Author: Jonathan

Farmout - a Dagupan City based contact center, and CONVERGYS - one of the country’s biggest contact centers, are joining forces for a big-scale job fair in the province of  Pangasinan. Details are as follows:

 What:          Contact Center Job Fair

When:          January 18 (Fri) and January 19 (Sat), 2007 | 8am - 4pm

Where:        Senior Citizens’ Park, Dagupan City Plaza

Applicants are advised to come in business attire and have with them their resume with a 2×2 picture attached. For any additional info, contact FarmOut at (075) 5233538 or (075) 5225288.

Two very renowned contact centers joining forces to give Dagupeños and Pangasinenses the best  high-paying job that the call center industry can offer. Take advantage of this now!!!

By Erwin Oliva
INQUIRER.net
Last updated 11:44pm (Mla time) 11/25/200

This is a beautiful advice by DONNA FLUSS - Principal, DMG Consulting LLC. She is the founder and President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Here’s an expert advice from her article: Ask the CRM Expert.  Here is the question and the answer to the query on night shift difficulties.

I recently started as a trainee in a call center, and it’s my first customer service position. I am working the night shift in the call center and have found this schedule to be difficult. Do you have any tips for call center agents who work the night shift?

CRM Expert’s Advice:

We actually asked this question to call center agents who worked our 12 a.m. to 8 a.m. shift — and they said that the trick was to get into a routine, just as if it were a normal day. This involved establishing working hours, sleeping hours and “everything else” hours. At the end of their shift, quite a number of our 12 a.m. to 8 a.m.’ers (or 11 p.m. to 7 a.m.’ers) went home and made breakfast for their families, then went to sleep. While it took some time when they started working those hours to “flip” their internal clock, they were fine as long as they maintained their structured schedule. When they switched back to a “normal” schedule, they took a few weeks to adjust again before becoming accustomed to the daytime hours.

Another trick to working a late shift is to keep busy. Our call center agents always asked us for extra work or training to fill off-peak hours, when it got quiet. Variations on this approach have become a “best practice” in many call centers.

Hope you learned something here. Be back for more tips soon!

*CRM - Customer Relationship Management (Wikipedia)

FarmOut Training Center has now raised the bar for call center candidate training! In its pursuit of producing high quality and exceptionally competent customer service agents, FOCI-TC is introducing a new system of skills assessment.

This new Skills Assessment Technique shall have a great way of ensuring that the people who pass our training are more than aptly qualified for call center work. This new system also guarantees that the best people get to have their right for student employment placement priority.

The new assessment method starts out with a first draft screening wherein a student gets to be evaluated on all call center skills with emphasis on listening comprehension and conversational skills. Once a student passes the call center evaluation’s first draft, he shall be given priority for endorsement into the various call center partners we have including our own FarmOut Contact Center.

If a trainee does not pass the first draft, then a thorough review and training on call center skills shall be required of him/her. After this, the trainee shall have a another chance with the second draft. Once passed, this trainee shall be included on the next option of recruitment with various BPOs. This process continues on up to a third draft. If by any chance, a trainee could not pass the last required assessment procedure, then he shall be required to undergo career counselling and see if customer service work is really his/her field. This could also give him the opportunity for other trainings that he could be cut out for such as Transcription training.

This assessment method shall ensure that the contact centers we are in partner with are only receiving the highest quality of employees that only FOCI-TC can produce. This shall guarantee a long lasting relationship with our BPO partners which means more job opportunities for our fellow Pangasinenses.

We aim to produce only the best, and give these best graduates the best option for work!