How to Get Through Your Shift

When it comes to a call center shift, the hours can be very long and tedious. It’s not like you’re poring over some spreadsheet and juggling numbers, or meeting with your colleagues. Hour after hour, you are listening to irate callers calling to complain about a defective product, or who need some technical assistance for their video wall or home computer. In the middle of all this,...

What Does It Take to Be a Good Team Leader?

Being a team leader doesn’t necessarily make you the boss. Yes, you have higher credentials and expertise compared to the agents, but does this mean you’re already qualified to lead a team? Not quite. Of course, you know the technicalities of the job and have listed down some attractive accomplishments in your resume. But your call center business needs more than understanding of...

Nightmare Co-workers in a Call Center

Every office environment has them. The colleague that everybody hates, and hopes not to bump into in the hallways. For those acutely aware of it, they will try to change their ways, or simply slink into a dark corner and shut out everyone. Unfortunately, for those not aware of their annoying habits, they will continue on their merry way, until finally someone works up the courage to tell them to...

How to Respond to Mother Nature’s Call

It’s understandable that a call center agent like you has a lot of things in mind while at work. You have your usual agent concerns like how to cope with stress, how to carry out your calls more efficiently, and consequently, how to get better scores on your observations. You also have personal concerns like where to dine after work, when’s the best time to buy a new smartphone, where...

When a Customer Support Agent Turns Out to be Unsupportive

You were watching the late night news when you saw the hotline of a company that specializes in curbing one’s appetite through healthy dietary practices being flashed. Since you know these businesses tend to operate 24/7, you decided to dial its number. After all, you are curious if it works in a manner that is pretty much the same same way as the strategy advertised on...

Internal Etiquette in a Call Center Environment

In the call center industry, particularly for the rare individuals who get stuffed into the graveyard shift, the only social interaction they’ll have for most of their careers will be with others on the same shift they are. This scenario, combined with a general change in thinking patterns due to a drastic shift in one’s quality of sleep, breeds a social environment that is unique. It...

The Real Score with Customer Complaints

Who likes receiving complaints? Owning a business makes you a perfectionist. You hate it when somebody complains about how your web design doesn’t seem to fit your business ideology, or how the delay of a product shipment has inconvenienced a customer from Maldives. When you hear of clients ranting about these things, you get stressed out to the point of panicking. You begin to think how poor...

Power of the Private Cloud

Most enterprise IT groups are constantly looking for new ways in which they can make the most of cloud computing while addressing concerns over lack of control, privacy and security. Through cloud computing, companies are able to access data and information through a Web server. Close in kind, a private cloud is specialized for an enterprise and distributes application access under the security...

Call Center Nightmare Remides

When purchasing a technology product today, we can often find ourselves excited at the prospects of the newer upgraded technology. We wait with anticipation over the newer more improved cell phone, computer, DVD-DVR, personal organizer, iPod, VoiP or book reader. Then comes the part everyone has come to dread, speaking with a call center agent to guide you through programming, installing or...

Call Centers Gone Wrong

Why does it seem that you can’t call into a call center anymore without getting someone who is not able to help you at all? They always seem to make things worse for you. Oftentimes they are unable to understand what the issue is at all. When they do understand, they often still are explaining things to you in such a complex way that you are unable to understand what they are saying. Both...