Rbnstr08's Page

Metrics and Surveys are used by call centers to evaluate their agents. It seems though that many clients do not understand the logic of metrics and surveys. In the campaign I was with for almost 2 years, the O.M. cheered us on every time we hit 100% service level. He was not aware that we had to maintain around 80% to 82% service level. After making 100% service level consistently, the campaign cut down our force by 33.33%. Those of us who were left were over worked and with forced overtimes, ha… Continue

NOTICE: The Call Center could not accommodate any campaigns at the moment starting June 15, 2008. This post will be updated should there be a resumption of availability. My apologies on the earlier post. I stand corrected that current operations are outbound campaigns. What the call center is in need, as of now, are Inbound Campaigns.

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The Trainors, or whatever else they're called in call centers, have really very little general experience. They got to those positions in some way or another and not through the merits of a deep-seated experience. I got into that industry knowing that I had the necessary experience to talk and DEAL with people over the phone. Sales and Marketing were my experience in the past 3 decades, dealing with customers both personally or through the telephone. The th… Continue

For several years now, U.S. based companies have been using investments outside the U.S. as tax shield, aside from paying low overhead on salaries and wages. All they have to do is to do declare losses on their offshore investments. Outsourced call centers are not an exception.
Call Centers in the Philippines are supposed to be a boost to employment. That is not necessarily the case. Big time call center corporations have banded to a group with a Non-Compete Clause (NCC) Agreement. In this a… Continue