Feature

Call Center Enhancement of Training & Knowledge

Tarek molla

I would like to start by saying that the emphasis should be on the training quality in building agent profile for the Call Centres. Irrespective of my discussion in earlier articles, I want to highlight that the would be call centre agents must understand the regulations of the call centre Industry.

In my previous articles I always discussed training, which of course is related to operations.

The trainers should realize how to create an impact while conducting training sessions and motivate participants with enough enthusiasm so the agents can visualize their destination. If the agents don't foresee their goals, it would be a short-lived career.

Therefore, it is of absolute significance for the agents to set their destination and develop their skills by exploring the materials and resources in the training sessions.

Its not only about learning English and putting the head set on or speaking with different accents. Rather, it is about understanding and mastering communicative skills and optimising knowledge. Training, practice, motivation and reading loads of materials is the only key to achieving the following criteria.
* Call Center Metrics
* Call Center 'Quality Management'
* Call Center 'Customer Care Management'
* Call Center 'Human Resource Management'
* Call Center 'Performance Management'
* Call Center 'Workforce Management'

I must mention, all of the above are inter-related and as a whole would produce effective operational solution.

It is not possible to produce all required skills with a 2, 3 or 4 months training. The entire process is lengthy as the destination is not merely to become an agent but eventually must aspire to set your target higher to become a supervisor, team leader, quality analyst or a manager.

Remember, its not only about learning. Additional resources will provide in-depth knowledge. And that would provide better career development opportunities in the field.

Just log in at www.bdjobs.com and go to Call Centre, you would be surprised to find the volume of advertisements published. And you would also see, there are repetitions by the companies advertising for vacancies.

This shows, applicants aren't meeting the selection criteria. The only way to overcome this problem is to equip yourselves with more information, training and practice.

Mobile Menace

Waheedur Rahman

THE ambience was nonchalant and incredibly calm. A chilly unruffled wind blew through the mosque as the devotees thronged during the much anticipated Esha prayer. The voice of the imam reverberated against the massive walls of the mosque. My heart felt the soft unhindered brush of tranquillity as I stood there contemplating and enjoying the captivating rhythm gifted by circumstance. Out of nowhere a sound blasts out ruining the whole environment, and to my utmost disgust I figure that it's a music track from the latest album of Britney Spears! The imam's sturdy tone went shaky as he tried to brace himself up and seek resilience. This was followed by a couple of disgruntled groans from perturbed or rather infuriated devotees and the rustling through pockets just to make sure you're not the guilty one with the no-good cell phone. It went on continuously, unabated, as the cell's owner was reluctant as ever to switch it off because he feared that it would nullify his prayer. After the prayer there were protests and allegations against the guilty. Evidently someone pointed and others shouted at the guy who was left humiliated and disgraced just because of his cell phone. The man in turn stormed out of the place knowing that if he stayed there for another second, the harsh words of criticism would not spare him. In today's world such disruptive encounters are quite common. Prophet Mohammad (pbuh) stated that the prevalence of an era where music will be played at mosques will mark the end of time. I am sure that time is not far from what we are passing through now. As we shape our life through the paradox of technology, there's of course a lot to achieve more than just flooding the market with trendy and flashy gizmos.

(Manarat Dhaka International College)