Magellan Inbound Call Center

by Arthur Kevin Rabago

We now come to the final part of the series aptly titled “The Zen of Call Center Success.”

My favorite definition of Zen is this – A total state of focus incorporating togetherness of body and mind.

Zen is a way of being. It is also a state of mind. Zen involves dropping illusions and seeing things without distortion created by your own thoughts.

Surprisingly, one can incorporate Zen in their quest for a successful call center career. Here are Zen principles that most successful call professionals internalize:

Learn
Empty your cup so that it can be filled. How can you fill your cup if it’s not empty? The same goes with your call center career. Get rid of all preconceived notions and ideas. Be an empty vessel, and allow new knowledge to flow into your being.

Being receptive opens the path to continuous learning and improvement, freeing us from the confines of limited knowledge.

Tranquility
Before coming to work, empty your mind of all distractions. Leave your concerns outside the door and focus on the now. “Dump the junk” to free your mind. With a tranquil mind, your goals become clear and your actions will be defined.

Adaptability
Moving, be like water. Still, be like a mirror. Respond like an echo. Be like water; water has form and yet it has no form. It is the softest element on earth, yet it penetrates the hardest rock.

It has no shape of its own yet it can take any shape in which it is placed. In a cup, it becomes the shape of the cup. In a vase, it takes the shape of the vase and curls about the stems of flowers.

Observe the adaptability of water. If you squeeze it fast, the water will flow out quickly. If you squeeze it slowly, it will come out slowly.

Water can be liquid, steam, or ice.

Be flexible and be open to change, adapt to your environment, let your call go with the flow – and you shall prevail.

Technique
There are not more than five cardinal tastes, yet their combination is endless.

There are but eight notes – but there are infinite ways they can be melded and blended.

Each call you receive or make is different from the ones you had before – learn to adapt and use different techniques combining your skills and experience to ensure a successful call.

Zen is a matter of one’s state of mind, which could steer someone towards failure or guide them to success.

Maintaining a positive and successful outlook in life and in one’s work will ensure their success.

So in closing, do you want to be an epic fail, or an awesome pro?

The choice is yours.

by Arthur Kevin Rabago

After rebooting your résumé (finally getting the attention of the call centers) and surviving the interview process, you have finally landed a call center job. Then what?

In this installment, we will discuss and simplify the call handling process if you are assigned to the service that handles inbound calls.

How you handle these calls spells a difference between an irate and a satisfied caller.  In this article, we will discuss the WASP method in handling inbound calls.

WASP stands for:

W – Welcome, A- Ask, S – Supply, and P –Part. Here’s how you do it:

W = Welcome
*Greet the caller properly
*Introduce yourself

A- Ask = Collect Information
*Ask questions
*Probe on what the caller needs
*Observe the caller’s reaction

S – Supply = Give Information
*Give the appropriate response (based on the established call flow procedure)
*Try to answer the caller’s concerns
*Provide the information the caller needs
*Empathize with the caller (if necessary)
*Escalate the call, if you cannot resolve the issue in your own

P -Part – Close the call
*Ask the caller if you have resolved his/her query
*Inquire if he/she needs anything else
*Close the call- confident that you have made another caller happy

Hope this helps.

Stay tuned, the next installment will be “A Survival Guide for the Outbound Call Center Agent“

by Arthur Kevin Rabago

Some job seekers think that they meet the minimum requirements for the job. The reality is – They may need some improvement in some areas. In this installment, we will analyze a typical call center job ad and discuss what call centers are looking for in candidates. Let’s look at a typical ad:

Call Center Agent

Requirements:
Excellent command of the English language
Aggressive or strong personality
Strong tolerance to stress and pressure
Flexible in terms of work schedule

Now, let us discuss what kind of message the call centers want to convey in the ad:

1) “Excellent command of the English language” – Call centers are not just looking for candidates who can speak and write English. They are looking for people who have great verbal and written english communication skills. Job seekers must have excellent grammar, great voice quality, impeccable spelling skills, as well as the ability to convey their thoughts articulately (both verbally, and in writing).

Knowing how to speak in English is not enough. Candidates must show language mastery.

