Social Networking @ Do you need it?

"When you are in Rome,Be like a Roman"

While watching to a ISP officer speaking about how social media is useless, where it's referring to Facebook as faceless book , and also referring socializing as deseise , really ericked me. Socializing is really needed .

"One should change, with the time that change"

Why , What, When, How and Where is it needed let see one after the other

Why :- Socializing is the only way to emote, Express, exemplifie and Show your way of seeing the world. Research says that people who don't use social network are less up to dated with things going around . Now a days from world news to local news , from news of your best friends to news of your work place all sticks to the same wall. So that's why you need social network

What- What you need to socialize. We need someone to share our thoughts , we can share our achievements and also what you feel.People also put negative socializing like that one video which I was referring to (exaggerating!) Whichever are need to be ignored . Sharing is care , sharing your thoughts ,ideas , anger, positivity and knowledge is easy when you socialize it . It's said that people can learn fast with visuals that reading a book , you can learn programming, technology and what not by watching from YouTube. So that's what you need to do

When - When  we need to socialize. Scheduling and regular socializing help you to build your branding . It gives you recognization to what you do , how you do. At the time of celebration socializing gives you more bonding where you can reach out to larger pool of friends who were with you in your school  . Start ups also accumulates funding from social network and now a days to find a job you need to be social. When you are social , your more vigilant. So thats when you need to be social

How:- How to be social?  Times have changed , now a days Prime Ministers of the country use social media to address the mass and talk about the way they need to rule . You can use social media platforms like Facebook, twitter, LinkedIn, Quora, YouTube,Pinterest and more to act like a medium to Voice your ideas and thoughts. People can become starts and share thoughts with social media. Use the tool for spreading positivity, sharing awareness and building the world united. That how you can use social media platforms.

Where- Social media is developing from colleges to government entities. People now a days can seek quick help in getting a particular group of blood by using social media on time. It also enable individual to speak against something which is not right. Involving in discussion to supporting a cause , for all things social media can be used. Use social media where ever there is a idea.

Human tendencies are different . 2 out of 20 people feel shy, conservative as well as set back in getting easy and amicable with the Society. Some may feel shy where as some may feel it's useless. For example , when I was working in a MNC for any group activity , there was one guy who felt that activity was unnecessary.
But the truth is , he was in fear to not able to win it.

In the same way people who don't know how to use social media are the ones who speak not to utilize it. But they forget those speeches or preachers are only been viewed or shared in one of these social apps. If no one would have used them then there will be no one to view.

Millenials are the ones who. Actively use new modes of communication and  for them socializing is really bread and butter

P.S this article is a way of expressing the usefulness of social media.  No person nor an individual are referred of implified. If there are similar reference that's only a Co incidence.

Movies @Every Call Center Guy should watch

Movies, Inspiration and entertainment. movies are the main stream inspiration. we often look up for a movie and try to admire the life. some movies are inspiration of true life where as some are inspiration to life.people always relate them selves for the movie they watch. researcher says that one persons personality can be analysed by the kinds of movie they watch. however Imagine if you watch a movie and if you relate the movie to your work, or if you see your favorite actor acting a job which you do , that makes you feel as a hero in your life. so here i am bringing you come names of movies which are a must watch to all call center guys. these movies are really inspirational to what. some shows the positive side of a call center job and some shows why call center jobs are best.here are collection of movies which are multilingual . Hope you all like It

Outsourced is a romantic comedy film, directed by John Jeffcoat, released in 2006.Principal photography took place in Mumbai from 5 February to 13 March 2006, followed by three days in Seattle from 7–9 April 2006. The film is based on an original screenplay by George Wing and writing partner, John Jeffcoat.

The Other End of the Line is a romantic comedy film released in 2008 starring Jesse Metcalfe, Shriya Saran and Anupam Kher.James Dodson directed the project. The film is based on an employee at an Indian call-center who travels to San Francisco to be with a guy she falls for over the phone. The tagline is "Two countries. Two. cultures. One chance at love."

