A peek into an Agent’s Notepad

Trainer explaining the nitty-gritty of a Process, Agents questioning, nodding, jotting down simultaneously, there is never a dull moment in the Training Room at Bluechip Callcenter. The Training Room, fondly nicknamed as the ‘Ground Zero’, is indeed one of the most vibrant places in office. The room is always abuzz as the Agents receive training for the upcoming new processes.
We have multiple training rooms and each has  up to 50 chairs, a spick and span whiteboard, and a projector. But what everybody loves most about the room are the couches. The Agents recline on these couches, and imbibe the knowledge sitting snugly on the comfortable couches. The atmosphere in a Training room is not as strict, like in a school classroom. Everybody interacts congenially and there are many lighter moments between the sessions.

But that doesn’t take away the seriousness of the training process. Every Agent first thoroughly understands the Process as elucidated by the Trainer. Then diligently take down notes in their notepad. This is a snapshot of one of the Agents Notepad who is trying to understand the process, in this case, of generating RA (Return Authorization). You can read how the Agent has simplified the process by tabulating the steps as follows:

Generate RA

Then…

Check to return this item

Then…

Select a reason

Then…

Select a return type

Then…

Process

Then…

You will get a return authorization number

Each call center Agent writes in their notepad similarly, simplifying the Process. Notepads often have scribbles and doodles as well. A typical one is that at the end of the Process, many Agents draw a Smiley to signify the happy ending to the process and a satisfied customer.

The training usually is of a couple of hours, and it can be extended to several days also depending upon the complexity of the project. The training is followed by an oral and a written Process Knowledge Test (PKT).

Once the Agent demonstrates complete understanding of the Process through high scores in the PKT, only then they go to the work-floor to take their first call. And before they step into their cubicle, they get a hard-copy of the process flow, like a users’ manual. All the instructions are present on their computer system as well. So there is no chance of any error during the customer interaction.

Bluechip Callcenter emphasizes on continuous training, of not just process, but also of soft skills like courtesy, ways of polite and amiable talking etc.

We invest in Training because we believe that our Agents are our true asset! And the enhanced customer service provided to our clients after training is the true ROI! After all, the raison d’etre of our training is better client service and better customer satisfaction. And with each training we move a step closer to perfection!

Call Center Agents

Enforcing Agent Coaching in Call Centers is Obligatory

Motivation and dedication are two factors that build the personality of an individual to achieve their goals in a better way. Same is the case in the call center outsourcing industry. The management of the calling agents in the call centers is a factor that results to overall profit in the organization. The role of coaching for the calling agents is very essential to enhance better level of professionalism and make some extra spaces for improvement in their daily activities.

There are some coaching techniques that surely helps the team to upgrade their skills and turn out to be effective in the communication process.

Inbound call center outsourcing team is normally provided numerous tips and suggestions about their way in duty performance. But these are not adequate to show results. A coaching should start from the initial level and there has to be a special program to train the team leaders and supervisors. A top down training facilitates success in the call center operations. Special training programs can be developed as per the level of performance of the team. The use of coaching examples is also a part that can add more support to identify the problems and opportunities. Frequent coaching from time to time will surely help the team members and their leaders to monitor their performances from the basic stages of the offshore call center services.

Imparting a coaching session is worthless without any action plan. There may be some of the best training sessions that are arranged for the development of the offshore inbound call center. The team members will forget all the hard work of the coaches if the tactics are not used in their responsibilities. The role of the supervisors can break the call down into prime steps right from identifying the cause of agent’s problem and how these can be treated without breaking the confidence of the agents.

Coaching with consistency ensures the performance level of the agents’ help them to execute duties with better work standards are created and built into the coaching process. The call center operations undergo performance downfall if the speed breaks and subsequently needs a longer time to restart. The induction of a measurement system assists the coaches to train the agent’s and how their performance can be linked to the growth. In addition, an individual monitoring works better so that the calling agents can quickly make advancement. A mutual help process and close monitoring on regular basis is the key to success in the call center operations team.

