Open Contribution Slots (May- Aug 2008)
Call Centre Helper is a weekly, online magazine aimed at giving call centre people up-to-the-minute advice on how to make their businesses work more effectively.
We are actively looking for editorial contribution with the following articles:
Questions and Answers
The quickest and easiest way to appear in Call Centre Helper is to respond to one of our reader questions. Answers are usually 200 - 400 words long and every answer is attributed with a name, photo and a link back to your web site.
Here are the current questions
1. “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.
My questions are:
Is it more beneficial to pay a lower Basic salary and a higher commission and what would the pro’s and cons be off this?
Is it more beneficial to pay a higher than market place basic salary with a low commission/no commission?
Is it more beneficial to pay Team Managers a monthly commission or End of year commission based on delivery and behaviours throughout the year?
Is it more beneficial to pay the sales operations managers a monthly commission or End of year commission based on delivery and behaviours?
Any advice gratefully accepted”
2. “I am a call centre customer and the worlds 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 ?”
3. “We run three call centres in the UK and with the economy getting tighter, we have been looking at the possibility of outsourcing our calls - either in the UK or to India. We are a bit worried about a customer backlash. Does anybody have any advice of what we need to do - or any experience of having done this themselves?”
4. ” I have recently set up my own outbound call center and all of my agents are inexperienced. I would like advice on how to train my agents so that they became the top agents in the industry. Can anyone help?
Call Centre Management
Best layout for a call centre - ideally with photos.
How to justify the case for more staff.
Call centre furniture - a comparison of the best desks and chairs.
Complaint Handling - How to get agents to own a complaint.
Customer Loyalty - practical steps to make it happen.
Homeworking - how to manage home based agents.
Call Centre Technology
Call centre technology features are only open to companies who advertise with Call Centre Helper.
- How Unified Communications can improve the Contact Centre
- The benefits of an IP Contact Centre
- Using Speech Analytics
- Improving productivity through desktop consolidation
- What’s new in the world of headsets
- Getting the best out of your CRM software solution
- Using technology to improve productivity
Call Centre Life
Show us yours - send in photos of your call centre
Call centre games
Call centre humour
How to put together your case for a salary increase.
NOTES FOR PRsIf you’re interested in preparing any particular feature please send us in a brief synopsis of how you can provide some real insight into the subject.