Hello is a 2008 Bollywood thriller film directed by Atul Agnihotri, starring Sharman Joshi,Sohail Khan, Gul Panag, Isha Koppikar, Amrita Arora and Sharat Saxena in the lead roles. The film is based on Chetan Bhagat's novel, One Night @ the Call Center.

Call Center Girl is a 2013 Filipino family comedy drama film directed by Don Cuaresma, starring Pokwang, Jessy Mendiola, and Enchong Dee. The film is produced bySkylight Films and Star Cinema. It premiered on November 27, 2013 as part of Star Cinema's 20th Anniversary presentation.

Boiler Room college drop-out gets a job as a broker for a investment firm, which puts him on the fast track to success. However, success clouds his judgement, drawing him into a world of corruption and greed.

Call Center (Telugu movie)-The present generation of youngsters, enchanted by the American dream tends to leave the culture & heritage of our country in the backyard. Made based on this new era of youngsters, accumulating Vamsi Krishna, Priyanka, Pooja, Vijayanand in the main cast is 'Call Centre'.

Best Headsets @ Customer service

Talking ! Yes are you in a talking job? Are you doing lots of calling? Does this ever happened that you wanted to help your customers but not able to convey your message? Did you hear a racking noise when speaking to customers. All of this is because of the choice of headsets. Customer service job is wholely depends on the only one device "The headsets". You need to choose wisely a good headsets so that you are technically equipped with the best of its kind . Here are some of the world class best headsets for best customer service

Jabra Biz -The headset has been specifically designed for the call centre operator with quick disconnect and a 360° boom arm with a Kevlar cord. It boasts extremely comfortable leatherette foam ear cushions and simple to use controls on the cord which allow you to answer and end callas as well as adjusting the volume or muting the conversation. Needless to say this is a top of the range headset, compatible with all leading telephone systems and giving a superb user experience.

Plantronics -  Plantronics have an unrivalled pedigree, having had their headsets used in every one of NASA's space missions to date. It has long been a favourite amongst call centre workers due to their ease of use, comfort and brilliant audio capabilities with great Audio for richness of sound and noise cancelling for protection.

Sennheiser Century - it Has been hailed as the ultimate call centre headset. Sennheiser are renowned for their high quality and attention to detail so anyone buying can be assured that this will fit the bill in all ways. 

Bose -The A20 Aviation Headset is engineered to be more comfortable and provide more noise reduction than any headset ever made, while still delivering the clear audio you expect from Bose. And now there are more features than ever, including a Bluetooth audio No other headset offers this unique combination of features and benefits.

Creative- it makes audio interactive. It's perfect for on-line chatting, gaming and video conferencing as well as enjoying music. Its broad sound stage makes audio sound ultra-real, and this system offers more privacy than conventional speakers when users listen to personal messages or chat on line. Perfect for  office, it's simple and reliable

Logitech - it  is a wireless VoIP headset with a long battery life and a large roaming area. However, the 150 Hz to 7 kHz frequency range isn't ideal for audio applications outside of VoIP calling.

Avalle - it brings us the classic binaural headset from Avalle with wideband audio, noise cancelling and ASP to protect against acoustic shock - these are robustly built and come with a useful clip to connect the lead to your lapel and a spare foam ear cushion. It is perfectly suited to call centre life

So choose your favorite headsets and exhale the oxygen of better service

Telephone Etiquette @ Customer Service

Talking is an art, by communicating you can either make an impression or you can drag people to depression. So effective spoken ability is the only one thing which can make a person successful . But when it comes to speaking on a telephone, where there is no direct visual . One should understand how to communicate. A long gap of thought burst might end up the caller on hold feel ignored. So proper telephone etiquette is important.  Here are the major telephone etiquette which will take customer service to a different level . Let's see one after the other

Clear throat on the call

It's always necessary to clear your throat before taking call. Chewing , crunching and choked Voice may make the other person feel distracted. One should never eat or chew anything when on a call . It happens that you might be getting sneezing , always mute the call and then apologize and continue with the call.

