Category Archives: Other
The Team Rescues a Teammate
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
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
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
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
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
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
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
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
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
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