Category Archives: Other

CALL CENTER CONFIDENTIAL

The Team Rescues a Teammate “I’d Give Anything for a Do-Over.” By: Gordon Lawrence It’s break time at the Call Center and the team heads to the cafeteria. Sally opens her insulated lunch box and places fruit, cheese, carrots and … Continue reading

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Meet Sally…The Rep with the New Mercedes GLS550 SUV (and Kids in Private School)

Meet Sally   by: Gordon Lawrence The Call Center Rep with: A Son in an Exclusive Boarding School A New Mercedes GLS 550 SUV Ownership of a Pilates Studio A Highly Successful Lawyer Husband An Upcoming Vacation to Europe.   … Continue reading

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RAISING CASH

by Gordon Lawrence SALLY: (Speaking to her daughter, Gwen) “Hi honey. I got your text and now I’m on a break.  How are you?  How is Jamie?” GWEN: “Mom, Jamie fell and hit her head.  Very hard.  We’re in County … Continue reading

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PLEASE WRITE YOUR FACEBOOK ID AND PASSWORD ON THE FORM

PLEASE WRITE YOUR FACEBOOK ID AND PASSWORD ON THE FORM THIS IS REQUIRED FOR CONTINUED EMPLOYMENT.  THANK YOU. by: Gordon Lawrence  _____________________________________________________________ Larry Barnett, Call Center Manager, comfortably ensconced in his oversized desk chair, addressed his supervisor, Brenda Martin, uncomfortably … Continue reading

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CALL CENTER CONFIDENTIAL: Finding Work in 2013. The Final Interview. How Much Do You Want the Job?

by Gordon Lawrence _____________________________________________________ Robert felt a tap on the shoulder as he left church following Sunday services. Fellow parishioner and acquaintance, Christobal Valdes, needed a minute of Robert’s time. Chris came right to the point, “Robert, I’m looking for a … Continue reading

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CALL CENTER CONFIDENTIAL: No Way Out. Sally, 65 Years Old, Must Keep Working

No Money.  No Future. At 65 Years Old, Sally Must Keep Working at the Call Center by: Gordon Lawrence __________________________________________________________ It is 10:00 pm and the team logs out for the last break of the day. Sally asks me to … Continue reading

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CALL CENTER CONFIDENTIAL: The Secret to Cross-Selling Success

By: Gordon Lawrence It is called cross-selling, up-selling, add-on sales, “meeting the needs of the customer” or “providing convenient one-stop shopping.” What it means to callers is, prepare for a sales pitch. Representatives are required to ask for an add-on … Continue reading

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CALL CENTER CONFIDENTIAL: I Get By with a Little Help From My Friends

Juanita’s Sick Daughter Spends the Day in the Break Room by: Gordon Lawrence Juanita has a problem. A very big problem. Her infant daughter, Isabella, is sick. Maybe it’s the flu. Maybe it’s something she ate. But whatever it is, … Continue reading

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CALL CENTER CONFIDENTIAL: October ICMI Conference in Dallas – Brenda Martin’s Surprising Reason to Attend

by: Gordon Lawrence   “Larry, got a second?”   Brenda Martin, Call Center Supervisor, dropped the nineteen page ICMI brochure on her manager’s desk. Larry picked up the brochure, noted the October 11-13 dates and Dallas location and asked, “How … Continue reading

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CALL CENTER CONFIDENTIAL: Perp Walk: Ray Perry’s Last Minutes at the Call Center

by: Gordon Lawrence At the Call Center, there is no privacy when it comes to individual worker productivity results. Our statistics are posted for everyone to see. There was a time when the report was sorted, best to worst. A … Continue reading

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