tag:blogger.com,1999:blog-6269512564912531133.comments2023-05-15T06:23:00.659-04:00Call Center PerspectivesColin Taylorhttp://www.blogger.com/profile/12612152253858823285noreply@blogger.comBlogger73125tag:blogger.com,1999:blog-6269512564912531133.post-10406376550838919642016-04-14T06:28:15.994-04:002016-04-14T06:28:15.994-04:00Thanks John and Colin for this awesome article!
I...Thanks John and Colin for this awesome article!<br /><br />I work in the call center industry, outsourcing in particular, and we face this challenge very often. More specifically the problem of "fairness". Like most other outsourced call centers, we have the same managers that train our agents, take care of the QA as well. This can definitely lead to a little biased results.<br /><br />I think it's a good suggestion to outsource the QA to more someone more impartial, but it can be an expensive cost for a smaller sized startup like ourselves.<br /><br />The emphasis should be placed always on quality and not compliance. The customers 9 times out of 10 doesn't care about compliance only about the end result, although compliance might be easier to measure from a QA stand point.<br /><br />Anyways this is a helpful article/video, please keep putting out content like this for us call center guys :)<br /><br />Best, Jack<br /><br />BTW, just shared this on twitter.<br />Jack Plantinhttp://supportyourapp.comnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-5256753146266455672015-05-15T10:02:14.989-04:002015-05-15T10:02:14.989-04:00I think it's important for call centers to hav...I think it's important for call centers to have a stress-free environment. When stress is involved, it can affect your ability to communicate with others. What tips do you suggest to working with less stress?<br /><br />Alex Jennings | <a href="http://www.infinitytelecentre.com/en/infinity_info.html" rel="nofollow">Call Center</a>Anonymoushttps://www.blogger.com/profile/02881221566662997239noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-83191826137847670582014-07-09T06:25:45.635-04:002014-07-09T06:25:45.635-04:00Hi Colin, that’s a great illustration of the cost-...Hi Colin, that’s a great illustration of the cost-effectiveness of web chat. There are also other benefits – happier customers who don’t have to pick up the phone and can get a fast response, and also the chance to better understand the customer and potentially upsell additional products and services they may not know about. However we’ve done some research into how UK brands are using web chat and found that only 7% have deployed it, showing a missed opportunity. You can read more on this in our blog at http://eptica.wordpress.com/2014/05/21/the-real-story-about-web-chat-usage/Pauline Ashendenhttp://www.eptica.comnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-44816638200558408522012-05-11T03:37:36.324-04:002012-05-11T03:37:36.324-04:00As you say Colin, everyone (from the C-level execu...As you say Colin, everyone (from the C-level executive down) agrees that customer service is critical to winning and retaining customers – but the majority still aren’t delivering what consumers want. It is time for companies to take a step back and look at their processes from the customer point of view and then make the necessary changes – more in the Eptica blog at http://eptica.wordpress.com/2012/05/01/delivering-the-right-customer-experience/Eptica Bloghttp://eptica.wordpress.com/noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-1882694787079649482011-02-23T10:07:53.744-05:002011-02-23T10:07:53.744-05:00The post was regarding the Call Center Summit. As ...The post was regarding the Call Center Summit. As you may know the Summits play a matchmaker role, matching solution providers (vendors) to delegates (prospects). This aspect of the event was lacking: the delegates were often junior, generally not the decision maker and the number of promised meetings wasn’t met. With thousands of dollar invested these results were disappointing.<br /><br />As I said in my post the speakers were good and the trade show and venue were fine.<br /><br />So the next Summit will need to improve on the above points to warrant a score of 10.Colin Taylorhttps://www.blogger.com/profile/12612152253858823285noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-6082540271718035262011-01-02T07:27:21.664-05:002011-01-02T07:27:21.664-05:00I can't see number 9 happening anytime at all ...I can't see number 9 happening anytime at all to be honest with you!<br /><br />Glad to hear it's a universal issue though, thought it was my place where they'd say 'oh we've dropped 50 000 catalogues today'Call Guyhttp://dairyofacallcentreguy.wordpress.com/noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-28441696509452313282010-07-20T14:39:07.395-04:002010-07-20T14:39:07.395-04:00I believe that one of the things that one of the t...I believe that one of the things that one of the things that makes a call center effective is quality benchmarking. Let me explain. <br /><br />A call center that regularly and thoroughly benchmarks itself against world class call centers in its peer group will be able to gain valuable insight. Insight into how and what needs to be improved in the call center to take it to the next level of effectiveness. Based on that, an action plan can be created and implemented, thereby improving the effectiveness of the call center.Call Center