Sign Posting

While phoning a customer one should always keep the customer know what your doing . It will keep the customer aware that you are working on the customer's issue. Some times signposting is mis interpreted by telling each and everything to the customer . Like "Sir, I am drinking water" etc. Which is not at all necessary. Proper sign posting only needed to inform the customer that we are working on your query

Hold Protocol

This is the most important bit of the entire call. This may either Nourish or perish your customer service.  Think like this , you have called a company and we're on long wait and finally you reach someone who can address your query and suddenly without a notice a highly unpleasant tone stucks your ears "You call is placed on hold, sorry to keep you waiting". Thats the impact of not using hold protocol. When ever you place a call on inform the customer why you are placing the call on hold, what will you be doing in the hold time , how long will it take and if it's take long what will you do .
Here is a sample statement for hold

"While I look up for the required information , I do need two to three minutes. So may I place your call on hold for two to three quick minute while I check for the required information. If it's taking longer time I will keep you posted"

Transfer protocol

It's again a big thing . Usually , if we work on a level one or level two businesses zone we have to transfer calls among the teams . It's always recommend to warm trasfer. That means when you transfer the call you will call the team , speak the the other person on the call inform them the query the customer has, and then connected the call introducing both the caller and the level 2 agents with there names. While we do this, we need to inform both the parties about why we are transferring and what you have done on the call . A example of ideal transfer protocol will be like

"Thank you for being with me, I have my colleague Mr X from the  Sales department, ............and Mr X I have  Mr customer on the line with me regarding his laptop , he want to buy new one so I transfered would you be able to check ................ Thank you for both of you have a great day"

Dead Air

When talking to customer we should always ensure that we don't leave them with dead air (pausing in between two to three minutes while busy with something else). Dead air gives an impression of ambiguity to the customer. Always ensure customer is  connected with conversation. If you have to take a dead air appolozise for being silence. This sentence can be used for apologizing for dead air

"I am sorry for the silence.  I am checking with the information so kindly ignore the silence"

So following telephone etiquette will make you a support specialist with 10/10 in customer service

Power Words @Call Center Agent Should Use

It's always said that what you listen most of the time is what you speak .Medical science also shows emphasis saying that a deaf child usual become dumb only because he is not able to hear , even they still have ability to speak. What you speak is something which comes back to you. Similarly usages of words a Call Center Guy put to a custom will get it back from the customer as a response . So The best practice every Call center guy should do is to use power booster and positivity booster words .

So here is what I found when I asked  our customers serving agent to use  words like Fabulous, Wonderful, Awsome, Fantastic, Extraordinary  in there conversation with the customer as many times as they can . Upon each call we sent a survey immediately to the customers asking them how was there experience on the call with the agent. We saw that 82% of the results were exactly the same word which the agent has used . This is called the Parroting Technique.

So to give a good experience to our customers . Usage of power booster are really important.Here are some examples how can we uses powerful words
You – Write as though you’re speaking to the customer and about the customer, not about yourself.

Because – Give customers a reason why they need to take action.
Free – “Because” we all like free things, right?
Value – This implies customers are getting something versus losing something (i.e. money when you say “cost” or “price”).
Guaranteed – Give customers a guarantee to minimize risk perception, so they feel they have everything to gain and nothing to lose.
Amazing – Customers will respond to something that is incredible.
Easy – Make it simple for customers to take the next step in the purchasing process, and let them know how much easier life will be with your product or service.
Discover – This implies there is something new and unknown to the customer, something that has supreme benefits and gives them an edge.
Act now – Motivate an immediate response with a limited-time offer.
New – Your product or service is the cutting edge in your industry.
Proven – Remind customers that your product, service or business is tried-and-true.
Safe and effective – “Proven” to minimize risk perception for health and monetary loss.
Powerful – Let customers know that your business, product or service is robust
Real results/guaranteed results – Your customers want results, after all
Instant –Instant access or downloads are more appealing than waiting.
How to – Start off with a solution so customers read the rest of your copy.
Elite –Your customers are among the best in the world. Invite newbies to join a highly desirable club
No obligation – Create a win-win situation for your customers.
Definitely/Surely/Absolutely/Certainly- gives ownership of the issues
Fantastic-appreciate the customer for cooperating
Delighted - overwhelming
Happy/Yes/Fabulous/splendid/wonderful/ awesome/cheers - mood indicators

