...hobbies and how this can be helpful in your future job as a call center agent. Question# 2: What is the reason behind why you want to work for this particular company? It is of great importance that you research on the company that you are applying for so that just in case they ask you a question that is similar to this, you know what to answer. You can say something like “I know that this is one of the top call center companies in the industry today and that working for this company will be a great honor.” You can also say things about the unique benefits being offered by the company and explain how these things can be beneficial to you. Question #3: What are your experiences in your previous call center job? You can give them a rundown on some of the things that you normally do at work. If you’re a technical support agent, you can probably talk about the type of support that you do. Customer support agents on the other hand can talk about the things that they do to assist their customers with regards to the products that they are offering. You don’t need to mention the particular account that you have worked for. Just give them an overview of the product in general and what type of services do you normally offer to help the customer resolve their issue. Question #4: Are you a team player and what do you think is the importance of having team work? You need to have good communication skills when working in a call center industry. It is important that you know how to interact...
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...Tolliver 3. Course Title: Total Quality Management 4. Class Date: 28 September 2011 5. Article Title: How to Put Quality Back in Call Center Customer Service: Potentials and Pitfalls 6. Author: Tony DeNucci 7. Source: Newspaper – Linked to document in ProQuest 8. Article Date: (Second Quarter 2011) 7-11 Article Summary 1. What is the topic of your article? How to put the Quality Back in Call Center Customer Service: Potentials and Pitfalls 2. List the details of what happened. This article explains what factors affect call center service quality and provides employers with criteria they can use to chart their call center's performance, identify strong and weak results, and get customer service back on track. The quality of the call centers customer service has been falling over the last decade, and many benefits practitioners, as well as their plan participants, have become resigned to the frustration or repeated, fruitless call for help and information. Receiving poor service can cause employees to undervalue their benefits, which leads to retention issues. A call center is about people, process, and technology. High-quality customer service balances those three elements by focusing on four key factors: * Complete training, with ongoing refreshers A high-quality call center, provides in-depth training that encourages CSRs to become experts in customer service, subject matter, technology and the bigger benefits picture...
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...Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving skills, and enjoy helping customers. A good way to test out the applicants is to pre-screen telephone interviews to test out their phone skills. One of the most useful techniques that call centers use is the employee referral program. This program allows employees to recommend a friend, relative, or family member to the job and receive a cash prize if they pass the probation period. This technique tends to provide the new recruit with more realistic expectations and can provide a better cultural fit. Training and orientation is also important in human resource management in a call center. Training should include lots of role-play so employees can get comfortable talking to customers over the phone, learn to turn negative thoughts into positive ones...
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...Sage we believe that to offer an exceptional customer experience we must have a complete understanding of our customers’ needs and ensure we have specific and relevant solutions to meet these in the future. Call centers began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business-to-customer support, online business-to-business support. The Philippines is also considered as location of choice due to its less expensive operational and labor costs, as well as having a highly skilled labor force, proficiency in American-style English and idioms, and a constant stream of college-educated graduates entering the workforce. Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry. The management at Call Center Philippines has been working with outsourcing vendors for over ten years. (Retrieved from http://ccaponline.org/index.php=article&id=244:expanding-call-centers-in-davao-philippines&catid=96:industry-news&Itemid=283) “Call centers in Manila have been promising for so long to open call centers in Davao, but...
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...A call center managers can use the statistical report to measure the efficiency and effectiveness of an employee in the areas of response time and service level, number of calls per employee, first call resolution, and transfer rate. By using the statistical report, it will help show the relationship between their performance and the organization standards or goals and it is easier to visualize. It can also be utilized by the managers to take necessary corrective actions if needed. The response time and service level can be measured by the monitoring how many calls are answered within how many seconds and total number of calls in a day is being answered. It is important to monitor the total amount of calls but we must consider the number of calls an employee is answering and should be reported to ensure that individual employee is properly assessed. This will also show if the employees are answering them promptly and not just a handful is answering the calls. The first call resolution (FCR) measures the individuals’ ability to accomplish the task in one transaction and not transfer the call. Transfer rate indicates how many calls have been transferred to another party to be handled. Monitoring the number of calls being transferred can identify if there are any performance gaps and training if needed (Reynolds 2012). Reynolds, Penny (January 2012) The Top 20 Contact Center Metrics for 2012. Multichannel Merchant, Retrieved from...