Benchmarkinghttp://www.sqmgroup.com/about-sqm-call-center-awardsnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-53632301212052097032010-07-13T14:49:16.799-04:002010-07-13T14:49:16.799-04:00The Wikipaedia does present the original quote as ...The Wikipaedia does present the original quote as 'crud' rather than 'crap'. I have hear both and more oftern heard 'crap' so that is the version I used.Colin Taylorhttps://www.blogger.com/profile/12612152253858823285noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-17364305806744949092010-05-15T03:38:59.805-04:002010-05-15T03:38:59.805-04:00I have been visiting various blogs for my term pap...I have been visiting various blogs for my term papers writing research. I have found your blog to be quite useful. Keep updating your blog with valuable information... RegardsTerm Papershttp://www.usatermpapers.com/noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-20474846625735223572010-04-08T15:00:08.650-04:002010-04-08T15:00:08.650-04:00Very insightful article, thanks for posting. Firs...Very insightful article, thanks for posting. First call resolution (FCR) is also a major driver of customer satisfaction. Our research shows that FCR and Csat are tightly correlated. In fact, for each percentage FCR is improved Csat will improve an equivalent amount. I invite you to read more about our <a href="http://www.sqmgroup.com/fcrlevel1.html" rel="nofollow">call center customer satisfaction</a> work on our website.SQM Grouphttp://www.sqmgroup.com/fcrlevel1.htmlnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-16434128023191874302009-11-11T02:10:26.888-05:002009-11-11T02:10:26.888-05:00You have very rich posts that really interests to ...You have very rich posts that really interests to many readers. I really appreciate your work.cristinehttp://bpo-biz.blogspot.comnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-54583873894454282812009-07-08T18:39:13.142-04:002009-07-08T18:39:13.142-04:00You should consider yourself lucky that you have h...You should consider yourself lucky that you have had 8 minute responses to your calls. My first attempt lasted 3 hours, and I hung up. Today, I have been on hold for 55 minutes, and will hang up again. I just bought Adobe Lightroom, and have a question about installation. Think I'll buy more? No sir!Unknownhttps://www.blogger.com/profile/12631874960159403405noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-64890269073655604932009-06-30T13:11:32.241-04:002009-06-30T13:11:32.241-04:00I've also had problems with Adobe. I had to i...I've also had problems with Adobe. I had to install a new hard drive. All of my Production Premium CS3 applications are activated except Flash CS3 Video Encoder. I have reinstalled it. I have deactivated all of my CS3 and reactivated it. The Encoder still has not activated.<br /><br />I entered this in the Adobe Support Portal on June 25, 2009. No one has contacted me. Today is June 30, 2009. I have held for Technical Support for several HOURS. I am an Editor. I paid for the software. I am LOOSING MONEY due to the fact that no one at Adobe cares to answer the Support Portal or answer the Technical Support phone. At this point, I am willing to PAY for support for something that should be free. What is going on at Adobe? I have invested 10 years in learning and using Adobe products. I think I made a mistake in supporting them this long. They are not supporting me in any way.Films4Unoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-23265556028382175452009-04-28T02:41:30.025-04:002009-04-28T02:41:30.025-04:00Cost cuting.... Quality is not important for Adobe...Cost cuting.... Quality is not important for Adobe, worst the support will certainly stop to be free in a couple of days. Low quality and expensive services, that is the direction that Adobe is taking since creative suite 1. Most of the products are poor, palme d'or for premiere or soundbooth. Adobe took a new direction since a couple of years : mainstream, with the elements products. Better for them to sell a lot of low quality products not expensive than good ones for pro, like in the past. I made my choice, stop to freeze my computer with all those flash and Acrobat updates, Adobe is banned from my machine... Good luck to you Colin, but if you want to continue with Adobe, you will have to put the hand in your pocket...Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-21389611055511962452009-04-27T16:29:10.860-04:002009-04-27T16:29:10.860-04:00Colin, aren't you sweet to share. What a thrill t...Colin, aren't you sweet to share. What a thrill to know that Sam's Club is going to use an article that I wrote.<br /><br />Even more thrilling is Sam's Club's dedication to continually striving to improve the customer interaction. I was quite impressed with Jon at Sam's Club and his focus on ensuring that the call center reps understand the value they provide to each caller.<br /><br />Thanks again for the opportunity to contribute to your newsletter.<br /><br />Deborah<br />http://www.MakeorBreakMoments.com/blogDeborah Chaddock Brownhttp://www.makeorbreakdmoments.com/blognoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-80786056413981899002009-04-14T18:19:00.606-04:002009-04-14T18:19:00.606-04:00Your list is fantastic. # 8 is especially frustrat...Your list is fantastic. # 8 is especially frustrating to me. not only would you save time but think of how much happier your customers be if they didn't have to tell their story to 3 people before getting the .49cent credit.Web Designing Quoteshttp://www.webdesignsquote.comnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-48282480029050751652009-03-26T08:24:00.000-04:002009-03-26T08:24:00.000-04:00Well it is now March 26th and yesterday following ...Well it is now March 26th and yesterday following yet another call to Adobe support and a manual reset, it appears that I am now operational again. We will see.