5 popular call center benchmarks

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f you want to hire a call center, give them a quiz over the phone and see how well they know their benchmarks or benchmarks of quality standards. If they say, “huh?” maybe you have found the wrong call center.

Service Level
How many percentage of calls were answered within a particular time frame? If 80% of calls were answered within 20 seconds, that is very impressive. But, how many can achieve that?

Average Speed to Answer
Many of your callers might be on hold for a while in a queue. How long does it take for your average call to get answered?

Abandonment Rate
How many of your calls hang up before an agent answers?

Call Duration
How long was the call. If your agents talk too long with your clients, you might be popular, but won’t be able to handle many calls in a day.

First Call Resolution
If an agent can handle 90% of calls and resolve them singlehandedly , that is fantastic. Other agents need to transfer calls and get others involved. The value of a call center agent lies in their ability to resolve issues.

Quality
I’m not sure if this is on the list. But, there are certain factors in the call center business that cannot be measure with stats. If someone has a pleasant voice, comes to work regularly, doesn’t quit after severa months, and is nice to the clients, that is actually more important than any of the more statistical metrics associated with the call center industry!

You can’t be behind when you behead

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The joke is that extremists in Iraq who like to cut people’s heads off were late to an appointment. All of their friends were there wearing ski masks with the video equipment ready, but two guys were late to the beheading. The leader of this satirical extremist group scolded them on their tardiness and said, “You can’t be behind when you behead! Next time will be your last!!!” The late guys said, “Gulp?”

But, having a business is just like fighting a war. You are in a sense beheading the competition or getting your head chopped off by them. If you are always behind on your work, your business will never grow. Your customers will always be upset with you for your sluggishness. Most businesses want to use manpower efficiently and make sure that each labor resource is used to its maximum. The problem with this is that you won’t have time for last minute emergency projects, not will you have time if existing projects take longer than anticipated.

If you want to grow your business, hire more people, buy more computers, buy more inventory, make things bigger. If you have a little extra available labor resources, your business can grow. If you are always up to capacity, there is no room to grow. The analogy is having a city on an island. If the city takes up all of the island like Singapore, then there is nowhere to grow unless you find a way to build into the water. You need new land to put your buildings and farms.

So, stop being behind. Start finding ways to have more labor capacity and more managers ready to assist. Have people who are ready to answer phones who can communicate well. I wonder what the Mayans would say about this article — they did lots of beheading back in the day!

If you are sluggish paying people you owe – metaphysical realities

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The beginning of the month was very sluggish in sales. I knew our industry was slow, but it had never been this slow in over ten years. Since I “study” metaphysics by observing reality, I was thinking that perhaps there is a metaphysical solution to this problem. Sales had been down by 40% and I was not sure if I would have to change the way I do business to compensate for this loss. However, I noticed one thing. I was behind paying my programmer by a few weeks. I owed him $3000. The minute I wrote the checks and put them in envelopes, the incoming money flow shot up immediately.

Another thing I noticed is that tything or giving money to reputable charitable organizations really helps keep your income up. Metaphysically speaking, if you help others, and sacrifice your heard earned money for the sake of someone else’s welfare, the universe will help you succeed. The universe’s goal is to help the worthwhile people make their way up the totempole and keep the selfish people at the bottom.

So, if business is slow, or you need better luck, be better about paying people, tything, and do daily prayers as well!

Does it make sense to have a minimum wage or raise it?

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It seems nonsensical to have a minimum wage. In a free market economy wages are set by supply and demand. The minute some socialist government like the government of the United States wants to start meddling with wages, there will be a lot of unemployment. Young boys who have never had a job are not worth minimum wage. They’ll sit around unemployed and then get into selling drugs while illegal Mexican immigrants take the jobs that those young boys were morally entitled to. Although the illegal immigrants are paid under the table, they are paid a market wage which is about $4 per hour which is a lot less than the $10 per hour in California. Now, they want to raise the minimum wage.

Minimum wage means unemployment for blacks and more illegal immigration which brings crime, drugs, kidnappers, mafia, and more. Having minimum wages increases the chance that employers will have to break the law out of economic necessity. After all, how can you hire Americans and give them benefits, when your competition is hiring illegals for $4 per hour with no health insurance?

Since America is a country that is selective about which laws they enforce, you should have less laws. Less laws means less problems enforcing whatever laws you keep. If they enforced illegal immigration laws, there would be fewer workers which means higher market value wages. In that case, the market wage for restaurant work and other cheap labor might be $12 to $15 per hour without government meddling.