Call Center Services

Call Center Cubicle- The Gold Spot of Every Calling Agent

The life at a call center is very interesting for people who want to make it their long term career. A friendly environment with a professional set-up of ergonomically placed interiors sometimes motivates the customer care executives (CCE) in a better way. Especially, the workstations from where they make calls are so far the most important aspect of interiors.

CCEs spend 90% of their scheduled hours in these cubicles. These cubicles become a secondary home for many of them. Some telemarketing call centers do not allow to customize the cubicles, but a most of them gives the freedom to decorate it as per the wish of the employees. Now, the question comes – Is really essential to decorate your personal cubicle? How does it help you?

The answer is simple. The cubicles may not have a long lasting effect on the working style, but it can certainly develop some inspiration or motivate the CCEs to perform well. The love for a cubicle is like the love for their place or responsibility. A cubicle can beautifully decorate with some motivational posters, some quotes, photographs of some renowned personalities, etc. The cubicles at the phone answering call centers may have a very little space. But if planned accordingly, these places can be a perfect example to define their personality and creativity which in turn can motivate the other employers to a great extent.

Some tips to decorate the cubicle:

Your cubicle can be decorated with some flowers. We all like fresh flowers in a vase. The cubicle can also be utilized for keeping a note book, a pen stand, some statues of Gods, etc. Others prefer to paste their best quotations, sketches, cartoons, collage, etc. Moreover, some CCEs like to keep the cubicle empty but it is much disciplined.

What Can Your Cubicle Highlight?

A well-managed cubicle can be a great source of inspiration for the calling agents who does not prefer a mandatory discipline inside the office premises. They might ignore these small parts of sincerity for a day or two. But on a serious note, if they happen to see it daily, they are bound to change their habit and bring some changes in their behavior too. Discipline is very much essential to show success in the telephone call centers services.

It is just a matter of perspective for many of us. If we keep our workstations well arranged, our love towards our job will certainly be positive and inspirational. Call center outsourcing companies need to concentrate on these small aspects that actually work as the pillars of growth.

Music on Hold

Music On Hold – Connecting Customers Through A Rhythm!

Have you ever gone through a situation where a beautiful music was being played while your call was being put on hold during the transfer process to the desired extension? You must be delighted to wait as the music must have been suiting your ears. The waiting becomes more enjoyable if you listen to your favorite song during the hold process. This Music On Hold process is a very pleasant way to engage the customer on hold without letting him/her to end the actual call. Music On Hold is a powerful marketing tools that build a professional image in front of your customers. This technique helps to entertain their callers when they are on hold by playing Music Backgrounds and Voice Messages of different kinds. In addition, it allows the caller to acquire some vital aspect about your business in manner that they were hardly aware before doing a call.

Customers and clients can establish an ethical relation, only when the communication process tends to be friendly and responsive. If a customer is waiting for a long period of time, it is very natural he/she would disconnect the call or start calling them gain after sometime. But, practically speaking, a customer will never revert if a direct ignorance is shown in the very first attempt. Therefore, to retain that customer, it is essential in your part to engage him through any process with some innovative mediums.

The requirement for a professional and entertaining approach to telephone messaging gradually entered a new phase and companies could not stop anymore to promote their services through the audio marketing programs. The playback of sensible business services acted like a tool that not only explains their services with a direct approach but also to make the customers feels that the business organization is taking interest for them.

But one important fact is that, “How do you select a special message or music theme that can attract a customer to hold for long?” The simple solution is by taking the copyright from the original labels and using it for your customers. This process is generally applicable with payment policies as per the rules and regulations notified by the Copyright Act. If you want to escape this situation, it is always advisable to make any jingle with a customized message that can be developed by any production house. This option is considered to be safe and you have the advantage of delivering the best promotional tips and suggestions as per your company requirements.

Music on hold creates company’s goodwill in a better way. Customers with a pleasant humor will always be connected to the organization and retain their relationship for a longer period of time. The music themes for your organization can be subscribed from numerous Internet libraries and can be changed regularly as per your choices. Therefore, it is finally recommended that the royalty of a music theme should be owned from a reputed music house which can subsequently engage the customer on hold without creating any annoyance with the customers. It is also a great support to the IVR technology with a complete assurance to keep customers quiet and informed.