UK Call Center: Woman Waited 12 Hours on Hold

by Call Center Gal on September 17, 2010

It is one of the responsibilities of a call centre agent to make sure that a call will be answered in the first few (1-3) rings, listen to the concern at hand and attend to the proper resolution of the concern.

But what happens when you let your customer wait for too long? Shouldn’t you be held responsible for that? Customers aren’t supposed to wait too long even if they have complex issues over the phone, don’t you agree?

That is why my heart goes to this woman who waited for 12 hours on hold according to this article:

A young mother had already been cut off 20 times while trying to reach a customer service call center.

She had first managed to reach someone at 11 p.m. and agreed to be put on hold while she waited for a technical support manager. She had reached a UK call center after waiting for the one in India, but was again put on hold.

A Virgin Media spokesman said her account would be credited 30 British pounds (about $46) as the company investigates what happened.

Okay, that might be a slice of the bigger picture, but in principle, that shouldn’t happen because customer also has their own life after these calls. Call centers are implementing this as a strict policy, to respect customers time and vice versa. Hence, this shouldn’t happen again, because no amount of credits, courtesy rates and money would amount to the lost time, especially if this is the only thing that these customer have.

         

Of Call Centers and Credit Reports

by Call Center Gal on September 17, 2010

When people get in touch with call centers to check on their credit reports, they know that they have to spend for it, as this is a vital information needed in a lot of things related to their finances.

Also, all these information should be held in strictest confidence because all these figures are really of personal nature. It is like they are entrusting their secrets to you with regard to their personal finance, so respect those facts and figures to uphold the integrity of the call centers that you are working for.

         

Bringing Cars to Call Center Offices

by Call Center Gal on September 17, 2010

Who brings their cars to work? I bet you will agree with me that bringing your cars when you work in the call center brings a lot of convenience especially when you have a reliable car insurance company that is ready to listen to all your inquiries and clarifications. Just like a friend who is always there for you.

I would love to say that I have worked with a lot of great men and women that is working in this segment because I have worked in an automotive industry before I became a call center agent.These guys really knows how to provide quality customer service, especially for those first time car owners who need more information about their accounts and how to be a better car owner one day at a time.

         

Call Center Agents Silent Thoughts on Sitting Everyday

by Call Center Gal on September 19, 2010

If there are people who are open to really lose some weight today, I believe that call center agents are included on the list.

Why did I say it? Well, sitting in their chair, facing the computers and talking to their customers all day will definitely make them need more physical activity as well as take some best weight loss pills.

This is to make sure that they will stay more active and healthy everyday, ready to help customers and be at the forefront of quality customer service that everyone deserves as soon as they dial the specific service hotline for help.

         

Five Clues To Check That Call Center Agents Helped Happy Customers

by Call Center Gal on September 19, 2010

Note: This is a sticky post. Please take time to also read my other regular posts after this one.

If you have been taking calls as a call center agent, you must know that customer satisfaction is key to your success as a front runner of the account that you are representing. You even take a lot of customer service training interventions to make sure that you are going to do the right thing.

Melting the Excess Pounds Away After Work in the Call Center

by Call Center Gal on September 19, 2010

What can be some of the activities to do to achieve a healthier body while working in a call center? We can name a few, like going out after the shift to play badminton and basketball.

That can work out if you are not sleepy yet. You can also take some conjugated linoleic acid cla and swim the hours away, especially if you live in houses or condominium setup where access to swimming pool is available.

Also, you don’t need to go out anymore if your call center has a gym setup for use of staff and employees on board. This way, you can save up on other expenses while letting the fat melt away and go to your next shift in an alert and healthier state.

         

Maintenance of My Call Center Blog

by Call Center Gal on September 19, 2010

In the next few days, I will have to set up some time to do some maintenance checks of my call center blog. This would mean that we are going to get rid of some spam comments, answer some of the legitimate messages and feedback on my blog, among others.

Unusual Shift in Call Centers Causes Acne to Appear

by Call Center Gal on September 19, 2010

Most of the young call center agents have difficulty maintaining a flawless skin, especially in the face because of the sometimes unusual shift schedule. This forces a lot of them to take some time off even if they are not supposed to do so to have an immediate check up with their dermatologists or just plainly take some more time to rest.

If they have known that they can just click here to find some more resources on how to deal with acne as one of the most challenging concerns in their skin, then that would be nice.

