After losing an hour at the weekend the benefits soon start to prevail and as British Summertime arrived, so did the sun. With call volume low and the service level performing very well it was time to reward the team.
Every call centre faces different challenges so the following is not a magic formula for finding the ‘perfect agent’ – such a thing does not exist (magic formulas or perfection) & if that’s what you’re looking for:
How about a little bit of history? A little background of my working life in Call Centres and how I got where I am today.
My first experience with a Call Centre was working for a large insurance company, on the coalface taking calls and dealing with customer’s account queries. Read more…
1. Clear Objectives
Companies are rarely specific enough about the duties, skills, & competencies they need a candidate to have. Instead “wish lists” of super-human attributes & unrealistic salaries create havoc in a talent search. Read more…
As a Team Leader in a Call Centre you generally have to deal with a multitude of problems, issues and queries. As well as helping, coaching and managing your team of advisors sometimes you can feel like a parent or even a therapist! Read more…
Call Centre Connect would like to introduce you to our new guest blogger – the undercover Team Leader.
UTL has years of experience and currently looks after his team based in a Lancashire call centre.
In addition to being an experienced call centre worker he is also an avid blogger and huge fan of all things social media so it made sense to provide him with this platform from which he will share his thoughts, views, opinions, ideas & insights into call centre life.
UTL’s views are his own and not those of CCC, we just think he’s great and thought you might like him too.
1) The 60 Second Rule
At this point it’s not about identifying CV’s that are perfect for the role it’s about eliminating those that are nowhere near good enough – providing you have clearly defined sifting criteria 60 seconds will be ample time to identify CV’s that contain little or no evidence. Read more…
Success!
You’ve made tonnes of applications, researched dozens of companies & jobs and finally all the hard work has paid off—congratulations you’ve got yourself a job offer!
Now what? Read more…
Jobsite, one of the UK’s leading job boards has published its latest Quarterly Recruitment Review and there are some interesting facts revealed: Read more…
Influence is one of the key differentiators in management. Those who really get on are consistently effective influencers. They show the ability to influence at every level and in any situation and they demonstrate flexibility in their approach. Read more…
