Question: We run an outbound call centre that contacts prospective customers to switch their spend from their current providers to our company. At present the sales advisors are paid a salary on or just above the marketplace value, with a commission structure that pays from first sale. This then has the benefit for all staff that they are paid a commission whether they deliver target or not. (Read more…)

Question:  I am a call centre customer and the world’s worst phone rager.   Most of the time my anger is justified but I just don’t know how to stay calm on the phone.  Whilst you advise call centre operators how to deal with “difficult people” like myself – (away from the phone I am described as very laid back)  I would like advice from my perspective. Do you have any ideas please ? (Read more…)

Question: I recently took over a bureau with 20 agents and a key client with high service levels agreements (SLAs).

The directors keep winning more and more business, resulting in the degradation of these key KPIs and I am getting the blame. I only have a small team and we have been at full stretch.

Help – I need advice on how to tackle them. (Read more…)

Question: I’m an advisor working in a contact centre, and I’m getting increasingly concerned about the poor level of staff/manager interaction that exists in my firm as it goes through a considerable revamp. (Read more…)

Question: How does one deal with an agent whose personality has changed dramatically over the past two months?

One of my team has been suffering a great deal of stress recently at home, and it’s having a marked effect on her work – particularly on the way she deals with customers. (Read more…)

Question: Do duvet days work?

We’re having a problem with absence in our contact centre. It’s not long-term sickness that’s the issue – rather people who call in sick for the day an hour or half an hour before their shift is due to start. (Read more…)

Question: What kind of questions should I ask when interviewing potential agents for an inbound sales call centre environment? Bearing in mind that I’m trying to find people who are sales oriented, should I focus on their sales technique or also try to ascertain their general customer service skills? Is there any way of bringing these two together in a simple set of open-ended questions? And what kind of responses should I look for from ideal candidates? (Read more…)

Question: I am a call centre operator answering repetitive direct inquiries calls. I sometimes lose my concentration and find it hard to stay focused! I would appreciate it greatly if you could please give me some advice or some techniques that could remedy my problem. (Read more…)

Question: Our organisation has an HR policy offering six-month sabbaticals to staff that have been with the company for longer than ten years. We’ve one senior manager in our call centre who would like to take advantage of this. (Read more…)

Question: Do you think there’s value in undertaking 360 degree annual reviews? I’m always looking for new ways of increasing morale and productivity in our call centre, and having read a couple of articles recently on 360 degree reviews, I’m wondering whether they could work effectively in our business too. (Read more…)