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Spanish Study on Contact Centers (III): Human Resources

This article divide People Management in various areas ranging from training to the Compensation of English Contact Center.

Still in terms of training , we have FHOM study says the average initial training for staff is 18 days on average, having a substantial difference between the CC "in house" or own (24 days), compared to outsourced (13 days). Subsequently, receives on average about 14 days of training could be called continuous. Such training is limited to products and processes. Rarely are trained on other important matters to a telemarketer as customer service, sales and call center, sales techniques, risk management and so on.

note is the fact the shorter the CC outsourced training, the result of constant pressure on the CC client company, which shows in general a bad forecast and the existence of bottlenecks in the transmission planning and needs by the same, as general rule.

This section is worth noting that the operator needs a long time (between 6 and 9 months) to be highly competent in their work. Unfortunately based training skills development is in its infancy in most of the CC, because of the structure "paltry" Training Services. Everything else is tracking as operators based methods and procedures on how to do things without getting out of a script, rather than generate the right skills at the worker. This vision is the result of many companies consider training as a cost and not as an investment. But then they presume the number of hours devoted to training in the various forums and reports from the sector.

regard to staff recruitment and selection , 42% of companies report that they have and planning to medium and long term staffing needs and that 62% of agents are recruited and selected through processes and procedures systematic, while 38% are hired through unsolicited applications. I understand that this 42% figure refers to the in-house, because if something goes wrong in the outsourced CC is the impossibility of planning anything in the medium and long term and even less with regard to personnel. We must realize that business customers continually change their approach to business, so it's not uncommon to overstate the template or cover to meet service needs. In fact, is one of the great problems of control of a platform manager. The personal cost of around 70% of a platform. If we add the inadequacy of internal capabilities to redirect staff to other activities through training processes, we have a conflict of interests served.

The Performance Evaluation follows the model established in Spain at the global level, in the sense of making continuous monitoring staff through quality audits and subsequent evaluation personal interview. Along with this, many data are obtained for agent activity (time of writing, attention, FCR, management, etc.). This activity is largely controlled in terms of quality and quantity of work. However, by this to be negative in itself, is no less true that applies generally to an improved performance, but that assessment is connected, often without more, to a level of variable pay very own sector . Deepen this assessment would be an element of improvement far superior to any course of training had to be done. It is therefore essential to sensitize and train the evaluators from the center, whether trainers service coordinators or supervisors.

Finally, in terms of remuneration , it is mainly linked to collective bargaining or through the State Convention or Conventions Contact Centers own business. We recall here the importance of variable compensation (commissions, prizes and incentives) in the sector. Such compensation is often a source of continuous conflict, since in many cases, not well defined, if it is not well measured and quantified and if it were, is implemented sometimes and sometimes disappears. In short, what could be an important incentive for agent activity, becomes an obstacle to stability in their performance.

English Study on Contact Centers (II)
English Study on Contact Centers (I)

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The announcement, beer, and a telemarketer telemarketers

I found this little gem Argentina that combines three of my main interests: The Contact Center, advertising ... and beer. It's really original, fun and a positive transmission of what is a telemarketer. Enjoy and comment here.

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Stress (III): Phases

As a matter of general culture, we say that the study of stress and its phases dating from 1936, when the Hungarian physician and researcher (later naturalized Canadian) conceived the idea Hans Selye General Adaptation Syndrome (GAS) syndrome known as adaptation estrés.Esta is seeking to realize our body from external demands require effort whether physical, emotional or intellectual or a combination thereof. Seyler describes three phases:

1 - Phase Alarm: is characterized by a series of biochemical mechanisms that triggers our body to cope with a stressful situation. Among many others, increased heart rate and blood pressure, increased blood glucose and the generation of adrenaline. This is what we commonly describe as "tense." Is the typical situation before entering an exam, a medical examination or when you call the boss.

2 - Stage Adaptation or Resistance: This is when it stays active stress provoking situation (the stressor). The body is alert and causes the accumulation of chemicals (mainly hormones), which prolong the body's response to external demand. Following the example of the examination, is the phase where the candidate is focused and preparing replies to questions.

3 - Exhaustion Phase: occurs when stress becomes chronic. The feeling is of being overwhelmed by the circumstances, to go to trial. Resting wrong, you appear irritability alternating with periods of sadness and lack of enthusiasm for everything and wanted to leave everything behind. The stress becomes distress.

This third phase is observable through a series of indicators at the cognitive, physiological and emotional.

In cognitive level, the person is unable to solve small problems that haunt him, is lack of concentration and growing insecurity and apprehension.

