Tales From The Cube

In this episode I cover two topics. Cookie-cutter call centres and temporary workers.There is a significant rise in the number of temp workers working in call centres and many call centres use a cookie-cutter model. Both are not wrong in of themselves. However, there are some risks along with the benefits. In this episode these are explored.

This episode is about scheduling models, how they work, and what types of call centres and agents might benefit from their implementation.

Have you ever had to do a happy dance before your shift, attended weird meetings where you had to do chants, or gotten a chocolate bar for hitting a target?Some call centres are managed very well, and others are managed in bizarre ways, with managers asking staff to do stupid things and adhere to rules that do not make any sense. This is the topic for todays episode. I have had to do some very dumb things, like attend a meeting where a manager stood on a desk and yelled, What horse are you riding on? I have been forced to stand for an hour or so because we failed as a team to make a sales quota. Yes, I have been given trivial gifts like a chocolate bar for making a set number of sales. So trust me when I say these and other things mentioned in the episode are true. So let's dive in and learn what not to do when managing staff in a centre. This is EP25006, Bizarre Manager Tactics.

Having fun at work is normal. In any workplace but, in call centres especially, having fun on the job is a healthy exercise.In this episode, I go over some ideas about having fun on the job and how doing so is a positive step to help build teamwork, and positively impact the workspace.

This episode explores the challenges facing operators of call centres worldwide regarding tariffs.

The last in the series, this episode briefly explores renting space and building a call centre or buying space and building from the ground up.I sourced much of the material for these episodes from the following articles.Nextiva Cost of building a center https://www.nextiva.com/blog/call-center-cost.htmlStarter Story How Much Does It Cost to Rent Office Space For My Business? USA costs are covered here. https://www.starterstory.com/office-space-costsAnd Time Doctor has an article about starting a virtual center. https://www.timedoctor.com/blog/how-much-does-it-cost-to-start-a-virtual-call-center-business/#:~:text=Starting%20a%20virtual%20call%20center,software%20fees%20is%20per%20userThanks for listening see you in the next episode.

Part 2 of the series, Starting a Call Centre. This talk is about starting a virtual call centre. The things needed to set one up and what a person would face building out such a centre.

This is a series of episodes speaking to starting up a call centre from the ground up.

This short episode features a special redo version of A Visit From Saint Nicholas, or more well known as the Night Before Christmas. It has a twist as it is based on the call centre theme. In 1990, I enrolled and took Radio Broadcasting at Mohawk College, part of the course requirement was to write and record this classic poem in a more modern way. To say the least, I did not do well with this assignment. So this version today is also a long overdo make - up and is also dedicated to Mr. Brian Bolt, our main course instructor. Merry Christmas / Happy Holidays

Corrective actions are intended to enhance performance and correct mistakes made by staff. They can be used to induce positive behavior and adherence to best practices and compliance. However, when they are overused or improperly used, this tool can damage the morale and the image of a call centre. In this episode, the conversation is about how to avoid making the mistake of over usage of corrective actions and what can happen when they are overused.

Call centres are critical to many companies as they provide a critical link between companies and their clients. Whether they are business clients or consumers. However, there is a dark view among many. Often, call centres are seen as dingy sweatshops with row after row of cubicles. In this episode, I discuss how to avoid and what makes a call centre more like the dreaded sweatshop.

In this episode, I explain what a Call Centre Analyst does and what it takes to do the job. Typically, they work in the background, analyzing data and creating reports for managers. They look at all the things that may affect how the campaign is working. From how the training is done to what tech and tools are used, these professionals offer managers insights and suggestions to better the service for customers and improve workflows for the staff.

This short episode features some tips for avoiding awkward conversations with colleagues in call centres. These tips can also apply to any workplace. But, call centres present a unique challenge as they are open - concept spaces and many people working in them have diverse backgrounds and issues that manifest themselves in the environment. We want to be kind and professional, but also firm in our approach to conversations that are not welcome in any workplace, especially call centeres. You will notice a lot more video podcasts coming your way as I post not only here on Anchor and Spotify, but also on YouTube at https://www.youtube.com/channel/UCOMoQsP2au_qvyBAKFPNGeg.

This episode is about training and what to expect during the training and onboarding experience.