What about having a maximum wage? Nobody has ever talked about it before. Maybe doctors shouldn’t get paid more than a certain amount. Maybe a clerk at McDonalds shouldn’t make more than $15 per hour no matter how good they are. I feel we are regressing deep into socialism while China has become a playground for capitalists. Invertendo is the word my spiritual Master uses to describe this situation where we become the opposite of what we were and someone else becomes what we were instead.

Blogalytics, an unexplored art

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If you do any type of web business, without a rudimental knowledge of web analytics, you will soon be out of business. Analytics can tell you which blog post people liked, how many visits you got on particular days, and how many seconds or minutes they stayed on the page. They can tell you which page they visited after they left your page, and which page they came from before. But, there is a lot that analytics cannot tell you.

If blog entry #254 got eight clicks, how many times was it promoted on Twitter or social media? Your analytics might not give you the whole picture.

If your blog entry did well the first time you promoted it on social media, it might not so well on subsequent tries. Your analytics will not be able to predit the long range predictability of your articles.

If you put a particular blog entry that is unpopular on the top of your feed and one person reads it, how does that affect your overall blog traffic? Sometimes I will put a popular blog entry at the top of my feed for a day or two before publishing anything else. Often times it will not get clicked much, but the blog traffic for the day will be a lot higher.

I have decided to employ a completely new strategy for my blog. There are posts that are experimental. I enjoy exploring new topics because they are fun to write about and sometimes lead to finding a new and popular topic to write about. However, most of the time, my readers do not share my enthusiasm for these new topics. My question is, how can I do my exploration and experimenting without alienating my readers? My solution is to use the first few days a month to try these topics out. I will publish an article every 8-12 hours so that if the readers don’t like it, the blog will submerge in the feed soon after. I have also decided to remove unpopular posts a few days after they are published. That way my feed will be all popular posts.

Another strategy is to create links from older and more popular articles that place well on google, and link them to newer less popular articles. On my blog, the articles from 2011 get the majority of the clicks while articles from 2016 that are often much better get none. I need to constantly change the links around to emphasize newer and more interesting content.

Do we still have freedom of speech?

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America was founded based on people having certain freedoms, one of which being freedom of speech. But, our freedom of speech is so inhibited, that we kind of don’t have freedom of speech.

If you talk about anything religious or political, people might tell you to be quiet, or accuse you of being sexist, racing or politically incorrect just for mentioning certain religions names or expressing any type of idea.

The next issue I have is that there are different rules for black people than there are for whites. Black people can use offensive racial (racist) language and get away with it while whites cannot say anything without being accused. Is it fair? Whites are always accused of being racist whether they are racist or not while Asians and Hispanics can disciminate all day long and nobody bats an eyelash. So, not only do we not have freedom of speech, but whites are held to very high and unfair standards while other rates don’t seem to be held to any standard.

In China on the other hand, people have big mouths. They make all types of remarks about anything and everything that would be very offensive if translated into English. They just blurt out what they think since nobody is antagonizing them for opening their mouths. The irony behind the iron curtain is that they have more freedom of speech than we do simply because their people are more tolerant than “freedom loving” Americans.

You can say what you like in China — just don’t criticize the government too much or they will strike back.

So, we are fighting for freedom in Iraq when we don’t have freedom here at home. How pathetic. If I decide I want to live in a country with freedom of speech, I’m moving to China.

Most popular success quotes

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I tried a few dozen success quotes on my twitter profile to see which ones would be the most popular. The ones I liked most were not always the most popular. But, here are a few that my crowd liked the most!

“The size of your success is measured by the strength of your desire; the size of your dream; and how you handle disappointment along the way.” — Robert Kiyosaki

#Corporations: An ingenious device for obtaining profit without individual responsibility.” — Ambrose Bierce

“I’m an entrepreneur. ‘Ambitious’ is my middle name.” — Kim Kardashian

“Opportunities don’t happen. You create them.” — Chris Grosser

“All lasting #business is built on friendship.” — Alfred Montapert

“A goal is a dream with a deadline.” — Napoleon Hill

“Winners never quit and quitters never win.” — Vince Lombardi

“The best thing I did was to choose the right heroes.” — Warren Buffett

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” — Warren Buffett

“In the #business world, the rearview #mirror is always clearer than the windshield.” — Warren Buffet

“The best way to predict the future is to study the past, or prognosticate.”
Robert Kiyosaki

“Honesty is a very expensive gift, Don’t expect it from cheap people.” — Warren Buffet

“Finding good partners is the key to success in anything: in business, in marriage and, especially, in investing.”
Robert Kiyosaki

Investing and knowing the company culture

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Do you invest in stocks? I have been doing so for years, but I’m paying a lot more attention to my investments these days. I created an algorithm for picking the best stocks based on several factors. But, one of the most important factors was something I overlooked at first.