2) “Aggressive or strong personality”  – Call centers are all about KPIs (Key Performance Indicators) and KRAs (Key Result Areas). Your targets may be based on sales, average call handling time, accuracy of information among other things. Successful call center professionals have that go-getter attitude. They walk the extra mile and have a “never say die” attitude when it comes to accomplishing their tasks.

Aggressive call center professionals push themselves to the limit. They exert their best effort all the time.

3) “Strong tolerance to stress and pressure” – A call center career is not for the faint of heart. There will be instances in the day when they encounter rude and unreasonable callers. If one wants to be a great call center professional, he or she must have a strong tolerance to stress, maintain their cool and composure amidst a pressure, and to meet their targets in spite of these obstacles.

4) “Flexible in terms of work schedule” – Working in a call center is not a bed of roses. Not everyone is cut-out to become one. It might even require work during weekends or holidays, and on shifting schedules. Believe it or not: Some people prefer this setup. As long as the candidate is open minded, and can adapt quickly to flexible work schedules, then there is a bright future ahead of him or her in this field.

Sometimes, it pays to do research, and read between the lines when looking at the job ads. They will help you find the best match for your skills and preferences, ensuring a successful career in the call center industry.

by Arthur Kevin Rabago

In the fast moving world of the call center industry – many agents now have a fear that their constant hopping from one call center to another call center may affect their chances of career growth based on the employers’ opinions regarding career “butterflies.”

The truth of the matter is – not everyone is lucky enough to land their “perfect job” on the first try. It is a matter of luck – and a period of trial and error before you can land a career that best fits your skills and interests.

There are two schools of thought on this issue. On the one hand, some employers view candidates who frequently change jobs as an indicator of a candidate’s instability or incompetence. On the other hand, frequent job changes can also demonstrate ambition and achievement (the person is so good that he got “pirated” by the competition).

In my opinion, it is important for all call center professionals who experienced this to take a step back and look at whether each job change in their call center career indicate they are becoming better or have sought out greater challenges.

Companies often do a background check on their candidates’ past companies, contributions and performance level – to shed light on an applicant’s potential value to their company (who is planning to take the risk of hiring a potentially unstable candidate).

The other side of the coin shows the many reasons that could motivate an individual to change call center jobs, some of which are beyond their control (company closed down, expectations were mismanaged, zero growth, etc).

In addition, longevity in a company does not always equate to stability and competence (i.e. employee Y has stayed with company X for a period of 5 years but has shown no growth, or contributed anything to the organization during that time).

In the end, don’t let constant career moves dampen your enthusiasm. Call center careers can be comparable to relationships – it’s not a matter of who you met first but a matter of finding the right one for you.

by Arthur Kevin Rabago

Fresh college graduates are often clueless on how the real-world call center industry works.

Call center services can be diverse – they can range from 1. Back-office support, 2. Technical Support, 3. Inbound Sales, 4. Outbound Sales, 5. Technical Recruitment, 6. IP Relay, 7. Voice Transcription, 8. Directory Assistance – and many more. The list can be longer with new and innovative outsourced services being introduced by providers.

If the current educational programs are ineffective in retooling or improving workforce value, the call centers and the academe should form partnerships to create a program designed to keep track of a graduate’s training and career advancement – from college and all throughout their career.

In my opinion, Industry-Academic partnership can help in building a better Call Center workforce. In one of my previous work assignments, I helped forge ties between several prestigious schools and my company. Our partnership would focus on providing training, internships, and knowledge transfer to the student. The schools would then provide us with their best and most promising students to train, offering us an edge over the competition because we were recruiting the finest students in the program.

Most schools have curricula that are considered outdated or that fail to teach their graduates the skills demanded by the job market. An Industry-Academic partnership is mutually beneficial to both parties because it exposes colleges and universities to the latest call center trends. Through this, they get the right feedback from industry peers, making their curriculum attuned to the times. This produces professionals with competitive call center skills.

Ultimately, the industry will benefit from this on a long-term. Schools will be producing graduates with skills the industry requires, and will need little training to get them up to speed. Students will also learn corporate values early in their studies, preparing them for the challenges ahead.

by Arthur Kevin Rabago

Two woodcutters happened to be working near each other in the forest one day.

