Agent Productivity Platform Provider Knowlagent Receives ATA Technovation Award
Agent Productivity Platform Provider Knowlagent Receives ATA Technovation Award
Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, announced today that the company has received the American Teleservices Association Technovation Award for its Knowlagent 8.5 product.
Read more on Business Wire via Yahoo! Finance
Categories: Call Centers Tags: Agent, Award, Knowlagent, Platform, Productivity, provider, Receives, Technovation
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Becoming A Call Center Agent
Becoming A Call Center Agent
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Becoming A Call Center Agent
Posted: Mar 20, 2010 |
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At the present time there is an estimated “100,000 home-based phone representatives” employed throughout the United States. According to predictions made by the Gartner Group, it is believed that by the end of 2006 approximately ten percent of all call centers scattered throughout the United States will be relying on the skills and services of work at home call center agents for the widespread success of their businesses.
Call centers are becoming a bigger and better industry all of the time. They comprise a large percentage of the customer service work that many companies engage in. In a general way a call center refers to “a variety of actual business functions, ranging from call centers designed to handle customer calls, tech support systems, help desks, or even outbound customer call agents.” Call center agents (work at home or on site employees) are trained to manage many ‘call’-types, including regular telephone inquiries, faxes, e-mails and web requests.
Many call centers find that costs are lowered and the overall efficiency of a business is increased when work is “home sourced” out to work at home call center agents. Also referred to as “working remotely” these at home or remote agents often are more productive and happier and also report greater levels of job satisfaction than those who work in other capacities. Walking hand in hand with these positive characteristics is the fact that work at home call center agents tend to be loyal to their companies and not as likely to be jumping from job to job. In a lot of ways these agents get the best of both worlds- they get to have their cake and eat it too.
A remote agent is loosely defined as a “call center or help desk employee working away from the main office, either occasionally or full-time.” Some people simply think of work at home call center agents as telecommuters who do their work from their own home instead of in the office.
Call centers that make the decision to institute a remote agent program experience many benefits from giving their employees the opportunity to be work at home call center agents. These benefits include the necessity for less office space (which is a definite money saver); the ability to both bring in and hold onto key agents; voice communication via the telephone when a work emergency should arise; constant support and feedback between employer and agent; a link from office to office and the ability for the company to hire temporary and seasonal staff as well as disabled individuals. Finally working from home has been shown through a variety of studies to increase levels of productivity and to allow for easier flexibility for scheduling work hours for agents.
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Home Page > Business > Customer Service > How To Be A Good Call Center Agent
How To Be A Good Call Center Agent
Posted: Dec 01, 2010 |Comments: 0
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Call centers originated from telemarketing, a company method used to solicit potential consumers and buyers through telephone calls. It has two kinds of transactions: business to business and business to consumer.
Unfortunately, since call centers have access to people’s telephone numbers, some of them have been used in scams and frauds particularly those that don’t have any way to protect their systems from hackers. In spite of these, however, it has remained to be a booming industry due to the increasing need for call centers and the increasing number of people interested in the job.
Most agencies look for specific qualities before they employ their agents. Since the job requires employees to face the computer for almost nine hours a day and talk to several callers almost every minute, the office environment can be very stressful.
According to studies, a person should possess competence, determination and patience in order to become a good call center agent. The ability to speak the required language fluently is a must since the trade involves several phone conversations almost every hour of the job. Aside from practicing correct grammar, would-be call center agents also undergo rigid trainings to reduce their accents. Accent reduction has been done by several call centers to provide their callers with conversations that are understandable.
Determination and patience should go hand in hand. Since a typical call center environment involves a lot of stress, being patient is the key to get through each shift successfully. Intense stress can also shorten the attention span of an employee. This can cause disruptions during working hours, not to mention inefficiency due to difficulty in concentrating.
It is important for an aspiring agent to have sufficient motivation to be able to work effectively under pressure. Conditioning one’s self is also an effective way to increase productivity without stressing over deadlines and quotas. A good call center agent must be disciplined and work-oriented. Only a great deal of control can help boost concentration and attentiveness to deliver desirable results. It is also important to love the job. If there is no passion involved, the wind can easily blow motivation out the window. Someone once believed that a job wouldn’t feel like a job if you love every bit of it.
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Categories: Call Center Jobs Tags: Agent, call, center, good
Winning @ Call Centre: Confessions of a Calling Agent
Product Description
With the coming of call centres to India, a marked change is visible in the society — there’s more money, more job opportunities, more fun and more suspense. Alas, people, both young and old alike, still view this profession with a suspicious eye! It’s time they learnt the truth. Through Winning @ Call Centre, the author reveals the lifestyle of an Indian calling agent which would have otherwise remained hidden. And who else could give a clearer picture than … More >>
Categories: Call Centers Tags: Agent, call, calling, centre, Confessions, Winning
Work at Home Telecommuting as a Call Center Agent
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Work at Home Telecommuting as a Call Center Agent
Posted: Nov 04, 2007 |Comments: 0
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If you are looking online for jobs you can do at home, you will undoubtedly have come across many home business opportunities where you get to do work such as affiliate marketing or joining an MLM program. Opportunities and advice on starting your own home business are advertised all over the Internet, however, real jobs you can do at home are nigh on impossible to locate.
Why is this? Well, for a start, not all jobs are suitable for home based employment so the opportunities for working at home are reduced. Another reason is that employers have been slow to catch on to the idea of employing staff to work at home. Instead of considering the massive savings they could make in terms of office space, lighting, heating and so on, employers focus on the fact that they will be unable to directly supervise their staff members. If staff are paid by results, they have a better chance of finding jobs where they can work from home than if they were paid a set hourly rate.
All these things combine to limit the number of work at home jobs available. Demand for work at home jobs currently far exceeds the supply. There are, however, a couple of areas where real work at home jobs are becoming more plentiful; one area where the number of jobs at home on offer are increasing is in call-center work.
Anyone who has needed to contact a company’s Customer Service Department and has been routed to a call-center will know that many of them are based overseas but there is a less well-known trend for hiring more local call-center staff. Between 2000 and 2007 the number of home-based call-center employees in the USA tripled. According to research conducted by Yankee Group there are more than 670,000 work at home phone agents employed in the USA and Canada alone.
Working at home as a call-center agent has many of the advantages of running your own home business including the obvious ones such as flexible working hours and no commuting. You are, however, an employee just as much as if you were working in your employer’s building and your earning potential is dictated by how much work the employer provides. Home-based call-center workers are normally contractors who are paid for the actual number of minutes they spend on the phone to customers. Working hours, although flexible, have to be sanctioned by the employer, so you can’t just decide to change your hours without giving any notice.
Hourly rates of pay for work at home call-center staff are not particularly high and depend upon the type of work undertaken. For example if your job is to simply take down customer orders over the phone, you will not earn as much as you would providing technical support or in a position requiring sales skills.
When considering the rates of pay for a home-based call-center agent job, you need to take into account that by working at home, you will be saving money. For example, you won’t have to pay for fares or fuel, you won’t have to maintain a working-clothes wardrobe and, if you are a parent (as most people who want to work at home are), you won’t have to pay expensive child-care fees. Despite the comparatively low rates of pay, telecommuting as a call-center agent is worth considering if you want a job where you can work at home.
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To find sources of legitimate telecommuting work, visit Elaine Currie’s Work At Home Directory at http://www.huntingvenus.com while you are there, pick up a free copy of Ezine Article Writing – 10 Steps To Success at: http://www.huntingvenus.com/free_ezine_articles_writing_ebook.shtml
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