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A Nice Treat

Here’s an idea we picked up years ago that still works well today. Once a week have the supervisors or team leaders walk around the contact center handing out small treats such as chocolate bars, ice cream (when it’s warm!), candies, etc. to every agent. Often we are asked how do you justify this to the financial officer? Well, this is not a costly activity and can easily be offset with the increase in morale in the agents. Another way to look at this is to assume that after a treat like this, the agents will be upbeat for say 10-15 minutes. If during this time they answered say 5 calls each and you had 100 agents, that would be 500 customers who get really great service from your agents for the cost of only 50 cents (30p) per agent! Now that’s worth thinking about – rather doing something about!!

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TIPS

When was the last time you got your team together for some bonding activities? If you have a number of teams consider once a month organising some team events where they are required to work as one team in some sort of challenge. It could be a quiz, ... Read More...
August 11, 2020
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I called an internet services provider to check some information. My call was picked up at 8.58am by an agent who told me to call back in 2 minutes as their systems were not operational yet – they start at exactly 9.00am. OK I thought to myself, I wi... Read More...
August 10, 2020
 1
 1456 
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One thing customers hate is having their addresses, even names, abbreviated because the company they are dealing with didn’t cater for the amount of characters their details require. If you are involved in the design of information systems for captur... Read More...
August 9, 2020
 1
 1249 
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Always keep records on the services suppliers will provide and maintain a complete set of all transactions and correspondence between yourself and the supplier. The main reason for this is occasionally services or products do not meet expectations or... Read More...
August 8, 2020
 1790 
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If you operate contact centers in different parts of the world make it easy for potential customers who may call a local office and find it closed to contact other offices if they want to. An example is when I called an airline to book a business tri... Read More...
August 7, 2020
 1
 2821 
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Sometimes callers will contact you just to find an e-mail address or web address. Your company should do everything possible to ensure alternative channels are easy to find. For example, if you send out statements mention your web address and e-mail ... Read More...
August 6, 2020
 1
 1990 
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There are countless theories about which accent is best for callers to respond to, however, one thing that you should consider doing when recruiting any agents who will talk to customers by telephone, is to have them talk on the phone and listen to h... Read More...
August 5, 2020
 1760 
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Every time you do some planned training that involves the agents doing exercises, role plays etc, it is worth giving each attendee a personalised certificate to say they have successfully completed the course. Many agents value this recognition and a... Read More...
August 4, 2020
 1530 
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Have one!

Make sure every employee knows what is acceptable and what is not. What they can wear in summer and what they can't. Also ensure that if you have 'dress down' days you set minimum expectations, i.e. no oily jeans, etc.

Lastly, expla... Read More...

August 3, 2020
 1

our company recently had a very succesful fassion show with the do's and the don'ts

May 18, 2015 6:46 AM EST
 1308 
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If you run a multi-lingual contact center then give customers the option of listening to queue messages in their preferred language rather than playing all the language options. For example, offer callers a choice so they can select their preferred l... Read More...
August 2, 2020
 2430 
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Today, a major corporation announced that it’s staff had gone on strike. One of the reasons for this is that most of the staff did not like wearing the corporate uniform. The company did not ask its staff for their views before buying their uniforms ... Read More...
August 1, 2020
 2170 
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Make it very easy for your customers to give you feedback – good and bad. Just asking for good feedback means that all those customers who are unhappy will not participate and may go elsewhere. Likewise, asking for just bad feedback can result in sta... Read More...
July 31, 2020
 2
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When ever planning a project of any kind, always build in a contingency time of about 10% for any unforeseen problems that could occur. This will hopefully not be required and if this is the case, then you will complete the project slightly ahead of ... Read More...
July 30, 2020
 1
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Next time you have a team meeting, as the leader try and listen more than you speak. You should try and control your input to a minimum and allow your team to run the meetings. Try this – each meeting have a different person run the meeting and you p... Read More...
July 29, 2020
 1
 2036 
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When things go wrong as they sometimes do, don’t allow anyone in your team to become a scapegoat. You should accept full responsibility of your team's actions. Your team will respect you more for this and will see you as a strong leader.
Read More...

July 28, 2020
 1
 1860 
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Virtually every contact center I have ever stepped in has some issues (just like any business in fact!) – They are either pay, due to poor management, lack of career progression or training, etc. However the better ones acknowledge these issues and ... Read More...
July 27, 2020
 1828 
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