How to Pass a Tech Job Application

by Call Center Gal on September 12, 2010

Do you know someone who is more inclined to do some tech jobs in the office? Then that person should apply for targeted tech jobs whether or not in a call center environment. You can maximize your knowledge and expertise if you keep on doing these tech related jobs that are aligned with the course that you completed in college.

But also keep in mind that there are call center jobs as well that deal with technical stuff. Just a tip from me. Aside from knowing the top call center job interview questions to get a hint on the common interview questions to answer, make sure to be prepared in doing some technical demonstrations if asked. Also, arm yourself with a resume that highlights your technical experience and qualifications. You’ll surely hit that tech job in no time.

Long Weekend on Friday

by Call Center Gal on September 5, 2010

Longing for another ‘long weekend’?

Well, the wait is over because after we remembered our heroes last August 30, we are now joining our Muslim brothers and sisters in spirit as the end of Ramadan will be on Friday.

Do you already have plans on where to go after pressing the log out button on your AVAYA phone?

Grand Vacation Idea for Performing Call Center Agents

by Call Center Gal on September 5, 2010

If you are up to have a grand reward system for your team in the call center, you would want to give Branson vacation packages as the grand prize. This goes especially for the call center agents in the United States.

And why not? Aside from the fact that you will let them have a great time away from their daily call center work, you are also going to let them enjoy a lot of different interesting attractions around.

I specifically like the idea that you can customize your own vacation package and that really is something that other companies who are also into this thing doesn’t have. The flexibility of the itinerary will surely cater to whoever will be going there.

It seems that they cater to those who love to appreciate works of art in their museums. They also have fun park rides and thrills, that will hit the rush needed by some adventurous people. They even have cave and caverns and the standard movie family entertainment to match the different relaxation needs of these visitors. I would definitely want one for me should I be the top performer. How about you?

         

Convergys Contest About to End in September 11

by Call Center Gal on September 5, 2010

Five more days to go before this Nuffnang contest ends. If you have the time, please spread the word around to your friends or relatives who are interested in working for one of the biggest call centers in the world, Convergys.

Just make sure to follow the instructions by clicking this call center application link and prepare to ace your call center interview questions as well as some sample call center behavioral questions to have an idea on how to answer these questions during your interview.

         

Medical Card and Medicare Plan

by Call Center Gal on September 5, 2010

You are working so hard and smart talking to customers all day, helping them with their concerns. But what happens when you are the one who definitely needs help? Who will you turn too?

Then this is the time for you to check if you have a health card issued by the company as there is a Medicare plan that people can lean on to as the leading provider of healthcare related services to people with disabilities. So if I were you, check out all the details related to your medical card so that you would know what to do in case you need to take advantage of their services.

         

President Noynoy Visited Convergys Vortex

by Call Center Gal on September 6, 2010

It has been on the news this weekend that President Noynoy Aquino visited a newly opened facility of Convergys, one of the biggest call center in the world today.

Last September 3, marked the opening of the 12th contact center of what is called Convergys Vertex at Vertex One Building in San Lazaro, Sta. Cruz, Manila. I am sure that a lot of call center hopefuls were given the chance to enter the workforce because of this development. Make sure to make the most out of that chance to advance your skills while bringing food on the table.

Documenting Call Center Parties and Events

by Call Center Gal on September 6, 2010

Every call center offices know how important it is to meet the client’s standards when it comes to quantity and quality of work. But when it is time to have fun, clients also know how to let you enjoy those moments and party hard.

That is why there are a lot of themed parties for different accounts, peppered with good food, music along with great gifts and prizes like digital cameras, psp, celfones, out of town trips and accommodations to name a few.

In these events, a lot of call center agents go out of their way to document their parties and events. There are even office digicams that can be used as long as you have it reserved prior to the event. Is this the same thing going on when you have your parties in the call center? Please share your experiences here.

         

Brazilian Call Center Agent Wins Lawsuit over Restroom Concerns

by Call Center Gal on September 12, 2010

When you work as a call center agent, you are given some rules to follow especially when it comes to observing the time for short breaks as well as your lunch break. But what happens when you have to really use the restroom during your working hours? Why can this be a reason for a possible law suit?

Those questions come to mind as I read the call center news lately about a Brazilian call center agent who just recently won a lawsuit against her employer over restroom concerns.

