Monthly Archives: January 2015

Tired of Social Media? Try Anti-Social Media

Categories: Humor, Social Media | Leave a comment

I’m very tired of social media. It’s always the same anti-social people, the same boring posts, etc. And then I get into the same addictive behavior all over again. I quit social media four months ago only to become addicted to it again. Maybe I should have a rule that I only use it at night.

The truth is that the type of people who use social media the most are very anti-social. Try making friends on social media. Even the people who follow you and have interacted with you before don’t want to know you. We might as well come up with a new form of media called anti-social media.

But, how would it work? Anti-social media platforms would reward you for each time you offend people. They would poll other readers to get a score for how cutting or disturbing your comment was. The more you upset, the more followers they give you. I like this idea almost as much as I like my idea called “Dissed.” Dissed is a social media site where you get notified every time someone unfriends you.

“Sorry John, you were just dissed by Cindy!”

Anti-social media could also be a place to show inappropriate photos, or photos of people at their worst. You could take photos of your friends when they just got out of bed, or spilled something on themselves. Or you could spill something on them just to have a good photo for anti-social media.

I’m not sure what is becoming of society, but the cool people I know hang out at cafes and NOT on social media!

The length of your break time determines your success

Categories: Management | Tagged , | Leave a comment

Many of us are busy all the time and just don’t take breaks. Or some of us take breaks, but not at the right intervals. Studies have been done to research how often and for how long the most successful people take breaks.

Ultradian Rhythms?
The US Army research institute discovered that the human body has ultradian rhythms that last 90 minutes. Ultradian rhythems are present while we are awake as well as when we are sleeping.

Take a break regularly!
Research has shown that adult humans think better when they take a break every 50-90 minutes. But, how long should the break be? One article I read said 17 minutes. But, what should you do on this break?

About me…
Personally, I take breaks all the time and work round the clock. I start around noon and work late into the night. Many overachievers have found that it is easier to get work that requires deep thinking done while others are sleeping. There are less distractions, less noise, less interruptions, and the atmosphere has less mental static as well if you can embrace that theory. I’ll typically watch television, take a walk, get a massage, or have dinner during my breaks. But, am I breaking wrong? Research is telling me I need 17 minute breaks. What could I possibly do for 17 minutes? That is too long to nap and if I dose off too short to sleep?

Google?
I saw a movie about Google‘s educational campus, and they had little sleep pods. Aparently Google got it early on that napping and game time are an important part of keeping an innovative mind sharp. They had pool tables in their office, lots of community space, and weird games that they played outside. I thought it was really cool to see all of the innovations and weird words they came up with.

Your Employees?
I hope that bosses read my blog because it is written from the perspective of an entrepreneur or a boss of a very small company. But, as a boss, you need to make sure your workers are getting enough break time. You need to enforce scheduling of breaks and have cool stuff to do that your staff will appreciate. Why not have a samosa break? If you are in India you are probably already doing this! But, be disciplined about when you have it. Then, have a wild-card break where it is unpredictable what you are going to do. You can have a nap break, a lunch break, a take a walk around the block break, and meet new people break. The important thing is not what you do, but making sure the break is exactly 17 minutes. Or, perhaps that is not important. Experiment and you tell me!

The most successful people
The high achievers do not burn out. They don’t because they find ways of creating balance in their life and keeping their passion strong. If you are to survive a grueling schedule and tough tasks, you need to stay healthy, eat right, exercise, take breaks, and balance your life. Try different approaches, but make this a priority, because not breaking enough can ruin your career and your company.

Unions — good for the American worker, or not!

Categories: America | Tagged , , , | Leave a comment

In the old days in America, there were mean company bosses who forced people to work overtime. People were not given paid sick leave, and were not given medical insurance. Workers had to work in dangerous and unpleasant conditions. Sounds like today’s China, but with a different accent.