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...manner in which the firm’s decision to outsource offshore is impacted by foreign exchange. Determine whether or not it matters where the company outsources offshore. Provide a rationale for your response. One primary reason that companies outsource is the decrease in costs. Since the inputs (land, labor and capital) are lower abroad, companies are able to maximize profits. Beside the cost savings, another key factor that managers should consider when outsourcing, is the quality of service. When companies outsource business processes, the managers need to know if outsourcing still brings the same quality. For example, when a company outsources its call center operations abroad, the company needs to know if the call center agents abroad can bring the same quality of communication, expertise, and skills as American call center agents. Although the talent gap has widely decreased over the years, there are still some discrepancies between local and international talents. Differences in cultures, beliefs, work ethic and lifestyle are some factors that cause these discrepancies. Another key factor is the technological level. Can international counterparts bring the same technological advancements to producing a product or service? Manufacturing has been dominated by China due to the economies of scale. As a matter of fact, it would be very cost-effective for American manufacturers to outsource manufacturing in China due to massive development of the manufacturing industry. On...
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...Communication Challenges & Strategies of Call Center Executives in Bangladesh BUS 251: Business Communication Prepared for: Mr. Khandoker Asef Safa Kabir Lecturer School of Business and Economics Prepared by: Name | ID# | Mahtab Hossain Khan | 1321135630 | Abhi Barua | 1410305630 | Rezwanul Islam | 1320502030 | Md Adeel Anjum | 1321311630 | Mohammed Ahsan ul Haque | 1320379030 | Section: 10 Summer 2016 North South University Acknowledgement First of all, we want to thank Almighty God to give us strength to work hard for preparing this report. The report is not only of our own hard works. There are many people who helped us a lot making this thing possible. Special thanks goes to Mr. Khandoker Asef Safa Kabir; without his co-operation and proper guideline, this report couldn’t become complete. We sincerely thank him for his tremendous support. A thanks goes to our course mates, family members, friends and relatives. Their unconditional support inspired us to go beyond our limit and to give our best preparing this report. Last but not the least, we thank those kind people who spent some of their precious time for participating our interview. Their co-operation helped us a lot to conduct the research and made our job very much comfortable. We sincerely thank these people and wish them all the very best. Letter of Transmittal July 30, 2016 Khandoker Asef Safa Kabir Lecturer, School of Business and Economics North South University...
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...the will have a better ability to communicate the company’s vision to the customers. In Ron Flavin’s article, he writes good communication skills help leaders to better understand others and enable them to build trust and respect among their followers and peers while fostering environments where creative ideas and problem solving flourish(Flavin 2015). A leader with strong communication skills will help the organization down the road to success. On the other hand, a leader with poor communication skills can destroy an organization. Today the world is just a click or phone call away. The ability for a company to have such a broad reach for customer and employees has created some unique problems. Two areas that have caused companies to address how they do businesses are customer service/sales call centers and the rapid expansion of social media. I am going to discuss some of the problems call...
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...No. Nama Perguruan Tinggi AKADEMI AKUNTANSI PGRI JEMBER Nama Pengusul Sisda Rizqi Rindang Sari Program Kegiatan Judul Kegiatan 1 PKMK KUE TART CAENIS ( CANTIK, ENAK DAN EKONOMIS) BERBAHAN DASAR TAPE 2 AKADEMI FARMASI KEBANGSAAN Nensi MAKASSAR AKADEMI KEBIDANAN CITRA MEDIKA SURAKARTA AKADEMI KEBIDANAN GIRI SATRIA HUSADA AKADEMI KEPERAWATAN KERTA CENDIKA SIDOARJO AKADEMI KEPERAWATAN KERTA CENDIKA SIDOARJO AKADEMI KEPERAWATAN KERTA CENDIKA SIDOARJO Putri Purnamasari PKMK LILIN SEHAT AROMA KURINDU PANCAKE GARCINIA MANGOSTANA ( PANCAKE KULIT MANGGIS ) 3 PKMK 4 Latifah Sulistyowati PKMK Pemanfaatan Potensi Jambu Mete secara Terpadu dan Pengolahannya sebagai Abon Karmelin (Karamel Bromelin) : Pelunak Aneka Jenis Daging Dari Limbah Nanas Yang Ramah Lingkungan, Higienis Dan Praktis PUDING“BALECI”( KERES) MAKANAN BERSERATANTI ASAM URAT 5 Achmad PKMK Zainunddin Zulfi 6 Dian Kartika Sari PKMK 7 Radita Sandia PKMK Selonot Sehat (S2) Diit untuk Penderita Diabetes 8 AKADEMI PEREKAM Agustina MEDIK & INFO KES Wulandari CITRA MEDIKA AKADEMI PEREKAM MEDIK & INFO KES Anton Sulistya CITRA MEDIKA AKADEMI PEREKAM Eka Mariyana MEDIK & INFO KES Safitri CITRA MEDIKA AKADEMI PEREKAM MEDIK & INFO KES Ferlina Hastuti CITRA MEDIKA AKADEMI PEREKAM Nindita Rin MEDIK & INFO KES Prasetyo D CITRA MEDIKA AKADEMI PEREKAM MEDIK & INFO KES Sri Rahayu CITRA MEDIKA AKADEMI PERIKANAN YOGYAKARTA PKMK Kasubi Wingko Kaya Akan Karbohidrat...
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