite the fevered mashing and bashing the seat belt would not click into place. The belt may have been jammed, or broken, or twisted, but the flight attendant quickly became red in the face, clawing at the belt and pawing at the woman's mid-section, trying to force the belt into place.

At this point the woman was protesting and pulling at the belt while the attendant was urgently pushing and the announcement was now at full blast, “Flight attendants, take your seats immediately, there is an imminent threat that your spinal cord will be snapped in two places if you're still standing in the aisle during the next six seconds.”

Flight attendants are a brave lot, dedicated to service, professionals, generally. They happily give their lives for their passengers, assisting the least capable off the plane in emergencies, despite grave risk to their person. Like firemen, albeit with drinks and snack crackers in hand, they patrol the aisles, protecting their charges from danger.

Except this time.

Enraged to a purplish hue, the young man, threw down the seat belt, stood up straight and screamed at the elderly woman, “Well, Just Die then!” and dashed up the aisle to scramble into the three-point harness on his jump seat.

The plane landed with a feather touch and no one died, despite best wishes to the contrary. This was, however, not a great day for air safety or customer service.

It is critical that we teach our customer service representatives techniques for handling the emotional component of these interactions. They need to be able to respond to the customer's emotions and their own. Without techniques to release the extreme tension of an “emergency” situation there may be an unfortunate release of that tension against the customer.

Steven Grant is the author of High Impact Quality a guide for business owners and entrepreneurs who want to create a highly effective work force enabled by client driven leaders to create extraordinary loyalty among their customers. The High Impact Quality website at http://www.highimpactquality.com and the associated discussion forum at http://www.highimpactquality.com/forum/index.php is available to share ideas and best practices about strategic quality management. High Impact Quality will be published in March of 2009. Visitors to the forum who reserve their copy before March (credit card is not required) will receive a 60% discount off the publisher's list price of $25. Reserve your copy now for only $10.

Is Your Service Center Emotionally Ready?

admin — Thu, 25 Dec 2008 09:07:47 +0000

Extensive research at global brand leaders validates a basic truth about contact centers: the emotional content of the service interaction is as critical as the problem resolution. Extraordinary levels of customer loyalty are only achieved when the customer's need for both emotional resonance and procedural redress are successfully balanced.

Customers rate each element of a contact separately and maintain a clear distinction between the procedural aspects of the call and how emotionally tuned in was the customer service representative. Both of these elements must be handled successfully to get the greatest lift in customer satisfaction and loyalty.

A simple example will help explain the importance of this concept for centers that aspire to world class levels of customer interaction.

A customer might call in to report a lost or stolen credit card. The service representative can handle the call perfectly, professionally, and accurately, but if they fail to listen for and acknowledge the emotional state of the card holder they miss an opportunity to strengthen the company's relationship with that customer. It is important to listen to the customer carefully and modulate the response to stay under the customer's emotional level, but respond to the expressed or implied need. Often a simple, “I'm sorry to hear that, let me help you replace that card right away and ensure no charges are incurred.” sends an appropriate message.

Note that there are three elements to this response. The representative acknowledges the emotional need by saying “I'm sorry.” Then reassurance is provided and a clear expectation of rapid resolution is set, “let me help you replace that card right way.” The final piece of the response extends the promise from the company that the customer's trust is justified, “ensure no charges are incurred.”

Every transaction, particularly those involving high stress situations, like a lost card, must be handled accurately, effectively, and empathetically. Too many contact centers focus on the procedural aspects, but do not teach their representatives the importance of emotional resonance. This extra bit of awareness can mean the difference between a merely excellent center and one that achieves world class levels of customer loyalty.

Steven Grant is a Managing Partner at the Customer Research Center. The Customer Research Center specializes in helping companies transform their sales processes and exceed their revenue targets. Through sales training, work process optimization and sales force automation the Customer Research Center can dramatically improve your close rates and grow revenue. Visit the Customer Research Center http://www.customerresearchcenter.com or email Mr. Grant at scgrant@customerresearchcenter.com

Verizon plans to employ up to 1,300 at Little Rock, Arkansas Call Center

admin — Thu, 25 Dec 2008 09:06:52 +0000

Verizon would include a call center that initially employs between 1,000 and 1,200 workers — somewhat larger than the 800 currently employed at Alltel’s call center.

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Web-Based Employee Training Provides Cost-Effective Solution During Recession

admin — Wed, 24 Dec 2008 09:05:58 +0000

Here is a great way for your call center to provide training during tight times.

With the current state of the US economy including financial bailouts from the federal government, stock market plummeting, and high unemployment rates, the pressure on businesses to be more productive with less resources has skyrocketed. Operating more efficiently and cost-effectively has become the current corporate mantra.

During this volatile economic situation, more businesses are faced with the challenges of maximizing employee performance and increased productivity. One way in which businesses can achieve operational excellence while continuing to cut costs is to invest in web-based employee development and training.

This current trend in e-learning continues to defy the challenges facing corporate America today. Through the continual investment in employee development, businesses are able to accelerate business growth and differentiate themselves from the competition.

