Unfortunately, the downside of working in a call center is that if a customer takes the time to call you, it’s probably because they’re unhappy about something.  The way you reply can make the difference between a situation that’s resolved amicably and one that escalates into something worse.  Sometimes there’s very little you can do [...]

This is a guest post from Lavarthi Santosh. Lavarthi has 5 years of experience in BPO industry. He can be reached at the following email and phone numbers:
Email id : lavarthisantosh@hotmail.com
Mobile : 91+ 9886035080 (India)
What is agent Occupancy & Calculation of Occupancy?
Occupancy is the time spent by an Agent handling calls.
Occupancy [...]

Criticism - by definition is usually bad.  Merriam-Webster says, “the act of criticizing usually unfavorably”.  By the very definition of the word, to be criticized is a bad thing.  No wonder people have a hard time accepting criticism.  When you encounter criticism you have to realize two things.
1. Someone cares enough to take the time [...]