The solution to this problem was the creation of unions. Unions hit their peak membership in 1954 with almost 35% of the labor force as members. Many felt this was “good” for American labor as it got people “fair” wages. I feel otherwise. I feel that unions helped particular groups of workers get higher than market value wages. They were able to do this by virtually holding expensive and immobile (not movable) infrastructure hostage. It would be too expensive to relocate, so companies were forced to negotiate with very angry, destructive and unreasonable unions. Throughout history, many union workers provoked many arguments and disputes with management, often when it was not useful or practical to do so. The Japanese philosophy of work is for management and labor to be in harmony. Americans wanted no such part of this harmony. So, what is the result of an unwillingness to develop harmony and balance?

The unions in America were strongest in the Northeast, Midwest and California. The Northeast lost a lot of manufacturing, but retained its economy by excelling in other sectors such as hi-tech. California also did well in hi-tech, but also in agriculture, movie business, and much more. But, the Midwest was not able to recover from a huge blow to its manufacturing sector. The fact was that the inflated union wages were just far more than what companies would have to pay down South or in foreign countries. So, many manufacturers with union contracts just packed up and left which meant a huge expense of creating new factories in new places.

Additionally, it seems that unions never really had the interests of workers as a whole at heart, but only some workers. Puerto Ricans and blacks were often left out of unions. Younger workers were not always given immediate membership in unions either. Since there were limited unionized jobs at above market rates, there were more people who wanted to be part of unions than there were jobs.

As with life, power seems to come and go, especially to those who abuse it. The workers in the Midwest abused their power by asking for more than a market wage. They were enjoying a lavish lifestyle while other workers doing similar work in America and overseas were working for peanuts. The result of this abuse of the power they created is evident if you drive through the Midwest and see all of the abandoned buildings.

On a brighter note, due to technological advances, and lower labor costs due to increased immigration, America can now once again compete with China for manufacturing. China’s increasing land and labor costs also make it easier for us to compete.

The bottom line is that unions never helped the American worker, but temporarily helped a few who had mafia type control of overpriced jobs. For the rest of the workers, their lives were horrible. I will say that our government did somewhat of a good job creating labor standards that protected workers from dangerous or abusive situations. On the other hand, the government made it so hard on businesses by forcing them to provide health insurance and other benefits that many companies are forced to go overseas where laws are more relaxed. The old story is told again, that when you push too hard, there is a devastating reaction. And that reaction is called outsourcing. But, it’s a blessing if you live in a country called India. So, look at it from the other side of the coin.

I think the point of this article besides how great outsourcing is (if you are in Asia) is that when you push markets out of balance by force, they will bounce back one way or another. And when that bouncing happens, it can be a disaster leaving bombed out buildings that used to be plants, millions unemployed, and worse! Until next time!

A call center where they pretend to be in the same room with you

Categories: Call Center | Leave a comment

People who work at call centers tend not to be the most imaginative. And they tend to burn out quickly as well. It might be more fun if there were a way to spice up the call center business a bit.

Whenever I make business calls, I always apologize profusely for how I am dressed and ask if they like the fragrance I’m wearing. Sometimes I ask if it bothers them that I am not dressed at all. I can imagine a motivational coach being upset that I didn’t dress for success — but, I work from home, so sweatpants and a t-shirt are the dress code for success around here.

AGENT: Nice to talk to you too.

CLIENT: Yeah, I am so glad you can help me.

AGENT: Yes, but one thing. It’s your desk. Have you dusted it recently?

CLIENT: Why, do you have allergies?

AGENT: Not yet, but I’m sneezing just being on the phone with… hold on… (a-choo) with you.

CLIENT: Wow, I didn’t realize it was so bad. I’ll use some bleach and clean it up so it is sterile enough to do surgery on.

AGENT: Sounds wonderful .I’ll bring a scalpel.

CLIENT: I like this virtual being together. It’s like a virtual marriage!

AGENT: You think? Well it will really be like marriage when you find out how much I spent on your virtual assistant plan without asking you. $2000 per month. But, you’ll love the VA I got you. Her name is Cindy and she is one of our best girls.

CLIENT: You spent how much? $2000? This girl better be good. It’s a good thing you took out the trash last week, otherwise you’d really be in the dog house.

AGENT: We don’t have dog houses in my country. That would make it like taking candy from a baby for the neighbors to have their dinner.

CLIENT: Yes, dog soup is a famous delicacy in the Philippines I heard. But, I didn’t believe that. I thought it was all a big joke.

