>>ARE YOU IN CRISIS?

Stressed, apathetic, and unhappy with your job? You may be having a mid-career crisis. They say a midlife crisis, a major career dilemma, is common and experienced by practically every working individual. For some people, excessive work, poor pay, and lack of motivation and challenge are the root causes. But whatever the cause, the ultimate key to surviving this stage is embracing it and taking it as a sign that you need to make changes.

It may be easier said than done, especially if you've been stuck in your company for a long time and have no other job experience, but it's never too late. Don't be afraid to get out of your comfort zone. As cliched as it may sound, many of us delay our plans because we are afraid to leave the life and career that we have gotten accustomed to, not realizing the (greater) opportunities that are waiting for us.

More often than not, we discourage ourselves by entertaining thoughts like "What if i don't get a job right away?" or "What if I make the wrong decision?" This kind of thinking will jst keep you stuck where you are. Leaving your job is never an easy decision to make, but if you stay and still find yourself constantly bogged down in a negative space over your job, you will just end up working inefficiently. Thus, it is better to move on.

Then again, decide after you've thouroughly assessed yourself. Spur-of-the-moment decisions might just make situations worse, so better lay down your plans and options. write down your favorite activities, things you're interested in, and things that you're good at (skills). It's best to look for a career that will enable you to exercise your talent, and most of all, a job you will enjoy. Don't forget to include your short-and long-term goals and select a career that will allow you to meet these dreams. You may also consider taking a master's degree, as this will significantly enhance your qualifications if you plan to look for a better and a higher-paying job.

Then again, you can always take a second degree or short cerificate courses if you want to shift to a totally different career and want to learn new things/skills. On the other hand, those who weren't able to finish college might consider finishing school to expand their knowledge. Besides, no one is too old to go back to school (or to change careers). You may either take online courses (long-distance education)or attend the conventional classroom type of school and foster new relationships. So go ahead and make a change. You will never know that opportunities are waiting for you unless you take this big step (which is to leave your current job and get out of your comfort zone

Blogger Buzz: Concerning the Historie and Nature of Blogs of Note

Blogger Buzz: Concerning the Historie and Nature of Blogs of Note

>>JOB OPENING-PHILIPPINE AREA ONLY

OPENINGS IN ALABANG:
With Sales Accounts offering up to P30.ooo monthly sales Incentive

>Customer Service Associates
> Please email resumes to zelyn.p.ramos@convergys.com


OPENININGS IN CEBU:
>Customer Service Associates (Voice, Chat & Email Support)
>Technical Customer Service Associates
>Tteam Leaders (with 1 year experience)
>Recruitment Coordinator
>Recruitment Associate
>Administrative Assistant>Employee Relations Associate


OPENINGS IN COMMONWEALTH:
>Inbound Customer Service Associates - Satellite TV Account
>Inbound Customer Service Associates-Automotive Account
>Technical Customer Service Associates-Full Time
>Technical Customer Service Associate-Part Time
* To those interested with the said positions, please personally visit the site to
experience immediate processing

>Operations Manager-Technical Account
>Reports analyst for WorkForce Specialist-Automotive Account
*Please email resumes to rachel.ramirez@convergys.com

OPENINGS IN MAKATI:
>Sr. Accountant
>Sourcing Coordinator

OPENINGS IN ORTIGAS:
>Outbound Customer Service Associates
>Technial Customer Service Associates
>Financial and Sales Customer Service Associates
>Korean Speaking Customer Service Associates
>Sourching Associate
>Sourching Coordinator
>Data Network Engineer
* Please email resumes to
jose.marie.r.mesina@convergys.com

OPENINGS IN U BELT
>Our office at the U-Belt is, likewise, accepting applications for all Convergys sites


APPLICANTS WITH THE FOLLOWING WILL HAVE AN ADVANTAGE:
>NBI Clearance
>Certified true copy Transcript of Records
>SSS# (Photocopy of E1 form or Digitized ID)
>Clearance from previous employer(if applicable)
>Philhealth# (if applicable)