In physiological level, stress manifests itself through a very varied symptoms unresponsive to a given frame of a particular disease, so it is especially difficult for the medical diagnosis. The most common symptoms are headaches, muscle aches, skin conditions, digestive disorders, sleeplessness, difficulty to relax and rest, high stress, pain chest, neck and back, among many others.

In emotional level, also the symptoms are varied, such as anorgasmia or sexual appetite, compulsive behaviors with respect to snuff, food and drink, feeling very emotional, eccentric behaviors, etc.

In summary, we have emphasized that stress is something present in our daily lives. In typical modern societies suffer to some extent throughout life. Do not worry too much about it, yes. What we do need is to try to deal with situations in which we suffer and the consequences for us.

telemarketer to work, it is important to realize that we have a controllable stressor is not in any way by us or by companies in which we work: the customer. Without a doubt, is the central element of our work and therefore the most important. But also the most difficult to bear. The same communication, helps in some people taking aggressive roles very negatively affect the human agent. Therefore, we must be able to do something fundamental to run a mental and emotional disconnect outside working hours. In the next article we look at some techniques and activities that will balance our response to the demands of this work, form and manner that does not have "a meeting of the Third Kind"

telemarketers I Stress Stress
TSR II

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symptoms of stress and stress in teleoperator (II): Personality and degree of affection

Once we met in our previous article and define both its main stress triggers a specific way for the profession, we continue in this post as knowing how it affects the personality of each.

We assumed that as in any disease or condition health, the effect caused on the sufferer will be conditioned by the pattern of behavior, health habits of the person's physical, mental and emotional state of the same and a massive compendium of factors. Not all are equal and no stress. Herein, we collect three personality types that determine the type of person's response to the distress. Knowing each of them and doing an honest self-assessment exercise, we know how it affects us and the need, compelling or otherwise, methods and techniques applied stress in our daily lives. As always it is to mentor people in a more or less open classification is almost certainly does not fit in one. Therefore try to act on approach.

Thus, we have three basic patterns of behavior under stress:

TYPE: People living in a constant state of distress, or the edge of it. Everything must be done for yesterday, tolerance for error is zero or near, life is a race and the Fury comes to your door every time something deviates or goes wrong. Among TSR is a type of person with frequent altercations with customers, colleagues or superiors. No work accepted guidelines but impose theirs. They are hyper and cunning, with a worrying trend to break the rules of procedure and work or social behavior so to achieve its objectives.

TYPE B: acceptance behavior is a denial of reality. Things are as they come, nothing can be done to change them. Despite having a career or socially acceptable or even good or very good, is continually thinking of the gap. Suffering is a low intensity but continuous and frustrating medium to long term. Degenerates into burn-out situations (being burned). Organic causes stress difficult to assess its causes, because they are diffuse and very subjective. Among

telemarketers, are people who take to overcome bumps emotional relationship with the client and the work environment. Activity can start strong, but with periods of downturn that if not properly controlled, more articulate with more asuididad and less pauses between them, affecting their work performance and personal.

TYPE C: There is a typology contrary to the previous two, but rich and superior. As everyone has preferences and emergencies, but he knows prioritize and manage their time. Does not depend on how you come to the circumstances, but the faces, analyzes and prepares in advance to meet them. Is proactive when facing life. Knows that the work is unpleasant aspects, but is able to take on and off of it outside the company. People are usually balanced with a natural tendency to assume leadership roles in customer service, high capacity for self-learning, assimilation of knowledge, procedures and methodologies, as well as to bring that baggage with synergies with clients and peers. If we take the stress as a health problem, is undoubtedly the healthiest type.

Stress teleoperator (I)

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How I love good advertising! Stress

know that from time to time I like to draw near and above some fun original announcement. Here I present a couple that I especially like a lot. The Brahma beer I love, especially the turtle, with that nasty face she has. The Smirnoff seems like a Hollywood blockbuster condensed into one minute. Is impressive and the best I've seen lately. Judge him yourselves.
When the advertisement is much more important

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TSR (I): Definitions and main generators

In this article develop a study on stress in the TSR. From knowing what stress is, what types exist and what are its main physical and psychological effects on the person. In a second article, we apply solutions that collect personally to avoid situations that encourage it, or solutions to help ease the pain.
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from the next base, and know what stress is and what factors are stressors in the activity of teleoperation. To conceptualize the stress, I will use a definition that has broad consensus and may even be considered official.