How can investing in Web-based learning for employees contribute to a company's bottom line? Web-based learning provides employees the opportunity to enhance their core skills and competencies while providing employers with a cost-effective means to improving employee productivity. With Web-based learning programs, employees are able to take courses in the convenience of their office or home - resulting in minimal loss of productivity, money saved in travel, time out of the office and more.

Perhaps the most important benefit for businesses is Web-based learning provides employees the opportunity to learn in a more productive manner while enabling them to begin contributing to the productivity and profitability of the business in a faster method over traditional learning. New hires are now capable of contributing to a company's bottom line in a more concise manner.

When searching for an online learning resource, be sure to look for one that provides an interactive, real time learning atmosphere. This type of learning allows learners to interact directly with the instructors for a more enhanced learning experience.

About The Knowledge-Mart

The Knowledge-Mart is a one-stop online learning resource providing learners with the ability to expand their knowledge in the areas of Business & Management, Legal and Information Technology (IT), including career training, skills development and tutorials. Unlike other online learning resource sites, The Knowledge-Mart provides the convenience of a “live,” interactive online classroom for flexible online training at a fraction of the time and cost. For more information or to register for a course, visit us at http://www.Knowledge-Mart.com or call 888-324-2557.

How to Effectively Collect Money - Successful Collectors Practice The 3 “P’s”

admin — Wed, 24 Dec 2008 09:05:29 +0000

This is one call center group that doen't get much attention- the outbound collection teams.

In collecting money from delinquent accounts receivable accounts there is right way of doing it if we want our collection efforts to be successful. We want to practice what I call the three “P's”: We want to be Professional, Pleasant, and Persistent.

1. Professional. Collecting money legally is what being professional is all about. It means that we must be familiar with federal and state collection laws. Federal laws like the Fair Debt Collection Act and the Fair Credit Reporting Act. And for health care providers the Health Insurance Portability Act (HIPPAA) as it applies to obtaining payment for health care.

State collection laws vary state by state. And you should not only be familiar with the laws of your state but also the laws of the state where your debtor resides. However, I can tell you after presenting collection seminars in all 50 U.S. states, the principles of collection law are the same in all states.

2. Pleasant. The interesting thing about collection law is what is legal is usually what is effective in collecting money. And what is illegal is usually ineffective and you would not want to do it even if you could.

What I mean by that is hard ball, aggressive collection techniques don't work. I realize that a lot of collectors use them, but they are not effective.

There are some things you can do that may help you coerce payment from your debtors. Like turning them over for collections. Or taking them to court. Or reporting them to a credit reporting agency according to the Fair Credit Reporting Act. But when all is said and done debtors will pay the creditors they want to pay.

And they will tend to pay the ones who are being pleasant with them — creditors who are trying to see it from the debtor's point of view. Stephen Covey, the author of The 7 Habits of Highly Effective People, says the fifth habit of highly effective people is they seek first to understand before they are understood. So if you will seek first to understand it from the debtor's perspective, it puts you in a much better position to be understood yourself.

Debtors also tend to pay creditors who are trying to get the problem solved. So I urge you to never think of yourself as a collector. Instead, think of yourself as a problem solver. If you can get your debtor to think of you as a problem solver you will collect a lot more money.

I'll give you an example. When I was collecting money I used to say things like this: “Bill, you have been a customer of ours for several years now. During that time we have mutually benefited from our relationship. I know together when can get this problem solved.”

Do you see what I did? I first established some common ground with the customer. In my case a business relationship of some standing. In your case it may be you both like gardening. It does not matter what the common ground is. But when you can establish it, it is a good idea to do so.

Then I reminded the customer that we have both benefited from our relationship; not just me but the customer as well. If we don't remind our customers of that, they forget it. They do benefit as well.

And then I used that to segue into setting myself up as a problem solver by simply saying, “I know together we can get this problem solved.” Now the debtor is no longer thinking of me as a collector. He is thinking of me as a problem solver. We are no longer adversaries. We are working on the same side of the table to try to get the problem solved.

3. Persistent. And the third “P” is we want to be persistent. It means that after the initial contact with the debtor is made, we must keep additional contacts on strict schedule. And it means we must have a good follow-up system. I'll address the issue of effective follow-up systems in a future article.

So remember that debtors pay the creditors they want to pay. And they will usually pay the creditors who are practicing the three P's: Professional, Pleasant, and Persistent.

Larry Holmes invites you to visit larrydholmes.com. You will learn about the culture of money: making it, investing it, managing it and collecting it.

Amazon to Open New Call Center in Costa Rica

admin — Tue, 23 Dec 2008 08:08:06 +0000

Opening of the Amazon call center in Costa Rica
will be the company’s ninth global location. The center will offer
300-700 jobs in the region and is expected to begin offering customer
service from its offices in Heredia. Roughly 400 positions will be
temporary, serving customers in the heavier holiday season.

