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Greeting from the Philippines

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#1   Posted: 28 Apr 2008 04:32

Hi, my name is Ruby and I am the Training Manager of a multi-national recreational developer.

I will appreciate if you can share with me your experiences in implementing the customer service programs in your company.


#2   Posted: 1 May 2008 13:20

The trend from call center consultant is to use agent self training with recordings. Basically the consultants puts in a call recording system, that the agent has access to their call recordings. Then the agent listens to how they are handling a call, the desire to self improve is greater when listening to their own voice.

To test the above, try it with a few of your agents as a hosted solution, and only pay on a per minute basis or .03 cents. If you see improvement within a month, start rotating your agents on and off as needed.
- Dominic

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