CATCH US ON THESE DATES FOR
OUR JOB FAIRS/CAMPUS EVENTS

May 23-24-Employment Fair, SM Megamall
May 24-job fair, Lucena, Bulwagang Kalilayan, Quezon Avenue Extension, Lucena City
May 29-30-Centro Pacita JobFair, 3pm-6pm
May 30-31-2nd Jobs fair at Gateway, Araneta Center, Cubao
June19-21-6th metro Job Fair, SM Megatrade hall 1, SM Meagamall

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NOW HIRING
CALL CENTER PROFESSIONALS

PARANAQUE
>Customer Service Representative
>Mission Contro Analyst
Visit 2F Santana Grove (beside Shopwise)
Dr. A. Santos Ave., Sucat, Paranaque
Monday-Friday 9AM-7PM/Saturday 8AM-5PM
Hotline: (02)828-6855

EDSA-ORTIGAS
>Bilingual Representative (Cantonese & Mandarin)
>Customer service Representative
>Technical Support Representative
>Training Manager (Financial Account)
>Workforce Management Supervisor
Visit -Level 3 MS303 Edsa Central Pavilion, Mandaluyong City
Monday-Friday 7AM-9PM/Saturday-Sunday 8AM-5PM
Hotline-(02) 637-7111 local 301 & 302

*Bring an updated resume with 1x1 photo,NBI or Police clearance
SSS number and TIN to apply

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HIRING:

CUSTOMER SERVICE REPRESENTATIVE
>Bachelor's degree in any field with at least 3 months experience
in a call center (inbound or outbound)
>Fresh graduates of any business related course
>For undergraduates, completed at 2 yeas of college with at least 3 months
experience in a call center
>Excellent command of English
>Strong customer sevice orientation
>Strong PC keyboard and intern skills, with the ability to
simultaneuoslly navigate through system

Start Dates:
JUNE 10, JUNE 12, JUNE 19, JUNE 26

CSR applicants are encouraged to visit our Recruitment Hub
for immediate proccessing.

AVAILABEL POSITIONS FOR NON-AGNTS:

SUPPORT GROUP
>Facilities Manager
>Employee Services Specialist
>Junior Finance Specialist
>Organizational Development Specialist
>Employee Services Associate

For Non-Agent applicants email your resume to recruit-nonCSR@247customer.com

TECHNICAL SERVICE REPRESENTATIVES

>Bachelor's Degree in any field with at least 3 months
techical call center experience
>Fresh Graduates from IT-related ro techincal courses
>For undergraduates, completed at least 2 years of college with at least 3 months
technical call center experience
>Experience in DSL is preferred
>Ability to handle cusomers with care
>Strong PC, keyboard and Internet skills, with the ability to
simultaneously navigate through systems

Start Dates:
JUNE 4, JUNE 11, JUNE 18, JUNE 25

TSR applicants are encouraged to visit our recruitment Hub
for immediate processing

AVAILABLE POSITIONS FOR NON-AGENTS:

OPERATIONS SUPPORT GROUP
Team Leader Senior information Technology Manager
Human Resources Officer
Employee Services Officer
TRAINING & QUALITY Date and Network Specialist
Quality Assurance Advisor Real Time Analyst

For Non-Agent applicants, email your resume to recruit-nonCSR@247customer.com


Visit us from Mondays to Fridays, from 7:30am to &:30pm,
and Saturdays from 10:30am to 5:00pm
at the Ground Floor, MJ Plaza, 106 Valero St., Salcedo Village, Makati City
contact us through our hotline 0915-7215977


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HIRING:

>CALL CENTER AGENTS

Qualifications
Excellent Spoken English
Female, 21-35 years old
Preferably College Graduate
Confident, outgoing personality
Highly self motivated, a team player
Experience will be a difinite advantage

OUR OFFER
PHP 13,000-PHP 18.00
Generous bounuses for results
Opportunity for work advancement
Wage increase upon regularization
HMO card, annual company outing
Full training, excellent working condition

Send resume to....vtecmails@gmail.com

Fresh graduates are welcome to apply

>>THE TEN (10) TOUGHEST INTERVIEW QUESTIONS ESPECIALLY IN APPLY FOR A JOB..

Do you find it hard to answer the questions asked during job interviews?? To better prepare yourself, here's a list of "KILLER" questions that employers ask...