AGENT: Anyway, love your hairstyle and the hair spray smells really good. We’ll talk to you later. Have a night afternoon.

CLIENT: It’s evening here in America, but, — whatever! Have a nice afternoon. And don’t forget to take my pants to the cleaners!

I saw my personal evolution unravel as I examined blogs I had written years back

Categories: Of Interest | Tagged , | Leave a comment

It is so funny. Several years ago I wrote a blog called, “The Rupee Mentality.” And then I wrote another blog with the same title recently. I’m not sure why I came up with the same idea twice, but I understand that is quite common in article writing.

My original article
The one I wrote many years ago did poorly. It was about my own personal battle with thinking small. Nobody wants to read about thinking small, especially not my personal small thoughts. People want to read about someone who had a great idea and turned it into something big. Although this article examined thinking small vs. being sensible, it missed the bigger picture. Saving every penny and being a miser will leave you with very little in the end. On a brighter note, making sensible decisions and paying for good employees will help you be more successful. But, how do you become a huge success?

My second article
The second time around I wrote about small-mindedness on the part of outsourcing managers and how annoying that is. I wrote about how managers hire cheap employees that can’t even function and how stupid that is. I don’t see how businesses with incompetent fools for employees even survive, but they do. I interview dozens of companies in India and turn them all down because I talk to their lowest level workers who can barely talk, let alone work.

My thinking about business has evolved.
Looking back at my 2010 rupee mentality article, I realize how much I have changed in the last few years. I used to be very cost conscious while now I think more about the quality and reliability of the work being done with price being a secondary consideration. In India, they have not evolved to this point yet. Maybe one day they will wake up and get it. India is so backwards in so many other ways, that thinking about quality before money is the last of their concerns. Just being able to function would be a welcomed change. Putting other people’s functionality aside, I just wonder where my thinking will be in another four years when I will probably reuse this blog title a third time!

What about a huge success?
In India, ten million rupees is called a “crore.” Maybe I should write something called “The Crore Mentality.” To be successful in a huge way, you often need to either reinvent efficiency to a masterful level, or reinvent the wheel. You need to find a completely revolutionary way of doing something currently done, or invent something new that people will need. With or without great ideas, you also need great workers. Companies like Google understand corporate culture. They understand the proper breeding conditions for innovation. They understand how to attract live-wired people. Google seems to be the opposite of people with the rupee mentality as they create super-function! I guess, when you are having a brain-storming session about business, ask yourself if that thought will make you a huge success. And if you are thinking of hiring someone, ask yourself if that person is going to drive your company to stardom. That is the difference between the crore mentality, the responsible mentality, and the rupee mentality. You cannot become a huge success unless you reprogram the way you think! So throw away your thoughts of rupees this instant and start thinking on a galactic scale.

A final thought
Putting aside how much better my short 2015 Rupee Mentality article is, the Rupee has devaluated a lot since I wrote the earlier article back in 2010. In any case, you can read both and see which one is better and why. Personally, I feel the 2015 article is much better because I no longer had the Rupee Mentality when I wrote it. Perhaps I should really think and write a much longer and comprehensive article about this psychological phenomenon!

The Rupee Mentality 2010
http://bpo.123outsource.net/2010/08/14/the-rupee-mentality/

The Rupee Mentality 2015
http://bpo.123outsource.net/2015/07/07/the-rupee-mentality-2/

The Rupee Mentality 2019
I have no idea what that one will be about, but I guarantee you it will blow you away!

What to write about in your outsourcing profile on 123outsource.net

Categories: Outsource Marketing | Leave a comment

Many people advertise on 123outsource.net. Many claim that they get great leads from our directory as well. However, most companies do not describe their specialties clearly and do not write a good notes section for their advertising profile. So, what should companies put in their notes section? There are actually many points that a company could put. Many introduce their company and talk about their lofty corporate mission, but fail to give you even a vague clue what the company actually does which makes it unlikely that they will get any calls. Other companies have bullet points and go point by point what they do and all of their respective specialties. While a third category of companies writes about themselves as an individual and redundantly mentions their cell phone at the bottom of their notes as well as their address which is already in the contact information section of the listing. In any case, here are some winning ideas of what to put.

