Capital. For The Account

 

Capital. For The Account

It was the sale that was that never was for the agent. He introduced the customer to the service. He vetted the customer for security. He turned the lead into an opportunity. He emailed the customer some info. He called the customer. He did a Needs Assessment. He knew what the customer required. He got his sup to take over the call. He sent the details for promotion approval. He put the customer on hold. The Verification Team was waiting. As was the rep for approval. The customer dropped the call. The rep called him back. Stay on the line this is important. The approval came in later. The customer got the sale. He did it on the website with chat support. Not over the phone. The rep had no sale and was gazumped. Yet he was happy. Why was that? The sale was for the account. Even if his name wasn't on it. What a proactive customer. The agent did his job well. The customer got the service. It was for the account. Even if not his own sales total.

Naughty Things Negative Aspects

 

Naughty Things

A change is as good as a rest. Try to be positive and move on in the right ways. Leave old bad habits behind. Don’t snort coke in the call centre toilets. Don’t drink four beers during your dinner break. Don’t screw the supervisor and coach together while doing overtime. Don’t illegally borrow your pal’s car for a joyride. All this and more is bad practise. Try to be adult and keep on the straight and narrow. But all the naughty things on the list sound fun. Shall we try them just once before being good?

 

 

 

Negative Aspects

Like sack cloth the mood feeling all together it grows is a living thing or creature. This is how it is and becomes in a call centre account when it goes wrong. If the account fails and is removed from the centre due to not meeting the numbers. An agent unable to meet sales quotas gets booted out. A supervisor giving out papers for several agents' tardiness. The HR dept issuing Final Written Warnings for habitual attendance violations. All this negativity lives and breathes a negative fire breathing monster. Positivity pushed aside. What happened to good times and CSATs and sales? All gobbled up by the bad side of call centre work. It affects agents and managers. All are liable to be bitten by it. Negativity waiting in the wings.

 

 

 

 

Scam Centres

 

Scam Centres

There are types of call centres that aren't so legal and legit. One was located two hours out of town in a new high tech cyber park. The perfect place for an advanced scam centre. They operated in plain sight and did several things. Love scams were easy to do. So was fixing home computers with so called issues. Crypto scams were a bit harder. Then there was insurance fraud followed by professional hacking. And more besides. Each criminal undertaking offered the chance to make millions of dollars or even more. People were hired with the intent to commit crime. These included skilled hackers and mid-level organized criminals who helped guide the crimes. Then there was normal people actively seeking work. They were told they’d get good salaries and a chance to learn. In reality they were kept in high tech locked gated compounds with armed guards and CCTV. If they didn’t perform or tried to escape they were threatened then beaten. Several had been shot dead when they tried to storm the guard at the main gate. Two scam centres were shut down. One had a thousand people locked inside the sprawling compound. Another had seven hundred. An Asian man escaped the second one by climbing a wall and crossing a river. He alerted police and they raided the centre. Several top gangsters were caught red handed and the place was shut down. Organized crime was smart and fast and would soon replace these advanced techno hubs and call centres with others at different locations. It was cat and mouse and the cats were losing the fight.