CRM and ERP News

It’s been 3 months and my work to merge employees of different profiles has been difficult.  Can you imagine working with a group of managers that think they contribute more to the company than anyone else?  They both take pride in their work but you just can’t compare apples and oranges.

How interesting is it that as I think of the next line, I see Dan Brown’s Angels & Demons.  I would say it’s typical for agents or team leaders perceive trainers as angels and quality personnel as demons.  I’ve managed to change that perception at work, but not entirely.  Let’s say I’m taking advantage of trainers to help in getting the quality folks some good publicity.  A little bit more push for agents to trust them.

True enough some teams (trainers and quality personnel) have always worked together.  They prove that merging as a team has its benefits.  Operations are more receptive.  I use them as examples to fully integrate the two departments.

It’s been a great year for me and yet another one to add to my experience in the industry.

I was given a chance to write for a great blog network, thank you Tim Stay for introducing me to Know More Media.  Since I started blogging, despite of my hectic and erratic schedule, I’ve loved every minute of it and still loving it.  It has given me a chance to fulfill one of my dreams – to be a writer and be heard.  Thanks to all the readers who dropped by, shared their thoughts and still reading.

I had the opportunity to travel to Australia, to learn the aviation industry.  Met a lot of people and learned to live and breathe their culture.  I traveled for business but came back home to gain a new best friend.  The challenge of focusing on a project that was considered to be “gold” and taking care of a department while I was out of the country was rewarding.  Pressure was intense and the expectations were very high.  Working with a company that took customer satisfaction to a higher level was priceless.

Christmas is definitely a season when a call center gets more than a fair share of call types.  Situations are either interesting, funny, emotional, stressful, frustrating, and overrated.

Inquiries on Purchases & Deliveries
It’s gift giving season! Ordering online or through the phone is very convenient for a lot of people.  About 2-3 weeks before the big day, call volumes increase and agents usually anticipate the customer’s inquiry.  Veterans would breeze through each call, making it possible for more calls to be answered.  People will be calling in to check prices, availability of the product and delivery options.

Complaints & Favors
I’ve heard people cry and beg on the phones and tried convincing agents to bend the rules because it was the holidays.  Stories such as getting the gift on time because it was going to be the last time her dad was going to spend Christmas with the family; increasing credit limits and promise to pay a higher finance charge as long as it’s approved; asking for discounts or adding freebies to their orders.  Complaints are usually higher during the holiday season and the agents feel the stress due to high demands of the customer.

Let's laugh today, shall we?  Enjoy!

A Telemarketing Technique
Contributed by Daddy Mike 

TSR: Good day Sir!
Furious Customer: Why are you calling me?! Stop calling me!
This is where the customer keeps on babbling, perhaps stating the reasons why telemarketers should stop calling.
TSR: Sir, stop.  My nose is bleeding! Help! Help!
Lo and behold, the customer calms down, saying "Oh dear! Oh my!"
TSR: Anyway, the reason for my call is.....

The Daily Grind in Tech Support
By Legion of Doom

Tech support: Okay Bob, let's press the control and escape keys at the same time. That brings up a task list in the middle of the screen. Now type the letter "P" to bring up the Program Manager.
Customer: I don't have a P.
Tech support: On your keyboard, Bob.
Customer: What do you mean?
Tech support: "P".....on your keyboard Bob.
Customer: I'M NOT GOING TO DO THAT!

Tech support: What's on your monitor now, ma'am?
Customer: A teddy bear my boyfriend bought for me.

Customer: I can't get on the Internet.
Tech support: Are you sure you used the right password?
Customer: Yes, I'm sure.  I saw my colleague do it.
Tech support:  Can you tell me what the password was?
Customer: Five stars.

Guess what!  There is a list out there of audio phone calls that a typical tech support agent receives.  The Disgruntled Tech's Tech Support Calls website is funny, rather educational and well...amusing.  Do take note that some calls might just a bit too much for an average person.