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Pre-Call Activity

Ensure your agents are aware of what instructions are being given to callers before the caller gets though to the agent and that your systems support such activity. For example, when we called a Telecoms operator we were asked to input our account details. When we got through to the agent guess what he asked for first?! – Our account details! When I asked him if he already had our details in front of him (I guessed they were using CTI to pop up my details) he said he did not and that he was not aware of what callers are asked before they get through. Lessons here – communicate with agents and make sure you use systems that don’t result in customers duplicating activity!

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If a contact center manager is looking at technology solutions from a number of different vendors then they need to look at the total solution and not just the individual components. Once you’ve selected the total solution then you really need to sta... Read More...
October 3, 2022
One of the biggest problems today is that quality is only associated with the call centers. Agents can only do so much to improve what they do, and they rely on the enterprise to fulfill promises that they make. If the enterprise is not providing the... Read More...
October 2, 2022
The issue of agents sounding like they are reading off a script is definitely a training issue. What we need to do is put as much information as we can on the screen or in front of the agent so they feel comfortable in their job. If they are comforta... Read More...
October 1, 2022
If you are looking at a quality monitoring/recording system for the first time you need to sit down with a team of people that will be using the system. You really need to understand from them what they need, how easy they need it to be, how user fri... Read More...
September 30, 2022
If you are testing solutions for the first time I would first look at the skills that you are testing for. Secondly, determine how flexible that solution is, and how it fits with your company’s needs. You also need to determine how easy it is to use,... Read More...
September 29, 2022
With regards to pre-employment testing you first need to determine what information you are trying to find out about perspective employees. Pre-employment testing covers a wide range of information that can be evaluated. Next, don’t assume that one t... Read More...
September 28, 2022
I would advise someone that works on the phone all day to find out a lot more about the company itself. I like to make sure that I understand the culture, and what the approach to that client is. Taking that into consideration I would most likely do ... Read More...
September 27, 2022
If someone were looking into implementing a selection system I would suggest that if they can answer a few questions in that process, then they will be better off in the long run. The question is what do they want to accomplish by that? Is it simply ... Read More...
September 26, 2022
If you are looking at using an external training company you first need to look if they have the experience of your industry. Do they speak your language and not their language? If we are talking about the tele-sales industry, then it is usually the ... Read More...
September 25, 2022
Simulations are not new. A lot of companies have simulation types of solutions. The key is making sure they represent real life examples, and duplicate that as closely as possible. The most important thing relative to getting a simulation, is keeping... Read More...
September 24, 2022
With regards to looking at a new location, you can look at risk mitigation. You need to evaluate whether you should have a global footprint versus going to one particular market and setting up one particular facility. In other words, do you want to h... Read More...
September 23, 2022
If you are looking at a workforce management system for the first time I would advise you to start with the business and think about your people. Fundamentally when you deploy workforce management techniques and tools you are changing people’s workin... Read More...
September 22, 2022
There are three key things that companies looking to set up a new call center operation needs. First, and most important they would need labour. Second, would be the suitability or availability of a suitable site. Last, would the availability of the ... Read More...
September 21, 2022
When looking at a new location, cost should not be the only driver. There are elements that are in the cost equation that include: human resources, telecoms and the facilities. I would also be concerned with the telecom’s infrastructure to ensure tha... Read More...
September 20, 2022
When looking to set-up an office in the UK, the most important thing to look at is staff availability. Costs are everything. You need to make sure that you have the right property, the right labour force and the right prices. - Graeme Dowd of Locate ... Read More...
September 19, 2022
The top considerations when choosing a new location are the people, the site and the infrastructure that you are going into. However, I would argue now that it has become more of a financial thing such as a return on an investment. Previously we were... Read More...
September 18, 2022
Showing 1 - 16 of 1096 items
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