One of the unfortunate facts of contact center management is that there is a high employee turnover in the industry. For your business, supporting this turnover can prove costly in terms of the time and money necessary to retrain dozens of people to do the same job. Instead of mastering the art of training new employees, learn how to run a contact center where you maintain more employees than you lose.

Limiting your turnover by creating happy employees is one of the keys to successful contact center management. Read on to learn about three ways you can keep your contact center agents excited and inspired about their jobs.

Require Employees to take 2-4 days off per month

Each and every employee should feel excited about the work they are performing. Sometimes taking time away from your desk is the best way to remember how much you enjoy your job. Setting an official rule stating that each employee needs to take off 2-4 days per month ensures that they stay up to date with family, friends and personal hobbies. Allowing them to create a well-rounded life will contribute to an overall better performance at work, and a lower likelihood that they will quit their jobs in the near future.

Keep Overtime at a Minimum

Along the same lines as the first point, you should outline the maximum amount of overtime that each employee is permitted to work. Allowing overtime gives employees the chance to earn extra money as well as show their motivation in the workplace. However, if too much overtime is performed, employees run the risk of losing a healthy work-life balance that may eventually cause them to quit. Moreover, limiting overtime saves your company money in additional salaries that you would have had to pay.

Implement Incentive Programs

Another contact center management tool is to implement an incentive program for the contact center agents. Practicing contact center performance management can help you to observe each agent’s metrics and customer service skills with each client. By monitoring this information, you can set up a series of incentives that will help motivate the contact center agents to improve their performance. When employees are striving to better themselves, you have mastered one of the most important aspects of how to run a contact center.

Promoting a healthy work-life balance is a difficult concept for many companies to put into practice. Logically, they invest in each employee in the form of a salary and are looking for employees to work hard to achieve the best results possible for the company. Although a company wants to meet objectives, it is important not to overwork their employees. Throwing off the work-life balance will lead to negative feelings toward the company that can often not be reversed. If you are truly looking to reduce the turnover at your contact center, then creating happy employees is the first step you should take. For more information about workforce management software or general contact center management inquiries, contact us today!

Kids naturally love the outdoors, whether it be a park or a playground.  However, with this comes the parental responsibility of ensuring that your kids are safe outside, and ensuring that they know some basic tips.

Here are a couple of public safety tips that we at KOVA think would be a good idea for your kids to know.  Consider hanging them up on the fridge as a reminder.  If you have younger kids, go over them as a family and play the “what if” game, and ask your children what they would do in certain situations, then discuss the best way to handle dangerous situations.

The Basics

• Don’t hang out in parks, playgrounds, the woods, parking lots, schoolyards, or any place that will probably be deserted after hours.
• Learn the best route to school and other places visited frequently.
• Never leave with anybody you do not know, no matter what they say to you.
• Never open the door when home alone and do not answer the phone. If it is an emergency, call 911 but do not open the door.
• Always have a friend with you when you go somewhere.
• Always listen to and follow your instincts.

Dealing With Strangers

• Don’t trust anyone you don’t know well.
• Don’t listen to stories strangers might tell you to get you to follow them.
• Never get close to anyone who approaches you or asks for help from their car.

Bullies 101

• Always tell a grown up you trust about any bully that is bothering you.
• If a bully bothers you, stay close to an adult or with friends, and avoid places where the bully hangs out.
• Be firm and stand your ground with bullies. If they try to take something from you, say no.

Apartment Safety

• Know which places in an apartment building are safe to play in, and which could be dangerous.
• Always stay away from deserted places such as stairwells or storage rooms.
• Stand near the control panel when riding the elevator alone or with a grown-up you do not know, this way you can press the emergency button or button to the next floor, if you need to.
• Do not get into an elevator if someone who makes you nervous or uncomfortable is already riding the elevator.
• If you feel scared, go to the nearest apartment, but don’t go inside. Have them call your apartment or lobby desk, if there is one.   