1. TELL ME ABOUT YOURSELF.
Since this is often the opening question in an interview, be extra careful that you don't run
off at the mouth. Cover four topics: early years, education, work history, and recent career
experience. Emphasize this last subject.

2. WHAT DO YOU KNOW ABOUT OUR ORGANIZTION?
You should be able to discuss products or services, revenues, reputation, goals, problems,
management style, people, history, and philosophy. But don't act as if you know everything.
Make it clear that you wish to learn more.

3. WHY DO YOU WANT TO WORK FOR US?
A good answer comes from having done your homework so that you can speak in terms of the
company's needs. Learn enough about the company to avoid approaching places where you
wouldn't be able -or wouldn't want - to function.

4. WHAT CAN YOU DO FOR US THAT SOME ELSE CAN'T?
Here, you have every right to toot your own horn and be a bit egotistical. Say that your skills
and interests, combined with this history of getting results, make you valuable

5. WHAT DO YOU FIND MOST ATTRACTIVE ABOUT THIS POSITION? WHAT SEEMS
LEAST ATTRACTIVE ABOUT IT?
List three or four attractive factors of the job, and mention a single, minor unattractive item.

6. WHY SHOULD WE HIRE YOU?
Create your answer by thinking in terms of your ability, your experience, and your energy.

7. WHAT DO YOU LOOK FOR IN A JOB?
Make your answer oriented toward opportunity rather than peronal security

8. PLEASE GIVE YOUR DEFINITION OF THE POSITION FOR WHICH YOU ARE BEING
INTERVIEWED.
Keep your answer brief and task-oriented. Think in terms of responsibilities and
accountability. Make sure that you really do understand what the position involves before you
attempt an answer. If you are not certain, ask the interviewer

9. HOW LONG WOULD IT TAKE YOU TO MAKE A MEANINGFUL CONTRIBUTION TO
OUR FIRM?
Be realistic. Say that, while you would expect to meet pressing demands on the first day,
it might take six months to a year before you could expect to know the organization and
its needs well enough to make a major contribution.

10. HOW LONG WOULD YOU STAY WITH US?
Say that you are interested in a career with the organizaion, but admit that you would have
to continue to feel challenged to remain with any organization. Think in terms of, "As long as
we both feel achievement-oriented

>>TEN TIPS FOR CAREER ADVANCEMENT......

Many career experts agree that the best time to look for a new job is while you're still comfortably in your old one. If you're starting to feel unchallenged in your present position, you may be ready for a promotion to the next level. If there aren't many career advancement opportunities where you work, the best next job may be waiting for you elsewhere.

Nowadays, it's up to you to take control of your professsional future and make sure you are progressing wisely down the right path. Here are 10 proven strategies to help you get started...

1.Talk to your boss..Sit down and have a direct but respectful conversation with your boss about your future in the company. Stress that you want your job performance to meet the company's goals. Share your own career goals with him or her. Your boss will respect this display of confidence and maturity.

2. Ask for more..Volunteering to help out other departments or teams-or simply asking for more responsibilities-increases your value within the organization. Asking for additional work shows an interst and desire to help your department and company to succeed. It also puts a spotlight on your value to the business.

3. Volunteer for boards..If you have your career sights set on something beyond what you are doing in your present position, seek out opportunities to volunteer or serve on advisory boards, where you can build a reputation as someone who is passionate and dedicated to your particular industry.

4. Sharpen your people skills..Having strong interpersonal skills plays a crucial role in gaining the respect of your boss and coworkers, as well as attracting the notice of outside influencers who might open new doors of opportunity for you. Be friendly, outgoing, and personable. Listen carefully to people, and practice being a clear, effective communicator.

5.Be innovative..Never be afraid to think outside of the box and put your business acumen to work. Stay on the lookout for creative solutions to problems that will make you-and your boss-look good.

6.Find mentor.. Develop mentoring relationships, either inside or outside the company. Recent studies have shown that four out of five promotions are influenced y a mentor higher up in the company. Mentors are also great sources of information and career guidance.

7. Sell yourself..Learn the fine art of self-promotion. If you have had major accomplishments or created successful programs, make sure people know about it espcially those in influential positions who can help you advance professionally. Let it be known that you are seeking a promotion or the next step up in your career.

