2010 April | Call Center Cafe

Leadership and Team Building – Preparing a Program

April 20, 2010 By Gail Leave a Comment

Leadership and team building are two of the biggest factors in the success of a company. Developing a program that will help your employees to learn leadership skills, while giving them the tools they need to build a stronger team. While building your team and developing leadership skills can be done organically through on the job training, having a specific program that is offered to all employees can be a more cost effective way to grow your business.

When developing a leadership and team building program for your company, you want to first set the goals that you wish to achieve through the program. Though naturally you want to help your employees to grow and develop, you need to find a focus for the program. You may want to develop a pool of qualified leaders to step into management roles in the future, or you may wish to enhance the team effort of your employees in preparation for a large upcoming project.

5 Ways to Make Work Fun Without Wrecking Productivity

April 20, 2010 By Gail 1 Comment

5 Ways to Make Work Fun Without Wrecking Productivity

Those employed full time spend on average more waking hours at work five days a week than they do at home. So why not enjoy work more and complain less! Here are 5 ways to help make work fun without damaging productivity.

The Art of Presentation Skills – Creating Mental Stimulation

April 20, 2010 By Gail Leave a Comment

Let’s say you have a room full of people you are looking to train, or influence. You have a lot of information to convey to this group of people, how should you do it? What is the most cost effective, time appropriate, and let us not forget easiest way to do this? Better yet the most important question to ask one’s self is how can I get this group of people interested, gain their trust and keep it throughout the process.

In either instance, a speech would do, but it may come across as tedious or even worse, boring. If you have information that must be conveyed starting with a “boring” speech type proposal is certainly the quickest way to lose the attention of your audience. Once you lose the attention of your audience, it is gone, working on regaining their attention is also a lost cause, start strong and never lose their attention.

What Makes a Good Call Center Representative

April 19, 2010 By Gail 1 Comment

Since contact centers increasingly are a company’s first line of contact with existing and prospective customers, choosing the right call center representative and training them have an enormous impact on customers’ loyalty and satisfaction.

When your call center representatives are successful and motivated, the center will make a direct impact on your business. Choose your reps well, treat them well, and provide them the tools and knowledge, and they will be successful.

Establishing a solid foundation of interpersonal and communication skills and highlighting verbal and vocal quality is vital for excellent telephone techniques for a call center representative. The callcenter is a professional business environment that is responsive to your needs and the needs of your customers. You want your customers to hear the assurance and self-confidence from each call center representative.

The Need for Call Center Services, Training and Tools

April 19, 2010 By Gail 1 Comment

While service industry is booming, call center services and training has become very important. A call center is but a telephone-receiving station that serves as customer a voice-based customer support center for various clients.

It is a toll-free line that responds to the customer calls and delivers them relevant information. The customer need not have to do the legwork or undergo the tedious process. The call center executive locates the right person, passes customer queries, and keeps the orders/complaints.

To Retain Your Staff, Remember These Six Supervisory Guidelines

April 18, 2010 By Gail Leave a Comment

There are lots of ideas out there about how to be a successful supervisor. Recent research and practice wisdom has confirmed that a measure of the success of the supervisor is related to the ability to reduce staff turnover amongst direct reports. It’s for certain that the relationship between supervisor and employee is a complicated one with lots of opportunity to for misunderstanding and flat out error.

Indeed a study by the University of Florida indicated that about half of all employees do not trust their supervisor. So here are six ideas that can assist a supervisors in carrying out their responsibilities.

Reasons Why You Should Outsource Your IT Support Requirements

April 18, 2010 By Gail 1 Comment

It’s not surprising at all to see many large businesses outsourcing their IT requirements for the progress of the company. Many companies in the UK are progressing rapidly and to watch them outsourcing their IT needs is not a surprising thing.