I see a psychic regularly, and he is able to channel departed souls as well as living human beings. Since I believe that Warren Buffet is the wisest of any investor I’ve ever heard of, I decided to channel him for stock guidance. Rather than just asking him what stocks he likes, I asked his consciousness what factors he thought were important that weren’t in my algorithm.

My stock algorithm takes into consideration P/E ratios, stability of earnings, equity ratios, growth rates, dividends, credit ratings with S&P, longevity of the company, and more. But, I felt that I must be missing something.

Stock Tip #1 — company culture
Warren’s consciousness told us that the company culture is very important, especially of the management. As an investor, you cannot get to know the management of a company just by reading about them which puts you at a huge disadvantage. But, he said that some of the companies I was interested in had a bunch of narrow minded old guys running the show and that they would probably run the huge company into the ground. It was more than 100 years old, more in debt than any other company of its class, and with a mediocre credit rating as well. It’s sad to see such a huge and well established corporation look like it will go under in the next 20 years, but that was the reality that I was seeing. So, the answer was obviously not to buy a single share of it.

Stock Tip #2 — intuition
This next tip came as somewhat of a surprise to me. But, Warren’s consciousness told me that I need to trust my inner feelings and intuition when picking stocks. Coming from a great investor from a Western culture, this came as a surprise. But, maybe this is a good idea. I actually used my intuition a bit before when picking bonds. I had a great feeling about Coca-Cola’s future just like Warren does. But, I didn’t like something about Johnson and Johnson. Warren Buffet doesn’t own any JNJ stock, but I have 15% of my investment money in JNJ. I feel they are a stable company, but something is just off in my feeling about them. Wells Fargo had a wonderful feeling about it. But, the company where I felt best is Starbucks. Starbucks is much smaller than the huge conglomorates I usually put the majority of my cash into. They are a little fish that could get out-done by a competitor or bought out by a conglomorate in the food industry such as Proctor & Gamble or Kraft Heinz one day. But, I can’t deny this feeling of enthusiasm and growth potential that I feel.

So, should I trust my feelings, or just invest based on what the numbers are telling me?
I decided to let my feelings be part of my algorithm and represent up to 10% of the points awarded to any particular stock.
Good idea?

Here’s what Google is doing wrong regarding employee satisfaction!

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Out of curiousity, I visited Facebook and Google headquarters. They are both in San Mateo County, and both on the Eastern side of the county next to the bay. They both have beautiful walking paths that go to or around swampy sections of the bay. These innovative companies are of the opinion that employee satisfaction matters a lot. To deliver satisfaction they have fun offices and ways for employees to relieve themselves at the office. You can ride a funny looking bicycle, you can take a walk to the bay in the hills, play golf, and more. They place a high emphasis on recycling, clean air, and happiness. And that is good. But…..

Google’s headquarters
Google had endless amounts of cafes in the buildings near their headquarters. But, they wouldn’t let me in since I don’t work for them. I think they should let me in so I could exchange ideas with their staff. The cafes all looked the same and didn’t seem at all exciting. Then, there were the patios which looked nice. People were working with the laptops. The idea is that you might come up with more innovative ideas if you are sitting in a patio, and perhaps bumping into friends from time to time. Personally, I can’t think in a cafe or patio, but others function quite well in this environment. The goofy looking multi-colored bikes with the google colors were fun to watch. But, are they all they’re cracked up to be. I found Google headquarters to be very square, formulated, unfriendly, and lacking imagination. I’m a huge fan of Google and had hoped for more.

