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Richard Blank - ContactCenterWorld.com Blog Page 2

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Costa Rica’s Call Center Training Room.

Telemarketing Training Room


The agent preparation room can hold up to 12 agents, plus a trainer’s desk for intimate personal one-on-one sessions. Movable walls can expand the training room experience for up to 40 trainees comfortably.

A complete surround sound system enables all conference calls, training videos and quality control reviews to be conveyed in a crystal clear manner, without any loss of interference.

An Epson projector easily fills an entire wall with an eight foot image of your training material. Everyone has a good seat to view this material when taking notes concerning your campaign.

Publish Date: January 15, 2011 10:35 PM


Costa Rica’s Call Center Grand Staircase

Stairway to Success


Agents climb the majestic staircase everyday when they join the other 140 agents on the second floor.

To ensure maximum safety and convenience, the staircase was specifically designed to provide the most amount of human foot traffic when agents enter and leave the calling floor.

Publish Date: January 15, 2011 10:33 PM


Costa Rica’s Call Center work stations.

The Floor

The call centers’ second floor can comfortably fit 140 work stations.

Agents have the luxury of fresh air, natural light, vaulted ceilings, tropical plants and high powered air conditioning units to make their work environment as enriching as possible.

Publish Date: January 15, 2011 10:31 PM


Costa Rica’s Call Center telemarketing floor

The Supervisor’s perspective

The work station rows were set up specifically for close monitoring by the campaign supervisors and project managers.

All monitor screens are completely visible from every angle to ensure that every agent on a phone call is working up to speed.

Additionally, a” wheel of fortune” incentive is available for all campaigns and agents. After a successful day on the phone, the agents that exceed their quota can go to the back of the calling floor and play the wheel for prizes. Every day, we can see who has earned the chance to spin for fame and fortune!

Publish Date: January 15, 2011 10:29 PM


Costa Rica’s Call Center customer service stations.

Power Rows.

Every half row consists of six work stations for maximum control of large campaigns.

The soft lighting combined with the high ceiling, promotes a pleasant sensation of a large working space.

Tropical plants line the middle of the room to make a natural separation of campaigns on both sides of the floor.

Publish Date: January 15, 2011 10:27 PM


Costa Rica’s Call Center private work area.

Small group campaigns

We provide intimate call center space for less distraction and enhanced privacy.

Movable walls can provide the necessary space to separate several dozen agents from the rest of the floor.

Supervisor stations will always be available for proper monitoring and campaign structure.

Publish Date: January 15, 2011 10:25 PM


Costa Rica’s Call Center Three Seat Work Station.

Three Seat Campaigns

Our call center has custom made work stations to accommodate three agents to start your growing campaign.

The agents will have the luxury to work together in an intimate setting.

Monitoring agents in this structure ensures more production and less distraction.

Publish Date: January 15, 2011 10:23 PM


Costa Rica’s Call Center Computer Monitor

Happy work stations

Everyone is given the same quality work station and can decorate them according to their own personality.

Aesthetics are strongly encouraged and besides the company screen saver that unites us all under the same logo, many different personalities shine on the floor and have their own work stations to separate them from all others.
The main reason we chose to share this picture is to illustrate the heart sticker on the monitor. It clearly shows how strongly a female agent feels about helping others on the phone. Her passion is genuine as are the work ethics of all of our staff.

Publish Date: January 15, 2011 10:18 PM


Costa Rica’s Call Center Server Room.

The Server Room.

The center is able to incorporate your equipment into our network or configure our server room to work with your systems. The room is always locked, has restricted access and monitored 24 hours a day.

Our current inventory:

Cisco ASA 5510 w/ IPS module
Cisco 3550-48
Catalyst 356048 PS
Cisco IP Phone CP-7911
Dell Power Edge 2950
APC Smart-UPS Head unit
APC Smart-UPS Battery Pack
Cisco 2960-48TC-L
Cisco Pix 515
US Robotics 56k Modem
Cisco 7941 VOIP Phones
Sennheiser Phone Headsets
Plantronics Phone Headsets
Cisco Aironet 1130AG Wireless Access Point
Cisco 2950

Publish Date: January 15, 2011 10:15 PM


Costa Rica’s Call Center Security Camera

Security Cameras

The entire center is protected by a dozen visible cameras along with an undisclosed number of hidden cameras to cover every angle of the building.

Each movement is recorded and saved on our servers for future review and records. We archive our records for up to six months or can arrange a saved recording if needed.

Security is a necessity when dealing with hundreds of individuals in a confined space. We view our BIG BROTHER approach as a preventative action so that there is no loss of personal belongings, call center equipment and one of individual safety.

Publish Date: January 15, 2011 10:14 PM


Costa Rica’s Call Center Recreation Room

Work hard and play hard


Our call center encourages challenging activities for the agents during their break time. Stress is an unavoidable part of a call center experience and can be counter-balanced.

Friendly competition is a great way to strengthen personal bonds, encourage new friendships and mold groups to work well together. Since childhood, strategic games were always the best way to assemble new groups of individuals for team building.

The ages of our agents range from 18 to 60 years old. We provide all types of entertainment to recharge their batteries for a second half push on the phones.

Publish Date: January 15, 2011 10:11 PM


Costa Rica’s Call Center Break Room

Recess

Our call center embraces the philosophy that an agent deserves rest and reward for a job well done. The break room has all of the basic entertainment essentials for a content and sharp employee.

We prefer that our agents spend thirty minutes increasing their competitive edge than outside smoking a cigarette. We encourage a friendly game of pool, mastering our video arcade machine, scoring the winning goal in a heated foosball game or cheering alongside your fellow co-workers for the local soccer team on television.

Our call center’s decision to give the agents a RECESS area is essential in team building and the core to our creative organization and success. Every time a major goal is reached, we invest in additional amusements for the teams and the center.

Publish Date: January 15, 2011 10:10 PM


Costa Rica’s Call Center Locker Room.

Secure Locker Area

After passing through security for a full bag check, the agents must place all personal belongings in an individually assigned locker with personal locks. The area is monitored 24 hours a day by guards and video surveillance.

Our call center has a 100% strict rule for the workstation area:

NO Cell Phones
No IPods
No Flash Keys
No Cameras
No bags.
No Excuses

Publish Date: January 15, 2011 10:08 PM


Costa Rica’s Call Center Server Room.

The Server Room.

The center is able to incorporate your equipment into our network or configure our server room to work with your systems. The room is always locked, has restricted access and monitored 24 hours a day.

Our current inventory:

Cisco ASA 5510 w/ IPS module
Cisco 3550-48
Catalyst 356048 PS
Cisco IP Phone CP-7911
Dell Power Edge 2950
APC Smart-UPS Head unit
APC Smart-UPS Battery Pack
Cisco 2960-48TC-L
Cisco Pix 515
US Robotics 56k Modem
Cisco 7941 VOIP Phones
Sennheiser Phone Headsets
Plantronics Phone Headsets
Cisco Aironet 1130AG Wireless Access Point
Cisco 2950

Publish Date: January 15, 2011 10:06 PM


Back up generator.

Our 87KVA Wacker backup diesel generator is capable of supplying full power to our entire infrastructure for eight hours or as long as the outside power fails.

Publish Date: January 15, 2011 10:04 PM

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