Many reasons are possible for you to outsource your IT requirements. Here are the top 10 reasons why you should outsource IT:

Interview Tips For Landing on a Call Center Job

April 18, 2010 By Gail 1 Comment

Call center services are in full bloom in different parts of the world. Asia is one of those destinations known for offering a range of customer services. Some of the Asian destinations like that of India, Philippines have emerged to be the all-time favorites. If you’re a fresh graduate looking to start with a career then starting as a customer service representative can be the best way to kick start your career path.

There are few tips that will help you to successfully pass through the initial interview rounds. The initial interviewing rounds can be carried out in person or over the phone. In most cases, you would be asked some common questions relating you. These common questions include

What Makes a Good Team Leader? Leadership Traits All Leaders Must Possess

April 18, 2010 By Gail 1 Comment

These days, knowing what makes a good team leader is very important. There is a higher demand for people with effective leadership traits.

But not all leaders are born that way. Many of them have had to work at themselves before they became shining examples of leadership.

If you want to know what makes a good team leader, read on!

Coping With Difficult People in the Workplace

April 17, 2010 By Gail Leave a Comment

In the workplace there are a variety of people. A small proportion of them are labelled as being difficult or even downright hostile. Their numbers may be small but their impact is considerable. Dealing with these difficult people can be a huge challenge every day. No matter which industry you work in, your life can become miserable because of the daily interaction with difficult people. If you are a victim of a difficult person, then this article may help you to cope.

The challenge in dealing with difficult people appears to be insurmountable. The first person to look after is yourself. The most valuable single step that you can take in dealing with difficult people is to stop wishing they were different. How this, in itself, is harder to do than to say. When you are a victim of their behavior, you are not in a position to deal with that behavior because you are wishing that they were different. Our problem is that we blame our responses on the behavior of the other person.

Call Center Offers Non-Voice Services – What Are They?

April 17, 2010 By Gail 1 Comment

Most businesses take help of BPO vendors to gain a competitive edge and also to liberalize the ever- growing cost of the in-house services. Selecting to outsource help you to take leverage on the quality of work that these highly-skilled, trained and proficient call center agents are known to offer to the business firms. These agents lay more emphasis on attaining 100 percent of customer satisfaction and customer retention. So let’s discover the ins and outs of the business process outsourcing services.

A BPO offers a range of customer services and methods. Now a BPO mainly offers call center services, technical helpdesk support and the back office services. Furthermore, the call center services as offered by a BPO can also be categorized into two parts- non-voice services and the voice services. The voice services are divided into outbound services and inbound services, including a number of specialized service features falling under each category. On the other hand, the non-voice services are further divided into three parts. In this article, you find a brief discussion on the available non-voice services.

Areas to Offer Training to Your Call Center Agents

April 16, 2010 By Gail Leave a Comment

To ensure that your call center agents have good customer handling skills it is important to invest in training them appropriately. The challenges that come with running a call center are several, but the one that stands out is customer relation. In addition, customer are now more conversant with technology thus present complex queries that if customer care agents are not qualified enough will have a rough time hence affect business growth.

The first thing to do is to provide a good orientation to your customer care staffs when they are employed. A well organized induction should explain to the customer care staffs on the various products and services being offered by the company. In other words, ensure that the employees have proper product knowledge. This will guarantee that call center staffs are confident and efficient when dealing with customers.

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Leadership and Team Building – Preparing a Program

5 Ways to Make Work Fun Without Wrecking Productivity

The Art of Presentation Skills – Creating Mental Stimulation

What Makes a Good Call Center Representative

The Need for Call Center Services, Training and Tools

To Retain Your Staff, Remember These Six Supervisory Guidelines

Reasons Why You Should Outsource Your IT Support Requirements

Interview Tips For Landing on a Call Center Job

What Makes a Good Team Leader? Leadership Traits All Leaders Must Possess

Coping With Difficult People in the Workplace

Call Center Offers Non-Voice Services – What Are They?

Areas to Offer Training to Your Call Center Agents

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