8.Keep learning..A proven way to advance in your career is to be continually acquiring new knowledge. Stay on top of trends or developments in your field and make sure that your current resume reflects the needed skills.

9.Network..Strengthen your personal network by joining professioanl organizations, attending industry confrences, and even volunteering. The more people who are aware of your strengths and abilities, the better your chances of hearing about any new opportunities that might arise.

10.Build your reputation..In business, your reputation is most valuable thing you own. Be known for being dependable, professional, and cooperative. Act and look the part by dressing professionally. Make a name for yourself by attending conferences, delivering speeches, or writing articles.

>>FLOWERS....

Created by Crazyprofile.com

>>BUILDING CULTURE AND TEAMS

In the research study, when agents talked about "culture", they described their relationships with co-workers in the call center, and whether the overall environment fostered a sense of family and mutual caring. However, when managers discussed culture, they talked mostly about contests and prizes.

This distinction has actually been studied in psychology. It's called "autobiographical memory." What this means is that, as human beings, we have a stronger memory for the feelings of a particular event, more so than for the facts and details of the event. True to this theory, it mattered less to agents what a specific contest was or what kinds of prizes were offered; what mattered to them was the fun and sense of belonging they experienced with their co-workers and supervisors during the event, and how they felt about the process after it was over.

What agents were also clear about is that being part of a team helps them work harder with their team members toward a mutual goal. This concept is fundamentally different from performing or competing solely as individuals, which generally fosters a sense of competitiveness, as well as a reluctance to assist their co-workers.

Call center managers and supervisors who encourage their agents' participation and involvement in various company and extra-curricular activities (such as team competitions, volunteer events in the community, etc.) inspire attitudes of mutual caring and responsibility among their agents.

>>LEADERSHIP STYLE AND SUPERVISOR-AGENT INTERACTION

Call center agents told us that great supervisors have the following attributes:

>Good overall people skills: approachable, friendly and positive; recognize contribution and show appreciation for the job performed
>Competent communicators: polished verbal and written skills and good listeners
>Organized and professional, with a strong work ethic
>Knowledgeable regarding procedures, agents' duties and company policies
>Consistently fair (regarding feedback, scheduling, etc.)
>Patient and helpful with training
>Provide regular feedback by praising publicly, but disciplining privately, using discretion and direction
>Serve as mentors: provide advocacy and opportunities
>Model the behavior they expect from their agents

>>MOTIVATING AGENTS......

Top motivating job factors

Agents cited "positive leadership skills of supervisors" (one-on-one interactions) as the number one most motivating job factor for them on the job. The second most commonly identified motivating job factor for agents was "relationships on the job with co-workers and peers." Both of the top two motivating job factors are directly related to agents' relationship with people on their jobs.

1. Positive leadership skills of supervisors
2. Relationships on the job with co-workers and peers

What does this mean? Agent loyalty and productivity are not concepts that can be purchased with incentives or contests or prizes. Many incentive programs have a scatter-shot effect as they manage to hit a lot of people, but often the incentives are not what agents truly value. True agent motivation needs to be earned through the identified values of strong leadership and a people-friendly culture.

>>HOW TO BECOME A PROFESSIONAL CALL CENTER AGENT...

A professional calling agent is a more highly trained type of telemarketer who specializes in more advanced types of customer service calls, such as charity fundraising, warm leads, follow-up calls and call center collections. As a professional calling agent, you should already have a proven track record in closing sales and getting results in a call center or customer service environment.

Things You’ll Need:

Tape recorder
Phone line
Telemarketing experience
Foreign language skills
Phone equipment

Become a Professional Calling Agent

Step1 Spend at least 1 year working in a call center or customer service environment as a telemarketer. Most call centers are looking for people who already have had success in an entry-level telemarketing position and are looking for bigger challenges.

Step2 Be prepared to be flexible with your potential work schedule. Most call centers are staffed from early morning until late evening, 6 days per week. You may be asked to work a different shift every day, or longer shifts within a single day, according to the needs of the call center.

Step3 Take the time to develop your phone manner. Use a tape recorder to work on your "phone voice," making sure that your tone is pleasant and that you are not speaking too quickly. Be aware that you will probably receive a lot of coaching at the call center to improve these attributes as well.