This episode is about handling calls that are very difficult in nature. Centre staff today have seen a significant rise in bad behavior on calls from customers. Ranging from screaming to asking inappropriate questions, to racist taunts and threats. Traditionally, the call centre industry has done poorly when it comes to dealing with bad attitudes from customers. This changing, and in this episode I go into what is considered bad behavior on a call and how it should be addressed.

Recently I had to take some time away due to medical and also the death of my wife. I am now restarting to add new content to all my channels, I wanted to start with a bit of an experiment, a video podcast, which will also be posted on YouTube. The idea drives new people to the page and the podcast. Let me know what you think by commenting on the YouTube Channel via this link https://youtu.be/TlXbPHRJqQ4

This episode features actual questions that are funny and a bit off the wall. Also, I explain how you should handle them. Welcome to SEASON 3

This is a short introduction to season 3.

This episode explores ideas for making Christmas and New Year's Eve more fun and easy for staff working in call centers during the holidays.

Call center staff are tasked with a variety of call types. Sales tech support and other account management-type calls. They also deal with many types of customers. One of those is known as the Tin Foil Hatter. Separate from mental health issues or possibly due to mental health issues, the callers often call and tout ideas and theories that are outlandish. These kinds of nuisance calls to the center make the job hard to do, which I address in this episode. There are real issues with account and device security, and there is a need to try to help a person who appears to be mentally ill or has a mental disability. At the same time, there needs to be a clear path to getting nuisance callers cleared off the line so we can deal with what we are there to deal with. Calls that are in our scope.

This episode touches on dating and does also touch on the subject of sexual activity. Listener discretion is advised. Some dos and don'ts about close encounters of the employee kind are discussed in this episode. Getting jiggy with a colleague is not bad, but it can get you into hot water and even fired. So here are some pro tips to help you navigate this so things don't go blam. Also, here are two articles that may help you along the way. Let's Get On: The Basics of Workplace Dating and Office Romance. / Employment / By Roberto Henriquez https://mmhlabourlaw.ca/workplace-dating-office-romance/#:~:text=Neither%20the%20Employment%20Standards%20Act,relationships%20are%20entirely%20%E2%80%9Callowed%E2%80%9D. Do's 12 Do’s & Don'ts I Learned From Dating A Coworker By TIS LEIGH | SATURDAY, DECEMBER 12, 2020 ⁠https://thefinancialdiet.com/12-dos-donts-learned-dating-coworker/⁠ TsfO3CQ9kuHx7IOm1uWn

In this episode, some of the funnier calls that I get and, generally, are received in call centers are the subject. Besides what is discussed in this episode, I am including some links here in the show notes to sites where some hilarious calls are shared. https://www.ups.com/ca/en/support/shipping-support/shipping-special-care-regulated-items/prohibited-items.page https://www.callcentrehelper.com/funny-customer-service-stories-make-chuckle-147152.htm https://www.funny-jokes.com/funny-support-calls

This episode features a talk about call avoidance. In it, we look at what it is, the root causes, and steps to resolve it.

This is the second of two episodes about how quality works in a call center. This talk outlines what a Quality evaluator does and why they do it.

Quality starts with the recording of a call. Every time you dial into or get a call from a call center, you should know at one point, the call may be recorded for quality and training. Specific laws in the US and Canada govern how calls are to be recorded. Canada has PIPEDA, The Personal Information Protection and Electronic Documents Act (PIPEDA), and in the US, each state has its own rules regarding the concept of call recording. The first step in the quality process is the recording. In this episode, I explain how this is to be set up and what the rules are. Here are some resources you can look at to help you understand how recording calls works in Canada and the US. PIPEDA https://www.priv.gc.ca/en/privacy-topics/privacy-laws-in-canada/the-personal-information-protection-and-electronic-documents-act-pipeda/ Enzuzo.com Penalties for Noncompliance With PIPEDA & How Its Enforced Osman Husain 2/12/23 https://www.enzuzo.com/blog/pipeda-penalties-enforcement#:~:text=At%20this%20time%2C%20businesses%20and,is%20aggressive%20in%20its%20investigations. Mindsight This Call May Be Monitored Or Recorded – Legal Or Not? October 2, 2018, by Siobhan Climer https://gomindsight.com/insights/blog/this-call-may-be-monitored-or-recorded-legal/

Most call centers do not have a union in them. Generally speaking, employers and some staff prefer not to have them on site. In this episode, I explain the rules and things one can expect during and after a vote to certify. Be advised that I am not suggesting one does or does not join a union. These are the facts; you need to make informed decisions before finalizing your choice. That is what this episode is intended to do.