Using these words will make the conversation really positive and also bring the customer with positive attitude for feedback . After all what goes around comes around . So let's share positivity

Absence Noticeable @Call Centers

 I like work; it fascinates me. I can sit and look at it for hours.      – Jerome K. Jerome, English writer and humorist

How important You and your time is? How important to be Present in office and be on time? How your time effect the productivity of overall call center?

As being out of work for a day really makes a big difference in providing service. On an average , if one person is absent the average time that a customer need to wait in queue increases. The effect is too large in small service group , however it equally impact the productivity of  the company. Delivering good customer service depends on each agent

Call center jobs are the job of  team work, If you quit your part, you give more work to your coworkers.Your part of work may increase more working hours to your coworkers and you are responsible for your work, and you should be on time

If an agent is not at a place where he suppose to be, then not only the customers who suffer but also the team mates.As with more number of agents ,the breather the agents get between one call and the other will be more. So its would not be a rigorous effort for the agents.

But when it comes to the a situation where one of the person is missing from the team the occupancy rate increases , which led to decrease the call to call time. Hence effecting the productivity and increasing the stress levels of the other agents

So workforce schedule are so designed to give comfort to the agents as well as the customer And turning late to the office not only felt by the customers ,also immediately by the co-workers

 

 

Modernizing call centers@India

if you want to get a horse up to its limit, You need to graze it  heavy too - Panchatantra

As there is notion that in India Call center jobs are easy, Low paid and stressful work. But  all of them are wrong. Not everyone is fit for all jobs and the best only ever survive.

Indian call center doesn't provide much exposure to all of the customers nor  the employees. How can you forget that until you provide happiness and satisfaction to your employees how will you satisfy your customers . its just like searching for a thing in a dark room without light. to make your customer satisfaction better start with your employee and know that Charity begins at home.

As a continuous research of mine I gone through some of the employee complain that this industry never gives leaves for daily purpose, nor a good growth and at the most no respect. As a customer representative, a person end up getting abused first by customers for not helping, then by the supervisors for not reaching the  targets, and at last by family for not getting more payee. serving a customer is an art and  a representative is not a doll for listening your retentions. So that why this industry has highest attention rates .

To over come all this and give a Agent with good scope to perform well and be the voice of your company , providing a environment to enrich and survive is essential. Companies  need to believe that to give a human touch to the customers you too need to treat your employee's as humans

Most technological companies come with a unique ways to uplift the quality of this business and give the employee a good way to help and be the best of there work with respect to which the provide high range of customer satisfaction also. cutting down the stress levels and a professionalizing the companies atmosphere to curtail ill behavior of the supervisors and higher team to its extend. Zero patients is given to tolerate even a negative word towards the peer .

So Being in Support industry its all deals with the human interactions and feeling . dealing every personals of respect and priority people will tend to give a good productivity

 

The Voice of your company is Customer Agent , If you Raise Your Voice ,Your Business Goes Low

Role models of Customer support are  Nancy Friedman, Says if your customers are abusive , you need to take initiative to safeguard yourself like this

I Can Handel your issue and get resolution to it, However I Cannot Handel your Abuse , Please help me with  your concern further.

As these type of responses need to be validated in Indian Support Companies  to save the values and provide world class Customer Service. Its a best Industry, Only few thing are needed to be in place

So lets make it easy, friendly and deliver best Customer Support