We care about our communities and want to provide the best public safety solutions available. For any questions about our services, contact us. You never know when it might be necessary for a child to call 911, and when they do, our solutions help emergency responders to ensure that help is on the way fast.

 
Have any more tips on making sure children are street smart? Share your thoughts in the comments section below.

 

In an emergency situation, Americans are taught to call 9-1-1. The standardized emergency number has a rather short history, but has quickly become the model of what to do when you need help. With a quick call, you can be sure a team will be dispatched to your location and provide you with whatever type of help you need, whether it be medical aid or law enforcement. When you or your loved ones are in trouble, the first instinct is to call 9-1-1, but the truth is, there’s a lot more going on behind that simple call than you may be aware of.

KOVA’s public safety solutions are installed in many emergency call centers, designed specifically with your safety and comfort in mind. From call recording software to information security management, KOVA has designed its software programs to help government, public and private organizations be as effective as possible in their emergency responses.

KEANS

An emergency alert notification system that communicates to multiple agencies, business and public systems such as loudspeakers to ensure that emergency messages are received by as many people as possible. This public safety software is integral to save time, resources and even lives in compromising situations. KEANS is 100% personalized, based on the needs of each specific client.

PSIM

PSIM, or physical security information management, is an emergency management software program that allows business to effectively manage systems, reduce costs and increase the security of their information. Various system operators can securely share information, which facilitates their ability to collaborate and improve operations. If you are calling 9-1-1, feeling endangered by a situation that you want to remain private. PSIM will help to ensure that the information you provide over the phone remains secure.

Audiolog

Another public safety software program, Audiolog is a multi-media recording system designed for use as a stand-alone recorder, which allows important data to be reviewed in the field, as well as inside of the office. For emergency situations, this means that the dispatchers will have all information available to them, no matter where they are; possibly reducing their response time.

Verint Media Recorder

The final public safety solution is Verint Media Recorder offered by KOVA, the most integrated option of all of the programs. Not only does it include multichannel recording, like Audiolog, but also increases the effectiveness of 9-1-1 and emergency call centers. Highlighted by its performance management, quality assurance, workload forecasting and analytical abilities, call centers with this public safety software will optimize many aspects of their business technologies.

You haven’t just dialed 9-1-1; you’ve protected yourself under the KOVA system. Now that you know the systems behind the emergency dispatch software and emergency call centers, you can feel that much safer after calling for help. While you’re waiting for first responders, you can have the peace of mind that KOVA is protecting you as well. For more information on any of the public safety systems listed above, call us at 1-800-204-5200 or contact us online.

With the start of a new school year upon us, families may have moved to new cities over the summer. We at KOVA care about your child’s safety in the neighborhood, whether they walk to or from school, take the bus, or play outside when they get home. Here are some public safety tips to ensure that they remain safe.

With a new school year come both excitement and worry for both you and your children. Especially if they are in a new town, attending a new school, it can be a little scary for them.

1. Learn the Whereabouts

If your child is attending a new school along with living in a new home, make sure they know their address, full name, and telephone number, as soon as possible. If they are at a new school, ensure that he/she learns the location and be sure to visit the school prior to the first day.

2. Bus Rides

If you have a child or children who take the bus to school, visit the bus stop with them and learn the bus number. Remind your children to always stay with other children and have them tell you of any suspicious or confusing incidents.

3. Know Your Neighbors

If you are new to the neighborhood or have never introduced yourself or your children to your neighbors, the bus stop is a good place to do so. Not only will you as a parent be able to meet other parents, but your children can meet the other children as well. It is a good opportunity for them to make new friends as well as give you a bit of peace of mind, that your children are being looked out for.

Chances are the parents of the children taking the bus share the same worries as you do. Also make a point to meet the bus driver, and have them introduced to your child, too.

4. Keep Emergency Phone Numbers On Hand

It is a good idea to keep emergency phone numbers nearby, whether it be on the kitchen refrigerator or by the phone itself. If you obtained a new cell phone number after moving, make sure your children memorize it, along with the home phone number.