Step4 Become bilingual, especially in Spanish. There is a great need for bilingual professional calling agents. You may be able to negotiate to receive higher compensation for this skill.

Step5 Explore the possibility of being a remote agent, which allows you to work from home. You may be required to provide your own equipment; however, such as a basic-rate ISDN phone line to connect you with the main call center, and phone equipment, including a special headset.

>>QUALIFICATIONS OF A CALL CENTER AGENTS.....

>Positive and enthusiastic attitude
>Goal driven and results oriented
>Ability to overcome obstacles
>Highly motivated with a strong work ethic and attention to detail
>Excellent interpersonal and communication skills
>Customer centric focus
>Self-motivated with the ability to learn quickly
>Ability to work well independently as well with a team in a commission environment
>Exceptional telephone etiquette
>Ability to navigate internal systems
>PC skills required (Windows, XP, Excel, Outlook and Word)
>Ability to accept feedback and coaching as metric of performance
>Ability to adapt to a fast-paced and changing work environment (i.e., increased hours, work volume, etc.)
>Ability to prioritize and organize work related tasks and special projects
>Bilingual a plus (English and French/Spanish)

>>CALL CENTER AGENTS RESPONSIBILITIES....

1.Achieve assigned individual goals and expectations as set froth by management
2.Provide quality customer service
3.Set, confirm, and follow up on customer appointments
4.Maintain a professional and customer friendly attitude
5.Properly record and report all customer communication
6.Timely and accurately report all appointments to the appropriate store personnel
7.Maintain focus and drive to accomplish necessary outbound calling goals
8.Maintain clean, safe and organized work environment
9.Special projects as needed
10.Adhere to company policy and procedures

>>HOW TO SPEAK AND WRITE ENGLISH CORRECTLY

CHAPTER I

REQUIREMENTS OF SPEECH

Vocabulary–Parts of Speech–Requisites

It is very easy to learn how to speak and write correctly, as for all purposes of ordinary conversation and communication, only about 2,000 different words are required. The mastery of just twenty hundred words, the knowing where to place them, will make us not masters of the English language, but masters of correct speaking and writing. Small number, you will say, compared with what is in the dictionary! But nobody ever uses all the words in the dictionary or could use them did he live to be the age of Methuselah, and there is no necessity for using them.
There are upwards of 200,000 words in the recent editions of the large dictionaries, but the one-hundredth part of this number will suffice for all your wants. Of course you may think not, and you may not be content to call things by their common names; you may be ambitious to show superiority over others and display your learning or, rather, your pedantry and lack of learning. For instance, you may not want to call a spade a spade. You may prefer to call it a spatulous device for abrading the surface of the soil. Better, however, to stick to the old familiar, simple name that your grandfather called it. It has stood the test of time, and old friends are always good friends.
To use a big word or a foreign word when a small one and a familiar one will answer the same purpose, is a sign of ignorance. Great scholars and writers and polite speakers use simple words.
To go back to the number necessary for all purposes of conversation correspondence and writing, 2,000, we find that a great many people who pass in society as being polished, refined and educated use less, for they know less. The greatest scholar alive hasn’t more than four thousand different words at his command, and he never has occasion to use half the number.
In the works of Shakespeare, the most wonderful genius the world has ever known, there is the enormous number of 15,000 different words, but almost 10,000 of them are obsolete or meaningless today.
Every person of intelligence should be able to use his mother tongue correctly. It only requires a little pains, a little care, a little study to enable one to do so, and the recompense is great.
Consider the contrast between the well-bred, polite man who knows how to choose and use his words correctly and the underbred, vulgar boor, whose language grates upon the ear and jars the sensitiveness of the finer feelings. The blunders of the latter, his infringement of all the canons of grammar, his absurdities and monstrosities of language, make his very presence a pain, and one is glad to escape from his company.

