Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

How to Both Work and Excel Within a Call Center - Finnegan Pierson - Blog

How to Both Work and Excel Within a Call Center


Working in a call center poses quite a few challenges. The rewards can be fantastic as well. After all, it's a thriving industry for good reason. But it might seem like there's no real way to maximize the benefits while neutralizing threats. But in fact there are some solid methods which have proven themselves time and time again. One simply needs to focus on a few aspects of the job in order to start increasing one's results.

Man With Headphones Facing Computer Monitor

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Considering the Nature of One's Product


Ask anyone working at a call center what the core of their business is and the answers will vary. Some people might bring up conversion rates with callers. Others might talk about products. These products might be physical or support oriented. But in the end they're referring to the exchange of money for goods and services. But there's something behind all of these ideas. And that's the concept of raw data. Ultimately data itself is the main focus of any call center. Of course it might not seem that way from the perspective of any one person within the system. This is somewhat like not being able to see the forest for the trees. But it's also why methods exist to structure data in a useful way.


How to Work With Data


When people think of data they tend to imagine it as a neat and tidy spreadsheet. But that's really just the end of one branch along a larger tree. In the metaphor of a tree, data as a whole is more like the dirt a tree grows in. Data is messy, unorganized and more potential than thing unto itself. However, when tended in the right way data can grow into something wonderful.


The methods one uses to turn raw data into something useful is called data wrangling. In the context of a call center one can imagine just how much information is passed around in an average month. This could provide a huge amount of predictive information. One could notice trends, compare strategies which work against those which fail, and it goes on and on. But one can't compare data of different types with each other. And unorganized data is just that. It's a giant mess of different and incompatible data types. By wrangling the data one essentially groups it together in a useful form.


What to Do With Compatible Data


Once data is in the proper format one can use it for a number of different applications related to a call center. One of the most important is to simply examine examples of success and failure. Of course every type of call center will have different metrics related to this issue. But consider an example of a call center which sells physical objects.


Properly cleaned data can be easily matched against several variables. One would first examine successful sales of the company inventory. The next step would involve looking for shared variables. What are some variables shared by the majority of successful calls? Likewise, what shared variables occur in failed calls? Now one can bring it together by considering which variables are absent in one and present in the other.


Bringing It Together to Form a Useful Strategy


When taken together all of this information can form a valuable script to use in the call center. Basically, one simply needs to chart out the common variables within the now perfectly curated data. A solid database program is obviously useful in this process as well. But no matter how one handles it, a script using these variables will help every employee do their job better. The results should show up fairly quickly.


But what makes this such a powerful technique is that one can repeat the process indefinitely. Once the new scripts are in place one can take in new data and once again go through the variables. This can show even more room for improvement. Eventually this can be refined to a point where all employees have a script which will maximize overall success rate. 


Publish Date: March 5, 2020 7:10 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =