Working In An Outsourced Call Center

I have found that leadership skill training of middle management in the contact center environment is lacking at best and non-existent at worst. As I talked about in an earlier post, too many contact centers just promote reps that did a good job when a supervisor/team lead leaves. You can’t hand the keys to a new car until you know that person is ready to drive yet it seems to be the way many centers operate. We must train our middle management in many different aspects of the contact center world.

“If you were over the age of 6 or 7, you most likely remember where you were and what you were doing when the first reports of the terrorist attacks hit the airwaves, and after the initial distress tapered off, there were many who asked this question: Where was God and what was He doing on that day?

I get a kick out of these bus drivers. These buses are their home away from home, it is their office and they decorate it. Some have short velvet window shades, with those popular little furry “balls” hanging from the shades. The most popular colors are red and blue.

Incorporate a form into your website that gets them into an autoresponder so that you can follow-up with them. Offer them a free report, access to an MP3 on the topic, or access to an exclusive community. Get them to opt-in, and then you can follow up with them on their topic of interest.

Pay attention to a call center tijuana ‘s staff-to-volume level. Utilizing a company that employs too many people to handle too few calls is a waste of money. Utilizing a company that has too few employees for a high volume of calls will cause you to lose customers. A Call Center that hires too few employees will often have a high turn-over rate. A high turn-over rate will require you to wait for new employees to be trained, ultimately causing your customers to be neglected.

PC’s can be afflicted in the same manner. You continually get the Blue Screen of Death (BSOD). You place a call to Tech Support and most likely the call goes to a call center in India. The person you speak with is barely understandable. He has you try several things, usually power on, power off, etc. Then he will tell you you must clean the hard drive and reload Windows whether it be Vista or XP. This is a lot of work and will take more than 1 hour. After that, you must reinstall of the applications you have installed since purchase. Of course, you are off the phone by now. A few days go by and you have the same experience. You probably get a different call taker but it doesn’t matter, they are reading from the same script.

10) Focusing on “I” rather than “you!” Look at your webpage and make sure that it talks about the customer and his problem more than it talks about you, your company, and your products. Your customers don’t really care about you. They care about how you can help them! Read through you copy and make sure that it answers that question. Make sure that you’re not talking about yourself too much, and that when you do talk about yourself, it’s answering the question of how you can help the reader.

The result? The value of each of your subscribers (on your list) skyrockets to possibly over $10 per month. Typically a subscriber is only worth between $1-$3 per month to you.