We all have an opinion about our boss and company. It is normal not to be happy with a policy or a corrective action. How you give feedback is very important. Managers and other senior leaders in companies are highly sensitive to employee pushback. In a lot of call centers, management hates employee pushback. That is changing, but it is taking time. In this episode, I dive in and offer some tips for feedback to the managers in your center or for any job.

What do T1, 2, and 3 do in tech support? I explore this edition of the podcast. I also tackle the recent uptick in angry customer interactions with a message about the importance of being respectful on the call.

We cannot ignore the reality that AI is everywhere. Even in Call Centers, AI is having an impact. Good or bad whichever way you see it the fact remains that AI is changing the job and in this episode, I speak about AI and its benefits and drawbacks.

A CRM tool is software that helps you manage the customer relationship. In this episode I give a very basic idea of what a CRM is does and how to use it.

Premium rate, premium service, or 900 numbers. Whichever way you slice it, they are where billable services like adult chat lines, tarot reading, and special services, including tech support, are offered for a price, a very hefty one too. Back in the 80s and 90s, 900 numbers generated huge profits for companies and people. Some still exist, but for the most part, billable offerings are offered on 800 numbers and are billed to a card, not your phone, with some exceptions. Listen here to find out more.

The Operations Manager is a pretty important person in the call center. They intersect with Team Leaders and Call Center Managers. They have to have a lot of skills to do the work. The biggest among them is a keen eye for detail and the ability to manage many systems, and they should also be people-centered. That is a lot to juggle in a day, but a good OM can and does do it. Learn more about the role and what I think OMs should have in the way of skillsets. There are also tips for staff who work for OMs in this episode. C. T.

Call centers are magnets for bullies. It's a very serious problem, and so is dealing with customers on calls who are bullies. This is a frank discussion about the problem and what can and should be done to address it. Guy Winch, Ph.D. Author The Squeaky Wheel is quoted in this episode. https://www.guywinch.com/ Blog post-Last Frontier Bullying in call centers

This episode is about humor on and off the call and some of the humor that you may encounter in a call center.

In this episode, I drop some tips about what you should and should not do on a call. From the Agent and customer side of the call. It's important to think about who you manage the call, whether you are the agent or the person calling. Below is the webpage I got most of the list from. It's called Helprace. https://site.helprace.com/blog/30-dos-and-donts-in-customer-service The article is 30 Do’s and Don’ts for Better Customer Service and is a blog post from Helprace.

In this episode I jump on the soapbox a bit and tackle customer satisfaction surveys.

This episode features a talk about call center terms that are commonly used. There is a blog that has 50 terms in it that relate to call centers the name of it is, VCC.live. here is the exact link. https://vcc.live/blog/call-center-terminologies/

In this episode, I explore the four types of customers that agents get on calls. They are as follows: The babbler, Relationship Oriented, Detail Oriented, and Opportunity customers. Each is unique, and we have to work with them in different ways. As I mentioned, in the podcast, there is a really great podcast out there called The Weirdest Thing I Learned This Week, created by Popular Science. This show explores some pretty wild facts.  Check them out at this link, https://podcasters.spotify.com/pod/show/popular-science.

Working from home has become a bit of a battleground, pitting employees against employers. In call centers, there is pushback being felt by managers as staff rail against the return to the office.  I discuss the issue in this episode of Tales From The Cube.

In this episode, I speak about telemarketing and how it works.

In the first of hopefully many podcasts this year I speak about the different types of Call centers that are out there.  Internal, external, in and outbound an of course specialty centers that handle just one kind of caller or business / consumer class.  

A brief history of how I got to where I am in the call center industry.

In this short episode I explain what the podcast will be about.  The topics that will be covered and the goal of the podcast.

This episode is the introduction to the podcast and what it is about.