My suggestions for Google
I love Google. You made my career happen! Hurray! But, your headquarters remind me of seeing a dozen Korean kids sitting in a Koreatown cafe all with the same wannabe hip outfits and purple or orange hair. Meanwhile in Santa Monica, aging hipsters and stoned teenagers convened at local cafes. They didn’t have to “try” to be cool — they just were. The Koreans were following some type of prescribed formula for coolness. Wear this outfit, get this hair color — and don’t forget to get a piercing, can’t be cool without the piercing. The Korean kids just looked like a bunch of uptight stiffs who were imitating white kids from the 80’s while Santa Monica’s kids and aging hippies were just being themselves with their far out political theories, marijuana, music, and more…

Google seems to be following a prescribed formula for employee satisfaction.
There are cafes and patios everywhere. Funny looking bicycles, volleyball, hiking, and more. But, why not have more laid back cafes? Do the cafes have to all be the same with a place to slide your employee identity card, and then get in a line to get your stuff? Do the patios have to all be the same? Do the people have to all be so unfriendly? Couldn’t they have cooler bikes with microchips to track them in case they get stolen? In China, tech companies hire hot girls to interact with the programmers. Couldn’t Google hire some friendly people to interact with their employees? They do the opposite. As a visitor, I was kept out of buildings, kept out of cafes, and basically kept out of everything other than the parking lot and the walkway. I’m friendly and interesting not to mention quirky. I think that I’m the perfect guy to bounce ideas off of. Why can’t they see that?

Diversity in hang out environments
In short, Google does a great job on search algorithms, technical stuff, and maintaining a very level graph for delta income (growth.) As far as maintaining a cool atmosphere, they need to have a diversity of ambiance. There needs to be different types of places to hang out with different feelings where you can take your laptop. Perhaps a place overlooking the bay and another laid back cafe with chalkboards announcing their Moroccan mint latte or something. I think better when I can be in diverse environments. Google just makes twenty different choices of environments which are essentially the same. I would create a place where people are virtually forced to interact with people they would not normally interact with. This stimulates different parts of the brain which is essential for innovation which is what Google specializes in. I would also create an underwater tank, where employees could sort of their technical issues in scuba gear. Talk about jazzing it up a bit — or Jacqueing it up! In short, Google is on the right track, but they are too “prescribed” and square in their ideas for having diversions in the work environment. They need to hire some cool people to show them how to really be cool and have a good atmosphere. Having some friendly people wouldn’t hurt either.

The bottom line is that Google’s cool office environment scheme reminded me of those Korean kids in Koreatown cafes who were trying to be cool with their hoodies and piercings when they really seemed like a bunch of unimaginative and uptight kids with no style. But, I do give credit to the quality of the dancing on K-pop even though it is a bit overemphasizing unattainable physical beauty. You can do better Google! I’m on your side!

Should people have an official email registered with the government?

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In this digital age, it seems that everyone has at least twenty ways that they can be contacted. The U.S. government requires us all to have a physical address where we can receive mail. But, why not have an electronic address registered as well? What if we are out of the country and can’t get our mail? Or what if we just prefer electonic mediums as a backup for important corresponpondances.

One issue I have with the internet is that governments seem to be decades behind the eight ball in regulating what is going on. There is so much cyber hacking, pornography, spam, and other bad stuff going on. Our government is always there to tax us, but do they protect us as well? Not so much, at least not in 2016 on the internet.

There could be an official separate folder in all email accounts where government or official mail such as bills could come which would be spam free. Additionally, the government could take a closer look at the spam that is coming in and try to determine what is legitimate and what is not. We use opt-in lists, but I still get spammed every day in my gmail account. I thought gmail knew how to filter this stuff out. Maybe not! Or maybe I need to mark more of it as spam so they’ll get a hint.

One day the government will catch up and one day the internet might be the primary form of corresondance. If you have five email accounts, you’ll have to register one with the government and keep that one. But, there’s a great advantage here. If you move, you need to change your physical address. But, what if you could keep your email address for life? Maybe that is not such a bad idea especially if the address could be queriable in government records so your old friends could look you up. Currently, Facebook serves that niche, but what if uncle Sam could?

How fast can someone get an answer from your company?

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How fast can someone extract an answer from your company? It is like pulling teeth dealing with you? There are different ways to get information from a company. You can call and try to get ahold of the right person. Or you can email. Calling gets an immediate result if you are lucky, but more be aggravating if you have to talk to a dummy who puts you on hold only to be disconnected which is the standard way of doing business in India.

On the other hand. sometimes I email people to get information from them. The behavior I see varies extremely, and I judge overseas companies partly based on how good their phone manner is and how fast they get back to me.