The proper grammatical formation of the English language, so that one may acquit himself as a correct conversationalist in the best society or be able to write and express his thoughts and ideas upon paper in the right manner, may be acquired in a few lessons.
It is the purpose of this book, as briefly and concisely as possible, to direct the reader along a straight course, pointing out the mistakes he must avoid and giving him such assistance as will enable him to reach the goal of a correct knowledge of the English language. It is not a Grammar in any sense, but a guide, a silent signal-post pointing the way in the right direction.
The English Language in a Nutshell
All the words in the English language are divided into nine great classes. These classes are called the Parts of Speech. They are Article, Noun, Adjective, Pronoun, Verb, Adverb, Preposition, Conjunction and Interjection. Of these, the Noun is the most important, as all the others are more or less dependent upon it. A Noun signifies the name of any person, place or thing, in fact, anything of which we can have either thought or idea. There are two kinds of Nouns, Proper and Common. Common Nouns are names which belong in common to a race or class, as man, city. Proper Nouns distinguish individual members of a race or class as John, Philadelphia. In the former case man is a name which belongs in common to the whole race of mankind, and city is also a name which is common to all large centres of population, but John signifies a particular individual of the race, while Philadelphia denotes a particular one from among the cities of the world.

Nouns are varied by Person, Number, Gender, and Case. Person is that relation existing between the speaker, those addressed and the subject under consideration, whether by discourse or correspondence. The Persons are First, Second and Third and they represent respectively the speaker, the person addressed and the person or thing mentioned or under consideration.
Number is the distinction of one from more than one. There are two numbers, singular and plural; the singular denotes one, the plural two or more. The plural is generally formed from the singular by the addition of s or es.
Gender has the same relation to nouns that sex has to individuals, but while there are only two sexes, there are four genders, viz., masculine, feminine, neuter and common. The masculine gender denotes all those of the male kind, the feminine gender all those of the female kind, the neuter gender denotes inanimate things or whatever is without life, and common gender is applied to animate beings, the sex of which for the time being is indeterminable, such as fish, mouse, bird, etc. Sometimes things which are without life as we conceive it and which, properly speaking, belong to the neuter gender, are, by a figure of speech called Personification, changed into either the masculine or feminine gender, as, for instance, we say of the sun, He is rising; of the moon, Sheis setting.
Case is the relation one noun bears to another or to a verb or to a preposition. There are three cases, the Nominative, the Possessiveand the Objective. The nominative is the subject of which we are speaking or the agent which directs the action of the verb; the possessive case denotes possession, while the objective indicates the person or thing which is affected by the action of the verb.
An Article is a word placed before a noun to show whether the latter is used in a particular or general sense. There are but two articles, a or an and the.
An Adjective is a word which qualifies a noun, that is, which shows some distinguishing mark or characteristic belonging to the noun.
Definitions
A Pronoun is a word used for or instead of a noun to keep us from repeating the same noun too often. Pronouns, like nouns, have case, number, gender and person. There are three kinds of pronouns, personal, relative and adjective.
A verb is a word which signifies action or the doing of something. A verb is inflected by tense and mood and by number and person, though the latter two belong strictly to the subject of the verb.
An adverb is a word which modifies a verb, an adjective and sometimes another adverb.
A preposition serves to connect words and to show the relation between the objects which the words express.
A conjunction is a word which joins words, phrases, clauses and sentences together.
An interjection is a word which expresses surprise or some sudden emotion of the mind.
Three Essentials
The three essentials of the English language are: Purity, Perspicuityand Precision.
By Purity is signified the use of good English. It precludes the use of all slang words, vulgar phrases, obsolete terms, foreign idioms, ambiguous expressions or any ungrammatical language whatsoever. Neither does it sanction the use of any newly coined word until such word is adopted by the best writers and speakers.
Perspicuity demands the clearest expression of thought conveyed in unequivocal language, so that there may be no misunderstanding whatever of the thought or idea the speaker or writer wishes to convey. All ambiguous words, words of double meaning and words that might possibly be construed in a sense different from that intended, are strictly forbidden. Perspicuity requires a style at once clear and comprehensive and entirely free from pomp and pedantry and affectation or any straining after effect.
Precision requires concise and exact expression, free from redundancy and tautology, a style terse and clear and simple enough to enable the hearer or reader to comprehend immediately the meaning of the speaker or writer. It forbids, on the one hand, all long and involved sentences, and, on the other, those that are too short and abrupt. Its object is to strike the golden mean in such a way as to rivet the attention of the hearer or reader on the words uttered or written.