(1) Services & Specialties:
Examples: Inbound, Outbound, Telemarketing, Order Taking, Collections, Product Support, Technical Support, Help Desk, Medical Billing, Medical Coding, Custom Software Development, PHP, Java, .Net, etc.

(2) Training
How do you train your workers? What is unique about them?
Many companies create long paragraphs about how great their workers are without mentioning any specifics about how they are trained and what metrics they focus on. There are often vague claims about how they deliver more “value” to the client, or how they focus on training, but the nitty gritty would add some substance to the notes. Uniqueness and specifics sell while vagueness is a waste of the reader’s time.

(3) Management
What is unique about your management?
Once again, being specific about your uniqueness is much better than talking about some lofty mission goals that have nothing to do with your daily functioning.

(4) Other
Do you offer 24 hour service?
Are you international?
Does your staff speak American or British English?

(5) What is better about your BPO or call center?
Is there a way you can prove that your BPO operation is better without resorting to bragging? Some companies give compelling reasons why their company is better. Perhaps they have an impressive list of clients like IBM or Intel, or perhaps they have been in business longer, or have a larger staff. Others might hire better trained workers, or do a better job of training them in house. There are many reasons your company could be better or worse. Knowing how to express this is the difference between looking inexpensive vs. professional.

(6) Date of incorporation or inception
How long has your company been in business?

(7) What is the process of getting started and choosing your reps?
How hard is it to switch a rep if you don’t like the first one? I often don’t like a particular call center worker or programmer and want to switch them. Companies are often very sluggish about letting me swap workers.

(8) Who are some of your best clients?
Such as international companies like IBM, Burger King, Walmart, etc.

(9) What are your rates per rep for different levels of service?
Do you make prospective clients pull teeth to find out what their options are, or do you lay the various choices and price breaks on the table for them to choose?

(10) If you have a mission statement, that is not a bad thing to add.
Sometimes mission statements can sound very cheesy, and often they are used instead of much needed specific information about your services. But, if you have a legitimate mission statement and company goal, that might be valued by prospective clients.

We only focus six hours per week; When do you focus best?

Categories: Of Interest | Leave a comment

We only are highly focused six hours per week. I see this in my personal work. I do a lot of busy-work such as working on my Twitter profile or writing blogs. But, the hours that we devote to deeper thinking are very critical. If you don’t use your focused hours right, your entire career will suffer. You need to figure out how to allocate your precious time — what to do more of and what to do less of.

When do you focus best and where?
When I first get out of bed, my brain can barely function. I do repetitive work then as I can’t really think. Then, I do emails and a few phone calls. But, my prime hours of focus are more in the evening. I do my deepest thinking between 10pm and 2am. I stay up late as a regular habit. I’m not sure if it is a good thing or not, but there are no distractions to my work at night when it is quiet. The problem is, that if I tired myself out with busy work, it is hard to focus.

I bet I would focus best if I did a little writing during the day, took a long walk, took a bath and then did my deep thinking. It is important to be refreshed from exercise, but not wiped out. Your brain is a very sensitive organ and performs well only under optimal conditions.

The key here is to identify not only which six hours you focus best, but which activities to do during those special six hours. Planning and analysis are very important to do during your peak hours of concentration as those are your most sophisticated and critical tasks.

Other people focus better in the morning. Should you waste your morning hours on meetings or other non-time sensitive work? Perhaps you should do your most critical tasks in the morning when you are fresh. Doing the right task at the right time of the day is absolutely essential. I have optimized my day by doing exactly what. What about you?

Having stunning photos in your feed will boost Twitter followers!

Categories: Social Media | Leave a comment

Do you run a Twitter profile? Do you like it? Me too! But, getting new followers is not always as straight forward as the how to articles on blogs might lead you to presume. There are various ways to attract new visitors to your Twitter profile. Converting visitors to followers is a separate issue!

Attracting new visitors
If you get favorited, commented on or retweeted, you will attract visitors to your posts and to your profile. People will see your posts on other people’s profiles which is what you want! You can also attract visitors by following hundreds of people very day. The next thing that happens is that those appreciators of your posts might visit your profile page. That is where things can really go wrong.