While they were both about the same age, one woodcutter was much smaller than the other one. But they both were strong and experienced.

In between, they took a 15-minute break for every two hours they worked.

As the sun was setting and the day’s work was nearing an end, the bigger woodcutter noticed that the smaller woodcutter had chopped more wood than he did.

Bewildered, the bigger woodcutter exclaimed “I’m bigger than you, and we worked in the same amount of time – how come you have accomplished a lot more work than I did?”

“Simple,” said the smaller woodcutter. “Whenever I rest, I take the time to sharpen my axe.”

This story conveys the message that we can never expect to perform at our peak level, day after day, year after year, without honing our personal and business axes and saws on a regular basis.

If we continue cutting the wood of life day after day without sharpening our skills, someone else or some other company will outperform us.

The work in an inbound and outbound call center is evolving. Continuous Improvement is the name of the game if we want to be “cutting edge” in everything we do. Let us keep our saws and axes sharp at all times.

by Arthur Kevin Rabago

The purpose of an interview is to gather as much information as possible about an applicant. Call centers and BPO companies interview hundreds of applicants in a week on average for different positions. Their job is to ensure they are attracting top candidates.

Any information gathered from an interview can be used to assess if and where the person will fit into the company, whether the person seems to have an affinity for the type of work he/she will be expected to do, and, perhaps most important, how the applicant will perform in the future. It is important to frame questions so that the answers are measurable in terms of the company’s needs. Here are some suggestions:

1. Open-ended Questions. This type of question, intended to allow the applicant to do most of the talking, draws out attitudes and information.

2. Probing Questions. This type of question, which also allows the applicant to do the talking, is intended to clarify facts and attitudes.

3. Close-ended Questions. Questions that are phrased to evoke ‘yes’ or ‘no’ answers should not dominate the interview.

4. Past Performance or Behavioral Questions. One way to learn about a candidate’s abilities or how they will perform in the future is to ask how the candidate has handled various types of situations in the past or how they would handle a hypothetical situation. The position for which candidates are being interviewed will influence the questions that will be asked.

On the other end, high-profile candidates could also turn the tables on potential employers by asking them questions like:

1.) Why should I bring my business/life experience to your company?
2.) Where will your business be 5 years from now, and what role do you see me playing in it?
3.) What can your company offer me for personal and professional growth?

Interviews are a two-way street. If you ask intelligent questions, your potential employer will see a confident and knowledgeable individual that is more than just a “yes” man. And candidates will be able to gauge if the company they are considering will nurture their careers. Customer service call centers are always on a lookout for fresh talent – people who are proactive, responsive to change and flexible.

The purpose of an interview is to gather as much information as possible about an applicant. Call centers and BPO companies interview hundreds of applicants in a week on average for different positions. Their job is to ensure they are attracting top candidates.

Any information gathered from an interview can be used to assess if and where the person will fit into the company, whether the person seems to have an affinity for the type of work he/she will be expected to do, and, perhaps most important, how the applicant will perform in the future. It is important to frame questions so that the answers are measurable in terms of the company’s needs. Here are some suggestions:

1. Open-ended Questions. This type of question, intended to allow the applicant to do most of the talking, draws out attitudes and information.

2. Probing Questions. This type of question, which also allows the applicant to do the talking, is intended to clarify facts and attitudes.

3. Close-ended Questions. Questions that are phrased to evoke ‘yes’ or ‘no’ answers should not dominate the interview.

4. Past Performance or Behavioral Questions. One way to learn about a candidate’s abilities or how they will perform in the future is to ask how the candidate has handled various types of situations in the past or how they would handle a hypothetical situation. The position for which candidates are being interviewed will influence the questions that will be asked.

On the other end, high-profile candidates could also turn the tables on potential employers by asking them questions like:

1.) Why should I bring my business/life experience to your company?
2.) Where will your business be 5 years from now, and what role do you see me playing in it?
3.) What can your company offer me for personal and professional growth?

Interviews are a two-way street. If you ask intelligent questions, your potential employer will see a confident and knowledgeable individual that is more than just a “yes” man. And candidates will be able to gauge if the company they are considering will nurture their careers. Customer service call centers are always on a lookout for fresh talent – people who are proactive, responsive to change and flexible.