It is also a good idea to have a backup person that your child can contact, and know the number of, if you are not available at home or cannot be reached for some reason.

5. Know The Surroundings

It would be helpful to have your child learn the area where they live, whether it be a new neighborhood or not. Help them learn the surrounding streets and roads by names and landmarks. Caution your children about taking shortcuts and advise them to always stick to the main roads. Discuss some public places where they can go for help if they are lost or in trouble.

You can also make a map with your children of the acceptable routes to take to school, the playground, local grocery store, and other locations they are able to visit. Have them take the map with them wherever they go, so they can use it when needed.

Have any more advice on how to keep children safe in the neighborhood? Share your thoughts below.

In a curious turn of events, deported Hispanics are providing call centers in Mexico with just the employees they need.  Having grown up in the U.S., they are well versed in American culture and slang, unlike their outsourced counterparts in India or Pakistan, for example. Essentially Americans without the legal documentation required to remain in the U.S., their customers are unaware that they are transacting with someone in another country.

Major U.S. companies such as Time Warner, Dish Satellite and Best Buy have moved their call centers south of the border and by the end of the year, Mexico’s outsourced call centers will have more than 85,000 workstations.  In comparison, there are almost 490,000 in India and 250,000 in the Philippines.

While the economics of outsourcing to countries such as India and Pakistan are compelling, Americans are generally uncomfortable dealing with someone whose native language is not English.  “Honestly, outsourcing your customer call center to India must seem like a great idea until you realize your customers hate it,” Betsy Lowther, a New York fashion blogger, wrote recently on Twitter.

Although non-English speakers can relate accurate and helpful information, they may lack the cultural skills to put their customers at ease.  The ability to chat about the NFL or the latest meme in the U.S. contributes significantly to the success of a call and should not be underestimated.

Cultural differences matter and can exacerbate a tense situation if a customer is already frustrated. The friendliness of a recent conversation between a deported call center representative and a customer of U.S. Auto Parts Network serves to illustrate:

“How ya doin’ today?” one worker says to a customer in Crescent, Okla., who wants suspension plugs for a 1986 Jaguar. “Not too good on gas, right?”

As we’ve noted in previous posts, it’s possible to hear a smile over the phone and a friendly demeanor can go a long way with customers at a time when most people are expecting a faceless drone half the world away.

It is ironic that, in one of Tijuana’s tallest buildings, managers regularly bring meals from Taco Bell in nearby San Diego to reward exiled call center employees who, like many Americans, are more used to fast-food than the real thing. Paradoxically, workers are off for the Fourth of July and Thanksgiving but are expected to work on Mexican holidays.

The pay is good by Mexican standards but it still comes as a shock to many call center employees.  The weekly pay of less than $300 hardly compares to wages earned back in the States.  Moreover, the deportees are often shunned for their poor Spanish by the community.

“It can’t get any worse for them,” said Jorge Oros, co-founder and chief operating officer of Call Center Services International. “They were deported from a country where they were for so many years, and now they’re stuck here in a country where they’ve never been before. When you’re offering them a job and an opportunity, they become the most loyal employees you can have.”

One call center worker, Juan Guzman, explains that he doesn’t really think much about whether he’s being exploited. He’s thankful just to have a job. And the call center pays well and has better benefits compared with many other Mexican jobs.

“I feel lucky my parents gave me this skill to speak English,” he said.

KOVA is honored to praise the bravery and sacrifice of our nation's firefighters.

I am a firefighter.

I have seen burning death and devastation.

I have seen walls crumble, roofs fall, peoples possessions perish.

I have watched forests burn for days and nights.

I know that fire is a living thing that eats and breathes, runs and rages.

I have walked in infernos, felt searing heat wound my flesh, smoke score my lungs.

I have had my life rest on my back, on the burden of an air tank and suit.

I have carried men, women and children living from the flames.

I have born the dead from smoking ruin.

I have risked my life to save property, people’s way of life.