>>WHAT MAKES A GOOD CALL CENTER AGENT??

For everyone in call center management who regularly has the opportunity to walk the floor and scan the rows of faces, you’ve no doubt pondered the questions at the heart of employee retention: Why do certain call center agents excel in this environment while others fail? Why are some happy and others dissatisfied? How can some people thrive when others can’t keep pace?

Perhaps a bigger question is: How can you identify an individual’s potential before extending the offer?

We all know about the timeless personality models on the market, such as “Colors,” based on the DISC model. Do “Blue” people (those who are analytical) perform better than “Green” people (those who are engaging with high affiliation needs)? Or do the “Yellows” thrive (those who are fun, upbeat and spontaneous)? Personality models can typically describe an individual’s dominant personality traits, which is helpful when you’re trying to improve collaboration among a group of people. However, current research confirms that no single personality type dictates success among call center agents. So what makes a good call center agent? There are many complex explanations and models to address this question. In this article, Select International presents the answers compiled from many years of primary research and profiling agents in hundreds of call centers to collect over 2 million data points to date. It is from this data that the unique model for identifying Success Profiles of effective agents was created. The ModelFour main factors influence whether individuals will become great call center agents. The more of these factors that are aligned and in play, the more likely the agent will be successful:

(1) Competencies
(2) Motivational Fit
(3) Personality
(4) External

Factors These factors and all of the issues they cover are like a Rubik’s cube, interrelated in numerous ways. But with the proper perspective and a framework for evaluating prospective employees, the puzzle becomes much easier to solve.

(1) Competencies The most obvious of the four, the Competencies factor has the greatest impact on overall job performance. It indicates whether an agent has the skills, knowledge and ability required for the job. This includes technical knowledge of the product or services the company offers as well as knowledge of various call center systems, such as computers, telephony systems and CRM databases – all of which can be easily taught and tested for. Competencies also reflect a person’s ability to speak clearly and articulate a passion to meet and exceed customer expectations, along with the ability to develop rapport with every caller. It involves solving problems and managing difficult situations to end every call positively – even turning complaints into additional sales. And finally, but not least of all, Competencies includes navigating multiple software applications.

(2) Motivational FitAs the label suggests, this factor indicates how well the job characteristics match with the personal motivators of call center agents. This factor consists of three elements:Job Fit: Does the job motivate the person? Is the nature of the challenging call center work fitting (constant monitoring, demands for promptness, endless pressure to perform, confinements to space, etc.)? Environmental factors, such as seating arrangements, also come into play – as do ergonomic characteristics of the center, like lighting and general noise levels. Culture Fit: Does the culture of the company and call center match the individual’s priorities and interests? This includes the type of people who work there, how call center management leads, company values and company commitment to employee development and training. Personal Interest: Does the company offer what the person wants? For example, if a person has loved working in a fast-paced, high-energy retail environment, it’s not likely he or she will enjoy working in a sedentary call center job.

(3) PersonalityPersonality type impacts many aspects of fit and success potential, and how call center agents will respond to the other factors. However, as discussed earlier, there is no single personality type that will be more successful than another in a call center.

(4) External FactorsExternal Factors are those beyond the control of the agents and call center management. They include competitive compensation, location and transportation available. All of these factors can strongly impact a person’s willingness and ability to do the job, as well as quality and productivity levels. How to Identify Success This article is intended to help you create the framework for your own Agent Success Profile. Knowing how to identify success for your call center agents is the first step to building an effective, efficient selection system.

>>FLOWER....

A dewy flower at Balboa Park just after sunrise..

>>FLOWER....

A dewy flower at Balboa Park just after sunrise..

>>BUD

An extra ordinary flower....

>>F R O S T....

From the Grand Tetons in Wyoming

>>HAUNTED MANSION

The Haunted Mansion at Disneyland with its nightmare before Christmas Theme....

>>DISNEY LAND

DISNEY LAND

DISNEY LAND

>>ARTIST..S PAINT POTS,,,,

It would have been nice to have had more time though. We never did get over the north east part of the park where most of wildlife is suppose to be......

>>JASPER OF CANADA

A lake in canada

>>EL NINO

El Nino Hide tide at the ocean beach pier