http://www.callcentrevoice.com/latest.asp Latest Call Centre Posts on CallCentreVoice en-GB http://www.callcentrevoice.com/vpost_6834_24380.htm Ahh, I ahve checked our system and all our equipement is working fine, the problem must be your end, I suggest you contact your locel electricity board. Thank you for calling have a nice day (A part of topic: How many agents does it take to change a lightbulb?) http://www.callcentrevoice.com/vpost_6834_24379.htm "...your call is important to us. Please stay on the line and..." (A part of topic: How many agents does it take to change a lightbulb?) http://www.callcentrevoice.com/vpost_6837_24378.htm That is grossly unfair. For the case u mentioned below, if a customer called you being unhappy about a particular service like the cable issue u were talkin about, upselling or cross selling something to him is the last thing u are supposed to do. Being marked a zero for that is unbelievableSorry to say but if thats the case the moderators assesing you need some homework themselves.What they are doing is simply working on rote. They need to understand what needs to be done and when.All i can say is, dont get dejected, u have done nothing wrong, speak to your management and prove your point, if u want our call center gurus to go and ... (A part of topic: The Power of Zero) http://www.callcentrevoice.com/vpost_6853_24377.htm Being on the receiving end of many collections calls, I can offer you my own insight. I hope you haven't been calling me, because I should not want to aid the enemy!Automated messages are very likely to be ignored, for several reasons. First, most of the auto-messages I receive are not correctly triggered to wait for the beep. What I get is "8967. Please call us back and reference that case number." Makes returning the call pretty much impossible. Issue two: the impersonal and unemotional message is very easy to dismiss, as it does not convey any sense of urgency.On the other hand, personal messages may swing the other way. A... (A part of topic: Answer machine response rates - manual messages v's played messages) http://www.callcentrevoice.com/vpost_6837_24376.htm Details: I work inbound tech support at an outsourcer for a cable service provider. I provide assistance with internet, cable telephone, billing, product inquiries, and sometimes cable tv tech. What began as a client initiative to have agents ABLE to upsell the phone service when the customer asked, to be familiar with the product to answer questions, and to notify customers that the servce is available... well, a year later, the whole thing has turned into a massive mess. Technical support agents are being told to upsell in all circumstances, unless the service is not available in that area. How would you like to told to do thi... (A part of topic: The Power of Zero) http://www.callcentrevoice.com/vpost_6854_24375.htm Should be a good weekend. My daughter celebrates her first communion on Sunday. So in the tradditional way we are having a party!!!!Friends and family start arriving Saturday lunchtime, the beer gets opened very shortly afterwards. Try and look sober Sunday morning in church, then start again on Sunday afternoon. When the second crowd turn up.NOT looking forward to Monday. But hey ho, show will only have a first communion once. (A part of topic: The weekend is here :)) http://www.callcentrevoice.com/vpost_6831_24374.htm hipiyush - did u find my question boring ?? nt heard frm u ;) (A part of topic: Shrinkage) http://www.callcentrevoice.com/vpost_6698_24373.htm Just stay away from Noble Systems. (A part of topic: Dialers (Avaya, Amcat and i3)) http://www.callcentrevoice.com/vpost_6844_24372.htm Guys,I still am having trouble with this anyone able to give me some pointers? (A part of topic: Blue Pumpkin Automatic Holiday Assignment) http://www.callcentrevoice.com/vpost_6853_24371.htm Hello everyoneIn a Collections based call centre (ideally). Has anybody done any testing/MI to compare the different customer response rates to manually left outbound answer machine messages v's played messages via the dialler. Our 'played message' does not specify the custome name - e.g. 'please call us on xxx between xx'. It is a general assumption that by leaving a manual message (allowing the dialler to pass answer machines to the agent) then you can address to the actual customer by name - therefore you wil get a better response. What I need to know is whether a) you do actually get a better response and b) assuming you do - do... (A part of topic: Answer machine response rates - manual messages v's played messages)