I have seen the blazes, I have endured the suffocating dark. I have been blind and alone.

I am a husband. I am a wife. I am a parent. No matter what happens, how hard it gets, life goes on.

I am a firefighter.

I have made my life a service to my community. When the call comes, I must answer, no matter how tired, how sick; when I am needed lives are at stake. I can never give up.

Every time, at every scene, I leave part of myself behind. Fire demands its price.

I have found true friends through fire, have stood shoulder to shoulder with them. They’ve saved me; I’ve saved them.

I have known complete and utter exhaustion, but forced myself to take that next step, haul that hose a little closer. I can never give up.

I have endured the nightmares fashioned from the terror and loss I have felt, from the horrors I have seen. I have been changed by fire. I can never forget. I will always remember.

When that call comes, I know deep down that I might not come back. Someday I might have to give my life so that another can live. I can never give up.

I have known the chill fear inside that the fire might win. That I might not make the difference. That I won’t make it in time. I can never give up.

You’ll never know my name. In a world filled with communication, I often go unthanked, unremembered. I hope you’ll never need me, but if the moment ever comes, I’ll be there. Always.

I am a warrior. I battle flames.

I am a hero. I am a savior.

I am strong.

I am a firefighter.

 

 

 

 

Giving guest service that will generate conversation for your company doesn’t stop at assisting friendly customers. Truly impressive employees and managers are able to help all customers, even those who call with angry complaints. The ability to calm down irate customers, no matter what kind of tough customer they are, and fix their problem will generate positive conversation for your company between that customer and their friends. However, being unable to assist an unhappy customer can end in not only losing that particular customer, but also can lead to losing business among that customer’s social networks. The best way to provide exemplary guest service is to give your employees the tools they need to be empowered to help that guest. Training your employee thoroughly is the first step to turning an angry customer into a happy one.

1.  Say “I’m Sorry”

Even though most employees won’t want to apologize to guests, particularly if the customer’s problem isn’t their fault, taking personal responsibility for an issue will make the customer feel as though their problem is more likely to be solved. A simple, “I’m sorry for x,” can help an irate customer calm down, particularly when that apology is followed by action. Train your employees to apologize, and be genuinely apologetic for whatever problem the customer has come up against. Your customers will know if they are being given falsely genuine service, so make sure your employees know that actually wanting to help a customer is crucial to deflating an angry situation.

2.  Empower your employees to make decisions

Most of the time, an angry customer does not want to wait on the line while an employee goes to find a manager. Train your employees to know the best way to react to any common complaints your company sees, and give them the power to make that problem right. When your employees are able to promptly correct a customer’s problem, and know that they are allowed to do so, the employee will feel less stressed, and the customer will be appreciative of the quick response to their needs.

3.  Recognize great guest service

Don’t let good work go unnoticed. When training, if appropriate, tell your new employees about great guest services that past or current employees have given. Not only can these be good practical examples, they show your new employees that their hard work will be recognized. When employees feel that the work they put into their jobs is actually noticed by management, they are more likely to continue to put forth effort. Helping an angry customer is difficult work, and you should always recognize your employees who do their jobs well. It makes for a positive work environment, and encourages other employees to strive for the same standard of excellence.

Of course, there are many other ways to train your employees to give great guest service to angry customers. Tailor your training to problems you often see in your call center, and don’t neglect any complaints that may appear on guest surveys. The best guest service starts with the best training, so rather than relying on your employees to figure out how to keep guests happy, give them the tools they need to keep themselves relatively stress-free, and the customers returning to your business.

Being a contact center manager is not for the faint of heart. Stepping in as a brand new manager for a call center can be even more stressful and nerve-racking. That being said, here are a few tips to help make the transition process a little easier.

Showing compassion can help you build an engaged workforce

Although is it usually advised that you keep a professional distance from your employees’ personal lives, showing compassion during times of need can be the distinguishing factor between being seen as an “okay” manager versus being a great one.

