once a CCA hits the floor..."readiness to take the call" should be the mood...no ifs...no buts...
there are mortal sins that CCA needs to avoid.
first: no sleeping during calls.. if caught , that would be automatic corrective action.
second: never put the caller on hold for long minutes. it's bad customer impact.
third: avoid more than 5 minutes idle time. it keeps away the callers..
and lastly: do not release a call..!
so sure i am that they are mortal sins for CCA's... and it's because....i had committed all items....guilty beyond reasonable doubt..it happened when i was so new on the industry and still unsure of the process...my TL had monitored some my calls which fell under the category of mortal sins.. it was a big deal...i was given a final written warning...leading to termination... the upper management had a meeting regarding my status.. i knew then that it will be the end of my call center career because i have committed a mortal sin..."RELEASING A CALL"... only one thing saved me... integrity.
when my TL asked me if i actually did it in purpose... i admitted the wrong action right away.. i said i deliberately released the call because i was so afraid i wasnt of help to the caller...
our company honors honesty... there were some agents who were caught guilty of the same thing but denied the actions... i was the only one who was brave enough to take the blame.... however apologetic and sincere... i was given another chance.. and the rest is history...
it pays to be like don quixote....."honesty is more effective than dishonest scheming"
there are mortal sins that CCA needs to avoid.
first: no sleeping during calls.. if caught , that would be automatic corrective action.
second: never put the caller on hold for long minutes. it's bad customer impact.
third: avoid more than 5 minutes idle time. it keeps away the callers..
and lastly: do not release a call..!
so sure i am that they are mortal sins for CCA's... and it's because....i had committed all items....guilty beyond reasonable doubt..it happened when i was so new on the industry and still unsure of the process...my TL had monitored some my calls which fell under the category of mortal sins.. it was a big deal...i was given a final written warning...leading to termination... the upper management had a meeting regarding my status.. i knew then that it will be the end of my call center career because i have committed a mortal sin..."RELEASING A CALL"... only one thing saved me... integrity.
when my TL asked me if i actually did it in purpose... i admitted the wrong action right away.. i said i deliberately released the call because i was so afraid i wasnt of help to the caller...
our company honors honesty... there were some agents who were caught guilty of the same thing but denied the actions... i was the only one who was brave enough to take the blame.... however apologetic and sincere... i was given another chance.. and the rest is history...
it pays to be like don quixote....."honesty is more effective than dishonest scheming"
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