Avoid Call Center Schizophrenia from Pay for Performance – Part 2 of a 2-Part Blog Series

August 10, 2010 at 10:16 am | Posted in Call Center Agents, Call Center Training, for External Relationships, for Internal Relationships | 4 Comments
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Avoid Call Center Schizophrenia from Pay for Performance – Part 1 of a 2-Part Blog Series

June 16, 2010 at 9:42 am | Posted in Call Center Agents, Call Center Training, for External Relationships, for Internal Relationships | 1 Comment
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A few weeks ago, I was reading an interesting article about schizophrenia.  It talked about the statistics, symptoms and treatment for this terrible disease.  At first I was alarmed by the recent research numbers, an estimated 3.2 million Americans suffer from this mental illness.  Wow.  As I read on, I learned that four types of “delusions” exist in schizophrenics, and from that list of four, “Delusions of Control” is one that really struck a chord with me.  Naturally, I started to draw some parallels between this particular symptom and people I know, myself and those in my line of work.  I do believe it’s fair to say that based on the delusion of control alone, we all have a touch of schizophrenia from time to time.  Perceived control is a way of life in the call center.

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Work-at-Home Agents Damage Net Promoter and Customer Satisfaction. Is this Preventable? A Call Center Case Study

May 6, 2010 at 11:54 am | Posted in Call Center Agents, Call Center Training, for External Relationships, for Internal Relationships, Relationship Analytics | 3 Comments
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The remote agent model is compelling for many reasons – from elimination of the cost of physical work space, to decreased employee attrition and the higher caliber of employee that can be hired once geographical limitations disappear.  At the recent Frost & Sullivan Customer Contact 2010 Event, Michael DeSalles, Strategic Analyst of Contact Centers stated, ‘It is estimated that the work at home agent model is growing by 40% annually’[1].  Attrition among work at home agents is only 10% compared to attrition rates of nearly 50% in typical call centers[2].  The ability to fill agent positions with individuals who have college degrees (80% of work at home agents do) and management experience while reducing overhead is an intriguing proposition to many organizations. 

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Necessary Steps to Avoid Consumer Terrorism to Your Organization

March 10, 2010 at 9:32 am | Posted in Call Center Agents, Call Center Training, for External Relationships, for Internal Relationships | Leave a comment

The old saying is true, “Good news travels fast, bad news travels faster.” When it comes to your customers, tales of a bad experience spread like wildfire.   You better believe that an unhappy customer is telling everyone they know about their ordeal.  Family, friends, colleagues at work, strangers in line at the grocery store, anyone who will listen will hear their tale of the terrible customer service experience they had with your organization. 

To add more fuel to the fire, within minutes, the incident is posted on their Facebook, Linkedin and Twitter for all the world to see.  Who knows? Maybe they become one of the millions who create groups to spread the evil word about your company.  Essentially, this customer has turned into a terrorist to your company, a terrorist to your brand, destroying all that you have worked hard to build.  Sound a bit dramatic?  It’s not.  We’ve seen this time and time again. 

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