When they visit your page pop up
The first thing people might see when they click on your profile name is your last four tweets — not your retweets. They will see content that you published including comments on other people’s profiles, your “thanks for following xoxo” notes, etc. If your last comment was something meaningless such as, “nice photo” or “huh?” then you can be assured you will not get any new followers. However, if your last comment was a classy joke, or a meaningful posts that got favorited by a few people, then you might attract people to view your whole page on a full screen which will show the retweets and your bio, etc.

hen they visit your full page
Once your visitor is on your full page, they will see your pinned post, your retweets, as well as your tweets all in one feed. Now, let’s assume that your last two posts were retweets of breathtaking photos, or meaningful industry specific posts with great graphics. If so, you will have a higher visitor : follower ratio. However, if you have boring photos, or no photos, posts that nobody liked, and a lot of off topic posts, plus meaningless dialogue with others such as, “you betcha” or “I liked that too.” then your visitor : follower rate will be bad — very very bad.

How do you master the art of choosing photos?
You need to study what your crowd likes. When you post retweets, which ones get interactions and which are ignored. If you can master the art of choosing content that people like, and get rid of the content they don’t, you will have a winning Twitter profile. I often will post the same popular retweets every several days assuming they continue to be systematically popular! Why not recycle a good idea?

Good luck
I hope you too master the art of Twitter. Twitter is fun, meaningful and can do SEO miracles for your blog and web site!

Do you tell the applicant what they can get from the job?

Categories: Hiring & Firing | Leave a comment

Job interviews can be very useless if you don’t do them right. The interviewer asks some questions and the applicant tells the interviewer what he thinks the interviewer wants to hear. It is all so worthless. But, you can ask personality and thinking questions where there is no right answer. I find that interviews do not tell me which candidate will do well in the end, although it tells me who I like and who communicates well.

But, most bosses fail to understand the art of attracting good workers. Large companies succeed where many small companies fail because people might feel that they have a good future at a large company. Many feel that at a tiny company, there is nowhere to grow. This is not always true, but it is about the impression you make and not about reality.

A smart boss lets the prospective worker know what they can expect to get from the job, and what they can learn from it too. This way the applicant feels that they will develop their career at the job and that it will lead somewhere. Most applicants want to go in a direction, and if they can’t see that direction clearly, they might take a job from somewhere else which pays a lot less.

Another factor not to ignore is asking the prospective employee where they want to go with their career. If your offering somewhat matches where they want to go, you might have a match. The important thing is that a job is not just about the money. It is about the experience, who you will meet, what the office looks like, and what can be learned. If your interview doesn’t focus on all of that juicy stuff, you are missing the point.

Building your drive is the single most critical factor for your success.

Categories: Motivation | Leave a comment

After talking to numerous business mentors, one thought stuck in my head. The difference between a company that does well and one that doesn’t has more to do with drive than skills, although you need both. I once compared my friend’s business to a delivery truck with a rick shaw engine. With such a small engine, you just can’t grow — and his company doesn’t. The question is, how do you hire people with drive? How do you even find them?

But, as an individual, whether you work for yourself or someone else, one of the most important aspects of your success has to do with your drive. There are people who are in the habit of sitting around. Some sit around and complain while others just sit around and gossip or watch television. To be successful you need to have a sense of purpose and drive. If you decide to manage your time in such a way that you work less hours, that is okay if you do it for a strategic reason. But, laziness is never an acceptable reason.

I was talking to a friend who just got his MBA. He wanted to start an HR agency, and also wanted to sell apps. He had a technical background, but I wasn’t sure what his specialty was in. He was waiting on a visa to start working in America. I told him not to waste time and to start creating apps right away. Then, I found out his background was in networking, and not in programming. But, the fact remains that he was frittering his time away instead of building something and building himself. Even if what he built was useless, he would have maintained and developed his drive.

The same goes for hiring people. If you aren’t sure which person to hire, see which one is willing to stay overtime and which one sticks with something until they get it right. Lazy people will drag your company down. You need someone who pulls you forward!

