Agent Performance: High Morale Equals 0% ATTRITION!

I just walked out of my office to walk the production floor and saw our operations manager looking at 2 agents.  She took me aside and showed me a beautiful sight.  While waiting for a call, they were enjoying themselves. As soon as one received a call, the greeting...

Walkie-Talkies on the Production Floor

Using workforce management software helps personnel to monitor an agent’s status real time. It ensures schedule adherence and handling time. Depending on where WFM is situated, it could be difficult to reach a supervisor. Calling them on their extension doesn’t help...

Complaints: Is it Really the Accent?

One constant complaint we receive from customers would be the accent of the agent. You’ll always hear “I want to talk to someone who can speak English.” We’ve analyzed Customer Satisfaction (CSAT) Surveys, complaints and heard many calls. What have we found? It’s NOT the accent.

Side Effects of Working in a Call Center

“When you’re in, it’s hard to get out. If you try to look for work outside the industry, it isn’t the same.” Most call center employees I’ve known have always said this. Despite of the stress and constant complaints, most of us still stay and miss it.

Some of my friends, who are in hiatus mode, have told me there have been “side effects” which they’ve only noticed now.

Here is a partial list.

You Want to be an Agent. What Now?

So, you have friends in the circle and they’ve been telling you their stories, good or bad. You either just finished school or perhaps you are curious about the hustle and bustle of the industry. What’s the first step?

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