A labor court says in a statement that it ordered the employer to pay $2,200 to the 36-year-old woman, who said supervisors often blocked her from using the restroom and never allowed her to use it for more than five minutes at a time.

The unidentified woman said she also had to report how much time she spent in the bathroom and to ask for permission in front of other employees.

In my previous years of experience as an agent, we just need to ask permission to our Team Leader, floor walker or Workforce personnel for that purpose. Is that the same thing on your end? What are the policies that you need to follow when you need to use the restroom while you are taking calls?

         

Call Centers in the Philippines Now Come Home

by Call Center Gal on August 30, 2010

Is there truth to the fact that call centers now come home? If you are working for call centers in the Philippines, do you think this issue should affect you and your job security in anyway?

If you have been following this call center blog, you will read a lot of updates from me regarding the call center companies that closed down, like the Hilton Reservations Call Center, Sitel Birmingham Call Center, Sallie Mae Call Center, Convergys Call Center in Albuquerque, Centerpoint and Wells Fargo Call Center to name a  few, but those call centers are mostly located in the United States.

But if you observed the latest hiring scene in the Philippine Call Centers, you may find it truly amazing that a lot of US and UK based call centers still prefer to invest in the Philippines and grow their call center operations here. So if there are jobs leaving the Philippines and going back to the U.S or U.K., I can safely say that there’s still a balanced picture of getting and missing call center jobs everywhere nowadays.

         

Using the Knowledge I Got from a Call Center Job

by Call Center Gal on August 30, 2010

Have you thought about doing a work at home that is related closely with the work that you have in the call center before?

As for me, I was able to take care of our family’s microwave oven more now that I know the tips on how to better clean and keep it fully functional. My cousin also recommended my mom to get a refrigerator filter to make our water taste close to a bottled one and to have piece of mind that the water is also clean and safe to drink.

How about you? What tasks at home became easier in relation to your work in the call center?

         

National Heroes Day Holiday Pay

by Call Center Gal on August 30, 2010

If you work in a call center, you would have a two fold thing over holidays. You may be sad that this would mean missing one more day of rest and bond with your family and friends. But on the flipside, this would also mean more pay for a call center agent and this will really be realized as soon as these workers get their pay.

That is why it is but important to know how much you will be getting, as well as those who also did today’s work, on a National Heroes Day Holiday:

Call Center Clients Coming for a Business Visit

by Call Center Gal on August 31, 2010

How do you deal with clients that go to your call center for a business visit?

I know that it can really be very stressful in the beginning especially if this is the first time that they will go to your call center. You have to be prepared well enough, especially the people from operations and management to present the necessary data, reports, even present the latest account and team stats as (needed and) planned.

As for the travel this is usually tied up with the call center’s administration arrangement, as well as attend to his or her immediate needs from basic accommodations and necessities, even their Acid cigars for those who smoke and some recreational facilities that they might want to try while they are here.

Speaking of interacting with clients, how was your recent interaction with your account client the last time they were here?

         

Bed Bug Attacked Call Center

by Call Center Gal on September 4, 2010

How clean is your call center?

Well, I asked this because it is but important to always keep your call center operations floor neat and clean all the time. This goes beyond cleaning your computer keyboard and workstations, as these cleaning efforts should extend up to the sleeping areas and restrooms.

Speaking of keeping the call centers neat and clean, it is in the news that bedbugs attacked one call center that cause them to do some immediate clean up operation.

The bed bug epidemic that’s sweeping New York has even hit the city’s 311 call center.The call center in Lower Manhattan was fumigated Tuesday night after a bed bug was found in the facility on Friday.

A spokesman for 311 says there was no impact to the call center’s operations.

I just hope that this won’t happen in your call center. This will surely leave a bad impression to some future clients should the news spread around, don’t you think?

         

Call Center Jobs in Insurance Related Businesses

by Call Center Gal on September 5, 2010

Do you have a background in offering and selling types of life insurance? Well, if you have one then you will have a better chance of getting a call center job if that BPO has a client that is focused on sending comparative term life insurance quotes to interested customers then educating them on the most appropriate insurance package that they can get on a particular insurance company under your umbrella. Also, if your insurance company has its own in house call center then it is best to start a call center related job, this comes with the convenience of staying in the same company.