Oscar Sanchez Martinez - ContactCenterWorld.com Blog
Seven years ago at a conference in Madrid Contact Center I attended, a speaker, Don Fernando Torres (not the football player, at that time President of the AEECC), said: "Hands up those who want their children to be TSR "by an audience of nearly 200 people filled with directors, officers, department heads, supervisors of different call center pointers in Spain only one person raised her hand, mine was not.
At that point I ask what the hell we painted all here? So many important people, so many people responsible, so much experience together ... But for what? So much ambition, so many projects, such projection, so imaginative, so many companies together with the aim of making money and customer care .... Customer care "or making money? Sure but we always forget who provides the service, not the company, no, but that anonymous person who attends to customer calling, writing an email, which sends a letter.
After 3 days of lectures and 7 years later I still think that despite all efforts, technology and largely responsible, if the person wearing the contact center does not have good operators there is no guaranteed success. City must let these people "anonymous" for many customers they manage.
How bad really is that our children are TSR's or is that just us who do not want to be?. It is clear that in Spain we would like, And we, if we are as responsible for contact center managers to extol, give respect and craft of this profession, if, profession.
I envy many times to do interviews from Colombia, Chile, Cuba ... That comment operator wanting to enter and develop the profession, have a career plan. I believe we must change this perception in Spain, we must be able to be and be proud to work in this world.
It is we who have in our power to change this.
Yes. I want my child to be telemarketer.
Publish Date: March 25, 2011 12:21 AM
How many times have you been able to think or have said this phrase? Why? You really will not be able or insecurity I have, I have no time other and fell, I have no strength, I do not know where to start, much work .... And this list can be endless, really we can invent many excuses for not doing things or to discourage them. All this is a waste of time and when we realize that it's not worth making excuses but the important thing is to find solutions, move forward. These thoughts can be transformed into a loop that will eat you slowly. In these difficult times where everything seems a world you support your people you trust because you are sure you can help but more importantly we must realize OUR OBJECTIVES / GOAL, where we are headed. What are you doing? What steps you will take (regardless of how this your level of motivation) but you know your goal? This is the great secret for progress. You know where to go, you can see the path, choose the proper and safe transportation to get there. When we have before us a problem or situation that we cover, we must go step by step. We must be aware of what is, objectively analyze, plot or split into parts until we are able to control the situation, and avoidance of over autopresión unnecessary because there are others that put us so afraid we "? If I had thought about how hard it was to walk sure would even crawl. Fear no longer a feeling, a feeling I used to ... I do not know, but if we have to mature and transform it into compliance. And if we move forward we need to lower that level of feeling to facts, objective facts and that if we do not, these feelings can give an inaccurate and distorted view of reality, that may result in failure to succeed in achieving our goals . What if I'm wrong? Ole ole ole, and have done something and learned, sure it helps you to calibrate and next time come closer to that path to achieve your goal. Just out of curiosity, did you know that Edison invented the light bulb is not the first, had over 1000 errors before finding the good. Are your goals, get it ... puff ... with how well I am here ... no more excuses, if we make excuses ... In order to grow and evolve you must leave your place of "comfort" if you can not kill it, but you have that motivation, but are able to pay that fee to grow, but you are able to play with the risk of NO success, I think you picked the wrong job, find a job this officer is NOT valid on private enterprise. And this, not just apply it at work, apply it in life. Your professional growth, starting with your personal growth. Loving, trusting and security with oneself is just the beginning. Be brave, overcome your fears. Lost 0% of your time on excuses, there is much to learn and to demonstrate ¡¡¡¡¡
Publish Date: March 16, 2011 10:51 PM