There’s nothing quite like having a web site that does its job so perfectly.

A prospect visits your online store one day, looks at your offers, decides to register and checks out an item. The prospect calls your customer service the next day to clarify some issues, is greeted by a warm and knowledgeable agent answering all questions, and feels satisfied with the service. The next thing you know, this prospect tells a community of friends that there is a “cool” web site that provides excellent offerings.

Web-based retailers have been using their online presence to register strong business growth. Their trade secret: Create an engaging customer experience even with the complexities of the web. There are entrepreneurs who simply wanted nothing but a fancy web site, with some pages and pretty photos, that’s all. Managing an online business is more than just virtual existence. It should be proactive. It should be comprehensive. It is easy to use. It is functional.

With all these premises in mind, it is possible for small and medium enterprises with online presence to gain market share only if they view customer service as a lifeline.

Here are some strategies you can now employ in improving customer service on the web:

Build your credibility with “live” agents. Online presence does not have to be cold, impersonal, and detached from the rest of your marketing. Tell your customers that there are real human beings on the other line waiting for them to take in their questions and answer them. Be creative. Inbound call centers are there to serve.

Provide pertinent information. Your web site operates 24/7/365. This is the place where you need to be more comprehensive by providing your selling policies, shipping, costs, delivery, refund guidelines, contact us forms and many more. They are used as future references by visitors.

Seek more customer feedback. Small businesses have a tendency to turn laidback once they see results in their endeavor. It is advisable to ask comments and feedback from your customers as often as you can. Some web sites ask visitors to fill in their quick survey on their quality of service and site’s usability.

Conduct usability tests to ensure the site’s effectiveness. Doing small changes in the web site may help in the ease of use. However, analyze your proposed changes carefully before implementing them. There are cases when visitors liked the previous position of your navigation bars or your Contact Us link on top of the page not on the sidebar.

The online retailing market has been growing exponentially across the globe. The US Commerce Department says that e-commerce grew 14.3% in the first quarter of the year with the web growing four times faster than stores. That said, working with an inbound call center to handle customer concerns has never become more vital in pushing more sales.

Customer service on the web is possible, if not more geared up because of its 24/7 + 365 capabilities.

However, many small businesses with an e-commerce web site are still floundering whether they are doing it correctly or not.

While your inbound call center is buzzing with calls, the online business must be properly fueled to serve customers who prefer using your web site for product purchases.

If you are selling on the web, here are some of the things you need to remember or refresh:

1.    Telephone numbers (we recommend 1 800 numbers) should be highly visible in the home page and possibly in ALL pages. Customers cannot miss them.

2.    Live chat should be working and be manned by one of your inbound call center agents. If a customer is in middle of a research, it would be good to help him or her through the buying process especially that live chats can be opened as a separate window.

3.    Indicate your office hours. Let the customers know your schedules especially during holidays and vacations. If customers are expecting answers within a specific timeframe, they will have an idea how soon they can expect a feedback.

4.    Great and persuasive call to action statements hyperlinked to your Contact Us page for easy contact. Even if your Contact Us is a mail-to form, it is wise to indicate your e-mail address.

5.    Update your product offers. If your web site is an e-commerce type, make sure that the status of a particular item is updated. If the item is out of stock and sold out, update that part ASAP. This is where complaints occur if the customer finds it and confirms to your call center.

6.    Have a quick and easy check out process. No long and complex steps to follow. Keep it short and simple.

7.    Send notification e-mails. Update your customers through e-mail confirming your receipt of their payment or status of delivery.

8.    Immediate shipment. Deliver in 3 to 5 business days if possible. If delivery has a slight delay, offer something like a free item of the same or lower price.

9.    Clear returns policy. Be explicit about indicating your company’s guidelines on returned items.

10.    Privacy policy. It should be found as one of the footer links in your web site.

It is the ultimate goal of small business owners to adequately serve customers and knowing how positive they are with the product or service offers. There is a renewed sense of energy that drives us to move our enterprise a notch higher and we may need professional assistance to achieve this. To serve your customers powerfully, consider 2 choices: Setting up or outsourcing your online customer service to an inbound call center.