Posts under ‘call center crimes and misdemeanors’

We’ve talked repeatedly on the CXO blog about the importance of providing strong oversight of vendors to be sure you get what you’re paying for. But there’s a flip side to that equation: you also have to pay for what you expect to get.
This viral video, produced by Scofield Editorial, Inc., provides a hilarious look [...]

In response to my recent post about the advantages of Unified Communications, Robbe Morris left a comment posing several excellent questions:
“Is there an extra cost in increased human real-time monitoring? Is their perhaps a 100% digitized recording option with a special technological approach to reading recorded files search for words or flags that would [...]

Sometimes, getting at the truth of what’s going on with a call center supplier requires a lot of detective work. It may take multiple meetings – and even a change in management – to get a straight answer about a persistent issue, as in my story about the supplier who was giving all the best [...]

A few years ago, over the course of a few quarterly business reviews, I was pushing hard on performance with a specific supplier. I was focused on improving the numbers for first call resolution, and I was especially concerned about the site’s alarmingly high attrition rates – in the 30% range, which is off the [...]

Last week, I shared a true story about a call center in India where the site director readily admitted that the company didn’t offer any training for front-line supervisors. The take away: look past the sales pitch and ask a lot of questions to assess a supplier’s true capabilities.
In addition to asking questions about the [...]

A few years ago, I was in India doing site audits to assess potential call center suppliers for the final portion of an RFP I had out. We used a structured process for auditing suppliers to assess who had the best true capabilities – as opposed to just believing what the suppliers were telling us [...]