Article : Celebrating the Good Times
Contact centers can be high stress environments in which to work in. Not only is there high pressure to keep metrics down and beat previous scores, but there is the constant risk of technical failures that can bring an entire center down. Sometimes, however, there are events or occasions that allow for a little relaxation and celebration. How about dedicating an entire week to celebrate your center? That is what International Contact Center Week is all about. Go to ContactCenterWorld.com/iccw.aspx for further details.
- Norris Packer, Call Center - Operations Manager, Packer Enterprises, United States
2. When we first hit a 90% service level, we bought the entire staff lunch .
3. When we got complimented by our CEO for doing a good job"
- Aveenash (Rocky) Chirkoot, Call Centre Manager, Skye Group, South Africa
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We celebrate birthdays and little occassions as much as we can. We run contests and have games.
We spend time paying attention to our agents and letting them know that we care about them. I think the things we do each and every day make a bigger impact than the big celebrations."
- Debbie Lambert, Sr. Mgr., Training & Development - Club Services, Hilton Grand Vacations, United States
Another occasion was when we finally won the Lenovo operation for Mexico. We spent 4 months in an exhausting assessment, competing with some other great outsourcers, larger than us. Finally, in July 2008, Lenovo informed us that we were the winners because of our experience, our quality and customer satisfaction and, of course, our price. We celebrated with a toast with our CEO."
- Pablo Cosme, General Director, Connecta Center, Mexico
- Katia Galano, CRM Consultant, Ascend Business Solutions Consulting , Canada
- Luis Capilla, Call Center Manager, CPD, Guatemala
Over the course of the last year our volumes have increased in the area of 50%. We've handled the increase with one rep on maternity leave and with an increase of 2 p/t reps. Our SLA's are 90% answered in 45 seconds with abandon rates averaging 2.5% and below.
The Quality Assurance Team undertook new Quality Measurements with workloads increasing better than 50%. As a result of their efforts our customers are extremely excited and satisfied with the results they are getting from our company.
Notworthy is during 2007 we had zero turnover in our center. In 2008 turnover remains under 5%. Longevity on our Team reaches 13 years."
- Donna Corso, Call Center - Manager, Servpro, United States
- Anita Ridgell, Call Center - Manager, SnowValley, United States
- Keith Dignan, Call Center - Manager, Telelink, New Zealand
Another occasion is something we celebrate annually during the first full week of October – National Customer Service Week. We celebrate by drawing names for prizes, having food or cake, small giveaways, and most importantly, by recognizing our employees’ efforts to provide great customer service by displaying large printed copies of compliments from customers, certificates they have received, etc. We always decorate festively and make this a full week of fun and celebration.
In addition to celebrations and recognitions within our own business unit, each year Aflac sponsors Employee Appreciation Week. During this week there are games, prizes, and family-friendly events for the entire company. Many of our employees have won trips, cruises, large sums of cash, big screen televisions and tickets to NASCAR events."
- Mary Daniel, Call Center - Manager, Aflac, United States
- Cheryl Hartle, Operations Center Manager, EQT Corporation, United States
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ChildFund International is a nonprofit organization that envisions a world where every child is free to live at their fullest potential, no matter where they’re from or what challenges they face. ocated in Southeast Asia between the Indian and Pacific oceans, the Republic of Indonesia is the world's third most populous democracy and the largest Muslim-majority nation. It is made up of thousands of islands and dozens of active volcanoes, and Indonesia is particularly vulnerable to natural disasters, which have a disproportionately negative impact on poor and marginalized communities. Some communities are still trying to recover from the December 2004 tsunami, which killed more than 100,000 people just in Indonesia. During the past decade, ChildFund has expanded its work to train people in vulnerable communities how to reduce their risk during disasters and, in broader ways, be prepared to provide safe places for children in the immediate aftermath of storms and other crises. ChildFund has served children in Indonesia since 1958.
Published: Friday, July 31, 2009
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