100% Monitoring Compliance Though Absent for a day or two..Fair or Unfair?

Have you ever been in a situation where you wanted to go to work and implement your action plan but you can't because a member of your family is sick?

I have, just recently. I still have available leave credits and I'll use it so I still get paid. Everything's settled at this point.

 But there's always a bad story behind a good one. I was absent for a day but I am still expected to hit 100% monitoring compliance. I understand we have a goal set by those in-charge but hitting 100% despite the fact that you lost a day of monitoring time? Is it still  fair?

Let's put it in a way that everyone can understand.

Call Center Related Health Problems

Unemployment has always been a problem in the country and the birth of outsourcing industry is considered as a life saver among thousands of young graduates. Not only that these graduates are able to land a job, call center also offer a competitive compensation. But there really is no such thing as easy money. There has been a lot of health problems identified which are associated with this industry. Here are the most common health problems among call center employees. I hope that posting them here would help improve the lack of reliable and relevant information so we can create an appropriate response in safeguarding the health of call center employees.

Top Call Center Metrics

Metrics are placed to monitor the effectiveness of the project, identify what's working and what's not, continue best practices and improve areas of opportunities. Here are the most basic metrics that will always be part of you evaluations in a call center.


What is CSAT?

CSAT stands for Customer satisfaction. Simply put, it is a survey given out to customers which rates your overall performance as a Consultant.

How to deal with irate customers?

Technical Support Representatives and Customer Service Representatives are always in danger of receiving nasty phone calls from irate customers. Calls like this comes in, almost always, without warning. Nonetheless, TSRs and CSRs must be able to handle each call calmly and skillfully. If handled properly, a call from an irate customer can become a commendation call.

Here are the basic steps that can help us deal with irate customers.

Fun in a call center...jokes and bloopers..

Here are my compilation of hilarious and sometimes scandalous conversation between our call center agents and the customer. Herewith are out of this world spiels and newly discovered words or phrases.

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An agent referring a customer to Billing.

Customer: Do I get compensated for the days I haven't use the service?

Agent: Is for Billing is for compensation.

Happy time after a day of hardwork...

Going through old photos in Facebook, I found this. Dinner with Telstra Representative, Training Department and QA Department. Both the Training and QA department showed great performances and this is the treat from the Client. All out dinner and Jose Cuervo in National Sports Grill in Greenbelt.

Yum Yum!!

This is what I do and this is how I do it...

I've talked about few things that happened in the my workplace but I haven't told you what I do yet. I am a call center Quality Assurance Analyst, I am in-charge in the maintenance of a desired level of quality in a service by means of attention to every stage of the process of delivery. QA analyst listens to a call and evaluate it based on the guidelines each account follows. We basically capture good call behavior, provide kudos as necessary and take note of bad call behaviors for coaching purposes. Sadly, QA analysts are well-known due to the latter.

QA Analyst is the most hated position in the call center,in all industry that requires quality assurance I think. Most people also think being a QA is boring but on the contrary, this position is quite challenging. QA's major responsibility is to listen to calls and evaluate it based on the set guidelines. This is 80 percent of our responsibility. But listening does not end in uploading the score in the database. We also do follow-up and make sure agent's are coached properly. 20 percent of the time, we do admin works, facilitate QA talks, do client calibration both internal and external and attend meetings as required by the management.

When I first became a QA, my goal was to bridge the gap between operation and QA department. I thought then it will be a long road and that I may not be able to reach that goal but as I went on, I found out that this has been bridged long before, we just can't please everybody, there will always be someone not open-minded enough to understand a QA's role in a call center industry.

"Quality starts with me"....

How Attrition affects a good team.

Come this Monday, six QA analysts are leaving the team and go back to taking calls as agents.

I came to work yesterday with high and positive spirits but this was changed in an instant when I heard from my team mates that six of our analysts are going back to being call center agents.

Agent attrition is the reason for this. We hired QA's because the site is expanding, hiring more agents to answer calls but everything that started has to end. They stopped hiring but agents are leaving. Therefore, QA department must align the number of QA's to the number of agents (QA to agent ratio) and the result is six analysts, weeks away from getting regularized, will go back to being agents.

Sad to say, prior to this, we let go of two already and in few weeks from now, we are letting go more.

Cruel as it may sound but this is all Business. That's what they do and that's how they do it. Too bad, good fruits were harvested prematurely.

Looking forward to a good weekend..

Two more days before weekend but it feels like I've been waiting forever. But the wait's worth it because this time it's going to be different, this time I'll have money to spend...Bwahahaha

Our company released part of our 13th month pay (January to May) yesterday. The purpose is to give employees that are breadwinners money to spend for the upcoming school year.

Nice isn't it? I mean, name me any other call center that do this...