Comments on: “Best In Class” Call Center Quality Practices http://thumbsupinc.com/white_paper/best-in-class-call-center-quality-practices/ Call Center Outsourcing Tue, 29 Jun 2010 19:54:36 -0400 http://wordpress.org/?v=2.9.2 hourly 1 By: Kari http://thumbsupinc.com/white_paper/best-in-class-call-center-quality-practices/comment-page-1/#comment-93 Kari Tue, 29 Jun 2010 19:54:36 +0000 http://graphicpanacea.com/blog/?p=24#comment-93 Our philosophy isn’t about a standard percentage; instead we believe it is more effective to ensure we monitor everyone on the call center floor at least once per day. The reason for this is so that we can verify that every TSR (Tele Service Rep) knows that they have an equal chance to be monitored, regardless of the call volume on their campaign. If a TSR is in a high volume campaign, we can increase the daily monitoring requirements for that particular agent, but if a monitoring schedule is just based on a percentage of calls, it is possible for some TSRs to be missed. We feel it is a better quality model to ensure that each TSR is monitored at least once everyday. By Joe Dawidouski – Joe is the Quality Supervisor for Thumbs Up Marketing Our philosophy isn’t about a standard percentage; instead we believe it is more effective to ensure we monitor everyone on the call center floor at least once per day. The reason for this is so that we can verify that every TSR (Tele Service Rep) knows that they have an equal chance to be monitored, regardless of the call volume on their campaign. If a TSR is in a high volume campaign, we can increase the daily monitoring requirements for that particular agent, but if a monitoring schedule is just based on a percentage of calls, it is possible for some TSRs to be missed. We feel it is a better quality model to ensure that each TSR is monitored at least once everyday.

By Joe Dawidouski – Joe is the Quality Supervisor for Thumbs Up Marketing

]]> By: Lalitha http://thumbsupinc.com/white_paper/best-in-class-call-center-quality-practices/comment-page-1/#comment-80 Lalitha Tue, 22 Jun 2010 11:55:37 +0000 http://graphicpanacea.com/blog/?p=24#comment-80 what is the standard percentage of the calls to be monitored in a call center? what is the standard percentage of the calls to be monitored in a call center?

]]> By: Kari http://thumbsupinc.com/white_paper/best-in-class-call-center-quality-practices/comment-page-1/#comment-46 Kari Tue, 25 May 2010 18:54:43 +0000 http://graphicpanacea.com/blog/?p=24#comment-46 Great question! And I would love to invite others to post ideas! We are always looking for new and exciting ways to motivate our teams! When working with employees, keeping morale up is key. We try to run several different types of contests to keep everyone pumped up on the job at hand. Not all employees are motivated by the same things. You should “test” different contests/incentives to find what works best. Here are a few that we’ve found yield the most success with our employees: • Drawings, raffles, lottery tickets etc. • Divide the room into teams and conduct your own “Survivor, Amazing Race” etc. • Grab-Bag, with different types of prizes in the bags. • Horse Race on the wall, every sale gets you closer to the finish line. While some of the above contests are sales related, with a bit of creativity you can tailor them to customer service as well. Aside from contests, we also believe in creating “friendly competition”, and believe me, employees are as competitive as professional athletes! On a weekly basis, we post employee stats on our performance wall so that it’s very visible and everyone is able to see how they compare with others on their team. I hope this helps and if you have any additional questions please feel free to call or contact us. Paula McCoy, Senior Supervisor, Thumbs Up Marketing Great question! And I would love to invite others to post ideas! We are always looking for new and exciting ways to motivate our teams! When working with employees, keeping morale up is key. We try to run several different types of contests to keep everyone pumped up on the job at hand.

Not all employees are motivated by the same things. You should “test” different contests/incentives to find what works best. Here are a few that we’ve found yield the most success with our employees:

• Drawings, raffles, lottery tickets etc.
• Divide the room into teams and conduct your own “Survivor, Amazing Race” etc.
• Grab-Bag, with different types of prizes in the bags.
• Horse Race on the wall, every sale gets you closer to the finish line.

While some of the above contests are sales related, with a bit of creativity you can tailor them to customer service as well. Aside from contests, we also believe in creating “friendly competition”, and believe me, employees are as competitive as professional athletes! On a weekly basis, we post employee stats on our performance wall so that it’s very visible and everyone is able to see how they compare with others on their team.

I hope this helps and if you have any additional questions please feel free to call or contact us.

Paula McCoy, Senior Supervisor, Thumbs Up Marketing

]]> By: Delena Bartylla http://thumbsupinc.com/white_paper/best-in-class-call-center-quality-practices/comment-page-1/#comment-42 Delena Bartylla Fri, 14 May 2010 19:57:55 +0000 http://graphicpanacea.com/blog/?p=24#comment-42 how to keep retention of a call center employee on a lower level? how to keep retention of a call center employee on a lower level?

]]> By: Lead Generation http://thumbsupinc.com/white_paper/best-in-class-call-center-quality-practices/comment-page-1/#comment-3 Lead Generation Tue, 23 Mar 2010 13:25:50 +0000 http://graphicpanacea.com/blog/?p=24#comment-3 Nice post and I think its safe to say that no matter what industry you are in, success or failure mainly depends on the quantity and quality of your leads. Everyone reading this should see the movie Glengarry Glen Ross, and if you've already seen it then watch it again! A.B.C Always Be Closing! Nice post and I think its safe to say that no matter what industry you are in, success or failure mainly depends on the quantity and quality of your leads. Everyone reading this should see the movie Glengarry Glen Ross, and if you’ve already seen it then watch it again! A.B.C Always Be Closing!

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