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IBM to Locate New Call Center in Daleville, Indiana

admin — Mon, 22 Dec 2008 08:07:19 +0000

DALEVILLE, IN — IBM recently announced its decision to locate a new customer call center in Daleville, Ind., creating 500 new jobs. The new center, which will serve the company’s new and existing business customers, will locate in the former Burlington Motor Carriers facility near Interstate 69 later this year. The $2.9 million project is part of the commitment by IBM and its partners to create 1,000 new jobs and bring new investment to Indiana following their selection to lead the modernization of state’s welfare eligibility system.

The new center is in addition to the 1,500 people being hired by IBM and its partners to modernize the computer services of the Family and Social Services Administration. IBM’s additional commitments are to upgrade the supercomputer located at Indiana University and create a technology design center at Indiana University Purdue University in Indianapolis.

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ETelecare opening New 500 Seat Call Center in Managua, Nicaragua

admin — Mon, 22 Dec 2008 08:06:43 +0000

ETelecare Global Solutions Inc., an outsourcing company with executive offices in Scottsdale, is opening a call center in Nicaragua.

The center will be located in the capital city of Managua and employ more than 500 Spanish- and English-speaking workers. It will open during the fourth quarter, the Philippines-based company said Thursday.

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Finding Responsive Outsource Partners

admin — Sun, 21 Dec 2008 08:06:02 +0000

The other day I answered a question about working with outsource partners. The guy who asked the question complained that he had been trying to find reliable outsourcing partners but the level of responsiveness he got was ways below his expectations. He was asking what the reasonable level of responsiveness is. Here is what I answered him:

When you outsource, always give a deadline of at least a week before your actual deadline. And of course - don't tell them about the one-week reserve. Most of the people whom you outsource to work on several projects simultaneously and one of the most difficult things for them is to fit everybody in their schedule. Because of that, urgent projects or projects that must be finished by a particular date become of higher priority for your outsourcing partner and he or she concentrates mainly on this project.

It is vital that you state your expectations in the very beginning. So, the first thing you should clear is if your outsourcing partner has the time for your project or not and if he or she can take you as a client.

If the answers to both questions are yes, then you can start negotiating the turnaround time for the project. They will tell you when they will be able to finish it.

However, if you want to be sure that you both speak the same language, ask again. For instance, you can say: “If we start the project on Monday, it'll be done by XYZ date. Am I right?” If they say yes, this means that you have achieved their commitment to finish the project by a particular date.

After that I usually give as a first project a non-time sensitive one. This way I am testing the waters and get the feeling what it is like to work with them.

Another important question you need to ask is about their preferred ways to communicate. The choices are many - telephone, email, instant messaging. If they prefer instant messaging, which is the IM client they use most - Skype, MSN, Yahoo or something else? You can also ask them about their business hours and how many hours a day they are online.

Different people work at different times. For instance, some of the webmasters I know work only at night because then they are most productive. Other webmasters work in the daytime.

Work hours are really important and you need to clarify this in advance. If you have a vital question to ask them and they work mainly at night, you will be trying in vain to reach them during normal business hours.

Another trick I use when working with outsourcing partners is to eliminate all the quesswork for them. I don't know if many other people do it but I really like it and it works for me because it makes our cooperation more effective.

For instance, when I have outsourced the creation of a website, I browse a lot and find many sites I like. Then I show them to the webmaster, so that he can use them as reference while creating my site.

I pick up five to ten sites and tell the webmaster what I like in each site - i.e. the colors, the fonts, the layout, etc. I provide many examples to illustrate my point.

You might object that this all takes you a lot of time. That's right, but this is the way to eliminate the guesswork and to cut the unnecessary communication. When you present sites you like, this helps your outsourcing partner to get an idea of what you want and this makes it easier for him or her to create exactly what you want. This approach saves both tons of money and a lot of time and that's why it has been working for me without failure.

I have already stated that the most important issues you need to clarify are managing your expectations and getting commitment (including clarifying the time frame) from your partner. Another very important issue is to discover the best way for communication and the best time to do it.

It is also very important that your first project with any outsourcing partner is not time-sensitive. Remember, the first project is like a test. If you feel your partnership is not working the way you expect it, don't start another project because if you do, this will be a mistake.

Very often the process of finding responsive outsourcing partners is based on trial and error. You might have to try many providers till you find The One. Once you find somebody you enjoy working with, rest assured - you can use them for as many projects as you have!

How would you like all your business questions answered by someone who has been behind the scenes for some of the biggest marketers online today? On top of written and video responses you also get frequent live help. All you have to do is go to http://www.instantbusinessanswers.com

Call Center Job Tips

Face Time For Telecommuters

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Emotionally Intelligent Customer Service

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Is Your Service Center Emotionally Ready?

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Verizon plans to employ up to 1,300 at Little Rock, Arkansas Call Center

Web-Based Employee Training Provides Cost-Effective Solution During Recession

More Related Topics…

How to Effectively Collect Money - Successful Collectors Practice The 3 “P’s”

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Amazon to Open New Call Center in Costa Rica

IBM to Locate New Call Center in Daleville, Indiana

ETelecare opening New 500 Seat Call Center in Managua, Nicaragua

Finding Responsive Outsource Partners

More Related Topics…