Well now, here’s something to keep you smiling. This is really accurate. If you are a call center agent, you would enjoy this. If you employ call center agents, this may help answer some questions you may have. Take a look!
Category: Call Center
Two Weeks Notice?
Employees in Switzerland are required to work for 2 months before they can leave their current job. Both Singapore and Hongkong, limits this period to only 1 week. Taiwan requires 20 days. Both Austria, China and the Philippines require 30 days/1 month.
Vietnam requires 45 days. European countries like Austria, Belgium, Denmark, Finland and Luxemborg including Ukraine must give longer notices!
Praise Effort more than Outcome
Carol S. Dweck at Stanford University did a study with 400 fifth-graders. Half were randomly praised as being “really smart” for doing well on a test; the others were praised for their effort. Then they were given two tasks to choose from: an easy one that they would learn little from but do well on, or a more challenging one that might be more interesting but might also produce more mistakes.
The majority of those praised for being smart chose the simplest task, while 90 percent of those commended for trying hard selected the more difficult one.
So what’s the take-home? If you want your team to take risks and not melt in the face of fear, praise effort more than outcome. Encourage them to stretch themselves, even if it means greater risk.
Internet Slowdown in India and MiddleEast
Two underwater telecommunications cables were damaged Wednesday in the Mediterranean Sea. Sketchy reports say that it was probably caused by the anchor of ships that had drag and then cut the cables.
Estimates say that it may take over a week to restore the service as there is a current weather disturbance in the area. This internet outage has a severe impact on Indian call centers similar to what happened to the Philippines when an undersea earthquake hit undersea cables and cut the links to the US.
Director of First Impressions
This article by Rebecca Morgan appeared in the CATS Recruit section of The Sunday Times (Singapore) where she poses the new perspective of looking at call center agents as “Directors of First Impression”.
Truly, call center agents that answer the phone for and in behalf of our clients really ‘direct’ and impact the first impressions the callers have about the principal’s company. How well we do or don’t directly affects the perception.
Here are some things we can do to put our best voice forward:
- 1. Remember you are the voice of your organization.
- 2. Answer the phone every time with focus.
- 3. Ensure your voice is upbeat and friendly.
- 4. Enunciate your words.
- 5. Respond pleasantly but briefly
- 6. Use hold and mute only where appropriate.
- 7. Dont make the caller repeat his story.
- 8. Stay on the line when transferring a call.
- 9. Repeat the caller’s name while taking a message
- 10. End the call politely and professionally.