Tales From The Cube

There are a lot of call centres that handle an unusual assortment of calls. These range from things like whoopee cushions to specialized services for the hearing impaired. This short episode takes a dip into this topic; there is not a lot of in-depth insight here. It's more of a (Did you know?) topic. Enjoy, and let me know if you have

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 du...

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.html Starter Story How Much Does It Cost to Rent Office Space For My Business? USA costs are cove...

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 ass...

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 correcti...

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...

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...

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...

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/TlXb...

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 cente...

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, her...

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/...

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.