From hiring someone with a stutter to offering support to an agent that wants to change career paths, it is important to embrace your employees and give them the help they need when necessary. Having a compassionate approach towards your employees will ensure that the call center atmosphere produces a happy and engaged workforce.

Give your employees the opportunity to voice their opinions

Giving your employees regular chances to pitch ideas to the management team is a fantastic way to ensure that things stay current within the call center. Furthermore, by putting these ideas into action, you can help to increase employee buy-in and additional engagement.

Familiarize yourself with any regulatory frameworks

It is important to familiarize yourself with the frameworks that your call center is legally bound to operate within. This is especially significant if you work in a department such as consumer finance. You should be fully aware of your responsibilities to remove clients from your calling list who have signed the National Do Not Call Registry. Failure to ensure compliance in these areas could result in your call center receiving a large fine.

Apply an effective recruitment and training program

In a contact center, staff turnover is notoriously high. You can save money by making sure that you are hiring the right people and training them correctly. If your in-house training team is not effective, consider hiring a specialist training consultant to assist you in addressing any HR problems.

Get on the phone yourself

If you have never worked as a call center agent before, pick up a headset and start talking. By doing so, you will gain a better perspective on the challenges your employees face on a day-to-day basis. This can help you tweak your calling strategy; being willing and able to get your hands dirty will also help you gain respect from your staff.

Another vital aspect of managing a contact center is ensuring that the software you use is doing its job and providing you with a real ROI. Solutions like our Verint Media Recorder Workforce Management software can make your job as manager significantly easier, while at the same time improving your contact center’s bottom line. By streamlining everyday processes such as scheduling, quality control, and training, you can be sure that everything is being done in the most efficient way possible. For further information about the products and services KOVA can provide to you and your call center, contact us today.

Call center supervisors are expected to excel at a variety of roles and responsibilities, epitomizing the title of “multi-tasker.” Not only must they manage agents, but also handle challenging customers, organize shifts, report call center metrics to call center management and ensure that quality objectives are being achieved. They must fill the role of expert service provider, trainer, mentor, motivator, problem-solver and manager, with or without the help of call center management software. With such a seemingly overwhelming task list, it is important that call center supervisors possess a few key traits to help them achieve success in the position.

Excellent People Skills

Excellent people skills are a trait all call center employees should have, but its importance is magnified in the case of supervisors. People skills are imperative for call center supervisors as they not only have to manage agents, but also deal with dissatisfied customers on a daily basis. When working with agents, supervisors are essentially attempting to have a large group of varying personalities follow a single strategic vision. In order to bring this goal to fruition, the supervisor needs to get to know their agents, their daily activities and be able to identify with them.

Typically, supervisors start out their career as agents, so making this jump to understanding their role in the company isn’t as overwhelming as it may sound. Supervisors play the role of mentor for agents by communicating with them, reinforcing company policies and being their go-to figure in the company.

Problem Solving Skills

When dealing with customers, not only does a supervisor need to possess excellent people skills, but also above par problem solving skills. If a supervisor is speaking with a customer, reality is, that the customer is unhappy or angry in some way. Rarely does a customer ask to speak with a supervisor to praise service they’ve received or a product they have purchased. For this reason, supervisors need to know how to diffuse a situation, gain the trust of the customer, and suggest a solution that is favorable for both sides.

Objective Thinker

A supervisor is responsible for understanding each aspect of the business including the technology, processes and systems, call center metrics and how everything comes together. They are the avenue through which top call center management communicates about goal setting and performance. Keeping these objectives in mind, the supervisor must motivate their agents to follow policies, provide good service and work efficiently in an effort to meet their goals and increase their call center metrics.

Providing supervisors with the tools they need to succeed is an integral part of their success - and the success of the company. The incorporation of call center management software such as a workforce management software program can be extremely helpful. The software helps to balance a variety of tasks, outputs centralized forecasts, schedules based on skills on an intra-day or long-term basis and aids compliance with government regulations, among other things.

For more information on how you can work towards a culture of excellence in your call center, contact us today.