The definition comes from the Community Partnership Agreement on the stress of 2004 on the European Union a consensual definition of stress for the entire European work and which states:

"biological process that is identified with an accompanying statement of complaints or physical impairments, psychological or social and that is the result of the inability of individuals to live up to the demands or expectations placed on them. There is a disease, but prolonged exposure to stress, can reduce the effectiveness at work and cause problems health ".

First of all, we must distinguish two types of stress, something that people do not usually clear, but may be essential to know, because we avoid overburdening to situations not particularly serious.
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positive or EUESTRÉS stress, a situation that originally required a subjective response to a lawsuit demanding external front either subjective or objective, which is perceived that the consequences are potentially positive. For example, if I have to face a big test, I generate a demand effort to approve, but I euforizo \u200b\u200bthinking to pass me free to study the matter, get the title or similar.

On the other side and here comes the problem, there is distress, which is the situation where the effort is perceived as insufficient to take on external demand, resulting in the medium term sobresfuerzo that impact on physical health and / or mental state of a person with numerous negative consequences thereof.

Consistent with this, when talking about the negative health effects of stress, we are talking strictly of distress. Need to be aware that certain stress is necessary for life, it allows us to excel in our relationships or our work.

What are the major stressors on the activity of telemarketer?.

The physical environment of work: inadequate conditions of temperature, humidity, poor posture, lighting and sound are common sources of stress in the profession.

Technostress: continuous adaptation to new procedures, applications, response times or the same computer equipment as well as general little time to adapt, generate a significant overhead that affects the generation of distress.

Client: The customer service positions, especially non-attendance, where all communication is verbal in nature involving a major stressor burden among operators. Each client is different, but there are worlds that are an orchard and other dry, cold and volcanic activity at any time.

Work organization: The teleoperation is affected by quality parameters continuously, productivity, operating time and attention that constrain the adaptive capacity of the human agent. Many people respond mechanized or discarding them or any interest in the job. The majority is not yet depersonalized and do the job, but in many cases this requires an excessive amount of adaptation, which sooner or later, takes its toll. The relationships between subordinates and managers at the condition of especially the stress load and company policies regarding personnel management (job security, reward and punishment systems, etc.).

The work environment: relationships with peers, superiors and inferiors can be an important safety valve of accumulated stress. Or rather, a plug of the road. From my own experience and after talking with many telecom operators, enterprises are not aware of something very positive in the call centers. If you ask someone usually tells you "the best, the partners" . Properly channeled by the companies and with proper training of middle managers (coordinators, supervisors, trainers and human resources), is atajarían stress situations that end up passing the cost to the income statement.

adjustments professional development: Not everyone world can rise and charge more. The mechanisms that reward good performance from a telemarketer should be present in all businesses. People do not like to be a number. Fair reward policies, fair and objective to help reduce this stressor.

The situation outside of work: work sometimes helps to escape from a reality outside that which is not good and balanced. Other times it may be an enhancer of stress in and out of work. The worker must seek the necessary balance between these two complementary worlds. It must be remembered that any imbalance in one of the parties, unbalances the whole system.

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June Editorial: Will the crisis on the sector? Main

I know it's politically incorrect to say that the crisis is knocking at our door, which is only a temporary slowdown and all that. I do these things is that I am by nature a pessimist, so I prefer to call it, especially when I see the unbridled increase in prices, the rise in unemployment, the collapse of markets such as housing and other small details I get the impression that rather than hit the brakes to slow it to burn the pads.

How will this affect the industry?. Well, in my opinion, like everyone. Negatively. But we must bear in mind that it is also a sector that by its nature involves outsourcing. This implies that in times like these it is likely that the contracting companies see a way to cut costs in the fast lane. Furthermore, and although the crisis is global, it does come into my calculations that some companies accelerate the relocation process for new markets where labor is cheaper than for example in Spain.

economy As everything has two sides, it is also possible that at least in certain activities related to telemarketing growth occurs in the recruitment people. We must try to sell as well that the market for outgoing calls can be a more important role than the customer.

really do not know an opinion on how damages are really going to involve the sector. What is certain is that it is very intensive in human capital and that in these times is not good for working in these sectors, since the cuts usually come around. Overall, a computer more or less is not going anywhere.

not forget that this is a far-reaching financial crisis. Someone - or everyone - has been playing the sorcerer's apprentice to develop tools financial rather than dubious quality that will evaporate achieve a huge number of money in the world market. In this case you can not say that money is scary, but he hid so well that nobody will be able to find it. He returned to win again against the speculative economy productive. And back again to pay more than in the real world the pieces in the virtual world of speculation.

Finally, if you get a fun and interesting explanation of what is going on I recommend this article of a young man of seventy-five, which I believe is the only one so far has cleared me something all this fuss.