The Call Center Agent/Employee Life-cycle Stats:

The Call Center Agent/Employee Life-cycle

Call center agents go through a life-cycle starting at the point they are hired for the call center job and ending at the point they leave the company. Often, this cycle leads to low engagement and performance and ultimately turnover. In our experience, the cycle can be broken down into four distinct phases, but they key is that effective management including coaching, mentoring, and development can greatly impact the cycle and the outcome.

New Hire and Honeymoon

New agents are often the lifeblood of a call center. Bringing new energy and excitement – they are highly engaged and motivated. This can often rub off on the rest of the agents. When new agents come on-board, it is up to management to direct that energy and enthusiasm in the right direction while giving the new agents the tools necessary to be successful in the center. The importance of an effective on-boarding and training program cannot be overestimated.

Crossing the Chasm

At some point, the honeymoon phase wears off and agents either reach maturity or need to be coached up or out. Often, the chasm occurs at the point agents are leaving the “nesting” phase of their on-boarding. The realities of the job are sinking in and exposure to more experienced agents can result in picking up bad habits. It is critical to continue the development of the agent at this point to ensure long-term success.

Experienced, but at What Cost

Call Center work is a grind. If you center isn’t taking steps to actively impact agent engagement, the daily grind of the job can begin to wear down an agent. We have written extensively on the cost of call center agent engagement, but here are 5 key methods for keeping agents engaged:

1. Create a Connection Between Work & Company Success
2. Show a Commitment to Employee Development
3. Ask for Employee Feedback and Ideas
4. Set Expectations about Performance
5. Establish a Clear Value Proposition

Working to keep agents engaged is critical, but failing to act will mean they move on to the next step in the agent life-cycle – checking out.

Checked Out

If you are not actively keeping agents engaged, they will “check-out” mentally and sometimes physically. At this point, the agent is most likely lost and no amount of coaching will bring them back. It is typically better for everyone for the agent to move on at this point.

Bottom line, there is a natural cycle to the life of a call center agent, but effective management, mentoring, coaching and development can greatly impact that cycle making the agent more productive at work and happier in the position. If you have questions about your call center’s agent life-cycle and how you can impact the cycle for your agents, please contact us.

3 Major Facts Before Proceeding to A Process

Hello Friend..

    I'd started this conversation to reveal the facts behind the attractive ads published by those so called vendors of all kinds of data entry projects and share with you the essential knowledge to help you get through the ongoing projects.

    It may take some time to post all the data, step by step, covering all aspects (data entry, conversion, quality checking) through different posts. Just click on the follow this blog publicly and be notified through mail whenever I publish a new post.



     I request you all to spread this link among your buddies so that they too would benefit.

    You can use this blog as a right platform to address your grievances, problems you had faced, how you have been cheated, denied billing and even you can upload your past works databases into my pool so that they can be cross checked with the new sing ups. At most cases, same slots of works will be outsourced to different persons at different time slots.

     Actually, I had worked out on approximately, 50 projects. But, I had second thoughts to publish them. For this little work published on 5 projects too, I am getting a lot of criticism for and against it. I am receiving unwanted, blackmailing, redundant and useless calls too but I don’t care.All that I wanted to do is to save a few thousand from the trap of fake data entry vendors. I would like to tell you one thing. Whatever the project name and kind of work may be, each and every project with an upfront payment if fake. But, still you can sign up these projects with 3 precautions:

     1. Opt for a vendor, who is in your home town, or nearby, or at least within your state. Then, visit his office and ask him to provide you with a few centers as reference. Everyone will give you a few references. But, in most cases they will give you only fresh n new centers. You shall ask them to give you only a few centers that were running for more than six months. What does it means? If a center is running for past few months, that means they were getting bills regularly. Otherwise, they can't pay employees salaries and other running expenses from their pocket. Also, be sure to cross check with the centers you visit, whether they had signed up from this vendor or not. So, if he is paying the bills regularly to a few centers, you can go for it.

     2. There were so many kinds of projects available in the market. Before, zeroing in on a particular project, please check the sample data carefully. You can assign the sample work to your employees and ask them to enter the maximum sample data you have with you into MS Excel. Now, you can use Filter Command and sort each n every field. Use Advanced Filter to filter the unique values in each field. Make a master excel with these unique values. There are basically two kinds of form filling data entry projects. In one kind of projects, each and every field will have random data (such as Name field...Customer Name, Agent Name etc., e mail addresses etc) in which values were not repeat. There will be numerous varieties of names in this kind of projects. Out of 30 to 40 fields, this kind of data fields will be 6 to 7, which is very hard to cross check them for accuracy. In other kind of works, You will have fields with unique values only (means products, prices etc.) in which you can figure out the odd entries using your master excel. This kind of work can be executed with ease, and there will be a very few chances to be terminated on accuracy grounds.

      3. You will be supplied data in  JPG, TIFF, GIF and PDF  formats. You can not convert the data with ease and accuracy in the first three formats. But, it will be pretty easy if the source data is in text pdf format. All you have to do is to just copy the text directly from the source file and paste the same into the client software.

    So, when ever you are about to sign up a project, please do keep in mind these three things, and if you didn't get satisfactory answer, then please do not go for it. Because, while trying to earn a few bucks, you would loss the same, and avoiding such losses can be termed as income, although no such thing is happened. 

    If there is anything to clarify, or if you need further assistance/guidance,
please feel free to contact me over this blog.