Tales From The Cube

The last in the series, this episode briefly explores renting space and building a call centre or buying space and building from the ground up.

I sourced much of the material for these episodes from the following articles.

Nextiva Cost of building a center https://www.nextiva.com/blog/call-center-cost.html

Starter Story How Much Does It Cost to Rent Office Space For My Business? USA costs are covered here. https://www.starterstory.com...

This short episode features a special redo version of A Visit From Saint Nicholas, or more well known as the Night Before Christmas. It has a twist as it is based on the call centre theme.

In 1990, I enrolled and took Radio Broadcasting at Mohawk College, part of the course requirement was to write and record this classic poem in a more modern way. To say the least, I did not do well with this assignment. So this version today is ...

Corrective actions are intended to enhance performance and correct mistakes made by staff. They can be used to induce positive behavior and adherence to best practices and compliance.

However, when they are overused or improperly used, this tool can damage the morale and the image of a call centre. In this episode, the conversation is about how to avoid making the mistake of over usage of corrective actions and what can happen whe...

In this episode, I explain what a Call Centre Analyst does and what it takes to do the job.

Typically, they work in the background, analyzing data and creating reports for managers. They look at all the things that may affect how the campaign is working. From how the training is done to what tech and tools are used, these professionals offer managers insights and suggestions to better the service for customers and improve workflows...

This short episode features some tips for avoiding awkward conversations with colleagues in call centres. These tips can also apply to any workplace. But, call centres present a unique challenge as they are open - concept spaces and many people working in them have diverse backgrounds and issues that manifest themselves in the environment.

We want to be kind and professional, but also firm in our approach to conversations tha...

This episode is about handling calls that are very difficult in nature. Centre staff today have seen a significant rise in bad behavior on calls from customers. Ranging from screaming to asking inappropriate questions, to racist taunts and threats.

Traditionally, the call centre industry has done poorly when it comes to dealing with bad attitudes from customers. This changing, and in this episode I go into what is considered b...

Call center staff are tasked with a variety of call types. Sales tech support and other account management-type calls. They also deal with many types of customers. One of those is known as the Tin Foil Hatter.

Separate from mental health issues or possibly due to mental health issues, the callers often call and tout ideas and theories that are outlandish. These kinds of nuisance calls to the center make the job hard to do, whi...

This episode touches on dating and does also touch on the subject of sexual activity. Listener discretion is advised.

Some dos and don'ts about close encounters of the employee kind are discussed in this episode. Getting jiggy with a colleague is not bad, but it can get you into hot water and even fired. So here are some pro tips to help you navigate this so things don't go blam.

Also, here are two articles that may he...

In this episode, some of the funnier calls that I get and, generally, are received in call centers are the subject.

Besides what is discussed in this episode, I am including some links here in the show notes to sites where some hilarious calls are shared.

https://www.ups.com/ca/en/support/shipping-support/shipping-special-care-regulated-items/prohibited-items.page

https://www.callcentrehelper.com/funny-customer-servi...