Simple Thoughts + Efforts = One Happy Organization

Categories: Management | Tagged | Leave a comment

Organizations seek to maximize their profits and increase the productivity of their employees and employees seek to achieve satisfaction at work. Most of the time the challenge remains the same, how synchronized an organization and their employees are to each other’s success?

We are different individuals and with that difference we have different outlook, skill level, needs and expectations. In my quest to set employee engagement ideas, I decided to sit down one day and just talk. Started with general issues and came across to their engagement in the organization. Their expectations are different and given an effort can be taken care but the question is will that affect the productivity? If No, I don’t see a challenge saying YES to them and if it does affect the productivity then what is a way to work it around other than saying NO to them. We started prioritizing the expectations and improvising where we can fit them in our policies within a perameter. We do keep a buffer element in our policies so we can change a bit and make it more employee centric (within the parameter).

One important thought: Policies are made for people and NOT vice versa.
When we hire a candidate we put them on three day buffer from day 1. Come to office, sit, work and see if you can fit in our culture. Yes, before they leave for the day; we talk one on one with them to understand if they are going to fit in our culture or not.

Our exit interviews, we have renamed as “Last Casual Time” and here DO NOT discuss about theoretical questions which we find in almost every exit interviews. We keep it completely casual and try to understand the reason/reasons for their exit.

We do conduct anonymous surveys within our organization to understand how well are we doing as a team and we focus on every outcome of the survey and not just the majority. Surveys are conducted based on the analysis of exit interviews.
Few learning I have gathered with time:

1. Value your employees, they earn and you earn way more

2. Know them better, know their stories. It bonds really great

3. Emphasize on positive aspects of your employees and provide practical feedback

4. And above all, set your middle management strong and keep the hierarchy short

Picking a 4000 foot BPO office before you have the clients!

Categories: BPO | Tagged | Leave a comment

Yes, one of my clients on 123outsource.net did exactly this. He was an American who never expected that he would end up in the Call Center business. He went to India and he just knew that if he got a large call center, the customers would come. His attitude was just like in Dubai: build it and they will come. Come they did, but not at the rate that he expected. His philosophy changed. Now he believes you should have the customers first and then get a large office. But, that is not so easy either.

It’s either too big or too small
No office is just right. It is either too big or too small, unless your office is made of rubber. If you are lucky, you can rent a trailer and create office spaces in those. That way you can rent by the week when you need elasticity. Or you can outsource to people who work at home. In India, they prefer squeezing people. Indians are born in cramped compartments. In actuality, if you had a huge room and twenty Indians, they will likely all put their desks crammed together in one corner of the room rather than spreading out. It is habitually engrained in their culture. Even with web forms, Indian programmers make the boxes two inches wide — it is so small, you can’t even see what you wrote in the box!

Being versatile
But, if you can be versatile and adaptable, you can deal with changing office situations more easily. If you had a team of twenty, and all of the team works from home one day a week, if you run out of space, just have everyone work from home two days a week! Or have everyone squeeze. On the other hand, you could have people work different shifts so you are not all on top of each other. In call center work, people are expected to be in the office, but some people do work from home if their home is quiet enough.

What would Google do?
Google invented a tiny work-pod. You get in and it is only a few feet wide, and circular of all shapes. You can space them out or squeeze them together. Many companies have workers work at huge tables in open workspaces that have no walls. Personally, I need my space and can’t stand noise, so that business model is out for me. But, others thrive in this environment. Having an overflow strategy is critical. If you can get some space in the building next door when you need it, that is perfect. Then, there are places that rent office spaces by the week as well. Renting a cubicle by the week is a great way to meet new and exciting people. I actually rented an office space by the afternoon twice and loved it. But, I went during the weekend when it was quiet which I loved all the more!

My advice?
Think positively in your business. Assume you’ll grow even if you have no reason to assume that. Our thoughts seem to precede reality according to the yogis, and I have found this to be true. However, don’t bite off more than you can chew. Perhaps get an office that is 25% more than what you need. If your business is slow, then you will have comfort, if you grow, you will have a year or so to find some extra space or move the entire operation. The trick is to have the exact amount of extra margin — know where to draw the line! Or you could visit Japan and see how cramped their life is. Once you return to your country, however much space you have will seem like an unheard of luxury.

Other than that, have fun and enjoy your work!