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If everyone already knows about it then it can't be snitching right?

Not everything. Trust me, we are way ahead of you Robocops. Algorithms are made to be broken.

Good luck!! Go kill it... If you need anything just reach out.

Some companies do it better than others. I know some call center agents who love their job and have been there for years. Others have 50+% turn over and people don't stay for 3 months...... Businesses need to do better. 100%

@@CallCenterCrew Who in their mentally deranged mind loves that job?

Thank you Bryan. Many know it but few practice it. :)

We are aware of some very large, very forward thinking organizations that still use NPS and drive excellent results. With that being said, its not for every business and often times isn't deployed correctly resulting in poor outcomes. For the forward thinking organizations that you have seen, what are they moving to instead of NPS?

I agree it takes a toll and the good companies understand that and try to make the environment better. We also need to understand that every day we are "customers" that are calling into these places. Lets not make it hard on them :)

The customers definitely do suck.you couldn't pay me enough to work overtime in a call center.

@@CallCenterCrew they deserve to be treated like nothing.

@@Brando-wc8fz That's where we disagree. We have seen it work for both employee and customer.. There is a way.

Nadine, unfortunately some companies do make this job very hard and miserable as you state but there are many who value their call center agents and in many countries its valued as a very high and important role. Always striving to educate those companies who need to hear it. Thank you for your comment.

Exactly

@@CallCenterCrew It really depends on if the calls are back to back. If you get off a call and get another one right away for 8 straight hours ofcourse the employees are going to be miserable. It also makes the customers wait on hold longer which makes them unhappy too but call centers want their calls to be back to back so what can you do🤷‍♂️

​@@marlowstanfield6815 not a better picture has been painted than the one you just did with your comment. Unfortunately that is the reality and sad truth of call centers especially BPO's trying to squeeze every penny of profit margin they can. In my experience a good "utilization" rate is around 86-91%. That number will fluctuate throughout the day. This % will give the agents enough time in between calls to catch a breather and even check performance metrics and quality metrics. Would love to hear more about your experience. Thanks for sharing.

@@CallCenterCrew that is a complete lie. I doubt you even believe that lol.

Best of luck!

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Re-launch coming soon. We will make sure to cover this. Thank you

Talk Bpo Call Centres oh man this was 7 years ago. It was an old premise based IB dialer and I can’t remember the name off the top of my head. I will get back to you. Would love to sync up and learn more about your experience and what we have in common. Landon.rich@callcentercrew.com.

Orignal Fake sorry you feel that way. Title is not just for omnichannel itself but an omnichannel Call Center.

But I don't think you've talked anything about Omnichannel call center...... you have just talked about call center operations...

We define omnichannel inside of a call Center and discuss operation principles that translate into all call centers, including omnichannel. Thanks for the feedback

Thanks for such a philosophical definition and justification for the the title... You Won - Cheers

Thanks KatE.