<BR/><BR/>ColinColin Taylorhttps://www.blogger.com/profile/12612152253858823285noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-68104954708770236852009-03-20T20:40:26.295-04:002009-03-20T20:40:26.295-04:00Hi Interesting post. You would think as you sugges...Hi Interesting post. You would think as you suggest that companies are starting to realise customer service is an investment in business development and thus vital to customer retention strategies in a recession. Hopefully this results in more seats and some employment growth for the sector. <BR/>Also do you think more 'smaller' call centers may have down sized or migrated to more email based support and dropped the voice service?Unknownhttps://www.blogger.com/profile/04312134545603557123noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-13614973243473740802009-02-10T18:24:00.000-05:002009-02-10T18:24:00.000-05:00This comment has been removed by the author.Zoomerang Bloghttps://www.blogger.com/profile/04656262909966762683noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-88059582672229682672009-02-05T16:35:00.000-05:002009-02-05T16:35:00.000-05:00Very good post, very useful information. Without a...Very good post, very useful information. Without asking for your authorization, I already used this FCR concept in a couple of meetings I had, hope you don't mind.... excellent stuff.<BR/><BR/>Great work with this blog, keep it up.<BR/><BR/>Greetings from Portugal,<BR/><BR/>Carlos Vasconcelos,<BR/>Marketing Manager,<BR/>CollabAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-46966179140004518742009-02-05T10:33:00.000-05:002009-02-05T10:33:00.000-05:00Colin,One key statement from your post that struck...Colin,<BR/><BR/>One key statement from your post that struck me is when you said that you know better than to judge the entire call center or company on the basis of one experience.<BR/><BR/>However, I would suggest that you are uncommonly logical and fair. In this day of competition, our customers aren't going to be as forgiving and may very well paint our entire company with the broad brush of one experience with one employee.<BR/><BR/>The question becomes, how to we ensure our employees treat each customer as the valuable GIFT they are? <BR/><BR/>I wonder if the employees you spoke with were more focused on a cheery voice and the touchy feeling questions because that is what they are measured against rather than the resolution you so rightly desired.<BR/><BR/>DeborahAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-64662993830729981022009-01-29T11:50:00.000-05:002009-01-29T11:50:00.000-05:00Well they say that the key to customer retention i...Well they say that the key to customer retention is often how well you recover from a service failure. If this is the case then Disney did a good job. 4 hours after posting this on my blog I got a call from Disney who said that someone forwarded them the blog post (the power of the Internet) and that he wanted to apologise. <BR/>The explanation was a little weak (no reason to publish the wrong phone number on the reservation confirmation) and too little interest in the audio problem for my liking.<BR/>But I did get an apology and a complimentary upgrade. Now if a similar effort now is placed on correcting the above errors and processes then I will truly be a happy person.<BR/><BR/>ColinColin Taylorhttps://www.blogger.com/profile/12612152253858823285noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-74485607987721897572009-01-21T12:36:00.000-05:002009-01-21T12:36:00.000-05:00Of course Dell could provide this service across t...Of course Dell could provide this service across the board to all customers, and build the cost into the unit price (as Jitterbug has done), but that would increase their costs and then increase the price point for their products at retail which could adversely impact sales. As long as their competitors provide low cost offshore support for free there will be costs constraints on Dell. This will continue until Dell or some other manufacturer makes service an attribute of the product and it garners supporters, customers and a higher price at retail.Colin Taylorhttps://www.blogger.com/profile/12612152253858823285noreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-14534266758384283842009-01-21T12:26:00.000-05:002009-01-21T12:26:00.000-05:00Good idea, however couldn't they offer this servic...Good idea, however couldn't they offer this service to all and just incorporate the fee into the product price?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-6269512564912531133.post-77565585985133612842009-01-21T02:31:00.000-05:002009-01-21T02:31:00.000-05:00If you provide less information or wrong informati...If you provide less information or wrong information it will certainly pain your in present or in future. so as happened with OLG.<BR/><BR/>thanks,<BR/><A HREF="http://www.callcentersindia.com" REL="nofollow" TITLE="Inbound call center">Inbound call center</A>Anonymousnoreply@blogger.com