Excellent Behavior
Some companies will respond to an email within minutes and give detailed answers to all questions. If I ask for rates, they’ll give all of the breakdowns for various types of services and correponding rates based on levels of experience of their workers, etc. Over the phone, a good company will have a rep announce his personal name and the company name. The rep will NOT put you on hold without permission and will give good recommendations as to who the ideal contact person is for your question.

Acceptable Behavior
An acceptable company will get back to me within 48 hours by email and answer my question. How much do you charge for Data Entry work? We charge $2,80 to $4.30 per hour depending on the job. A simple question and an answer that gives you the range of possibilities. Over the phone, such a company would have reps who could conduct an intelligent conversation and get questions answered.

Evasive Behavior
Unfortunately, in many types of businesses, there are many evasive types. I’m not sure how an evasive person can hope to catch clients, but then I’m not sure what is going through their head. If I email them asking for rates, they email me back asking twenty questions regarding the nature of work necessary. I have to put in more work than they do just to get some simple infromation. If I’m emailing 100 companies for the same rate, I’m going to hire the company that gave me the information willingly and quickly, and not to an evasive company who makes me work for basic pricing. Over the phone, evasive companies don’t like to tell you anything. They prefer to make you go to the trouble to make an appointment to speak with a contact person. It is four times the work trying to deal with evasive people, but at least they talk to you.

Bad Behavior
There are various types of bad BPO behavior. Answering the phone with a dull “hello” is typical for Indians. Putting people on hold without permission only to have someone else answer the phone saying “hello” only to be transfered again. You’ll hear three dull hello’s, one after the other and will have to ask who you are speaking to. Then, instead of answering, they will ask who you are, then you ask again who you are speaking to only to be asked to repeat who you are. How exasperating — Indians really have a bad attitude over the phone and their bad attitude is part of the reason they live in poverty. If you ask for a rate, the answer is usually, “Manager not here, call back later” — and then they hang up on you. Maybe you’ll get a manager and maybe you won’t, but you won’t be treated like a valuable person. If you email a bad BPO, you will either not get a response, or get a response five days later, or get a response without an answer to your question. My suggestion to bad BPO operations is to learn to train your workers to answer the phone gracefully, ask permission to transfer people, and try to learn to answer questions. Additionally, state your name when you answer the phone so people don’t have to ask.

When should you invest in a stock vs. an index?

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My friend is very pro index while I am more pro buying stock. But, there are times when indexes are better than buying stocks.

Stock Buying Diversification
Some argue that diversification is “safer” or a better practice when buying stocks. The S&P crashed by about 60% in 2009 and there is nothing “safe” about losing 60% of your money no matter how diversified it is. You are not safe in a fund, because you do not know what you are getting or how badly it will crash. Additionally, many of the companies you are getting might have PE ratios that are far too high to be a suitable investment and might have unsound financial practices as well, not to mention inefficient business practices. I like to invest in the best and forget the rest. I once had a safe mutual fund and lose more than half my money in 2002 when the market crashed. I learned a valuable lesson. Know what you are buying and see how hard it crashes when it crashes. Now, that we have had a 2002 crash and a 2008 crash and a 2015 reset or perhaps two resets, I am familiar with checking stocks to see how badly they crash.

My Stock Algorithms
I created a clunky, but suitable algorithm for picking stocks. I use it along with my basic judgment as no algorithm is perfect — at least no algorithm that I am smart enough to create. In any case, I didn’t want to invest in too many stocks as it becomes too much work to track. So, I decided to have four main stocks where 85% of my stock money would go and then have a handful of others each having a smaller investment of about 2-3% of my total stock expenditures. It took a few days for me to decide on my lucky four, and I made sure they were all in different industries as well. I made sure that three of the four stocks were stable in previous crashes because I don’t want to lose my money. Having four stable stocks that don’t crash is a lot safer than a mutual fund with 100 stocks that all crash every time there is a stock market crash. Additionally, my big money is going into companies that are roughly 100 years old, and they survived the Great Depression making them very stable, not to mention their stable financial and managerial practices.

When are Indexes Good?
For older companies that have been around since the Great Depression, there are so few of them, and they are such large conglomorates, that I don’t think you need to diversify so much. Coca-Cola owns 500 different beverage companies. They have more diversification within that one stock than most mutual funds. I can analyze each older company by hand since there are so few around. But, newer companies that don’t have a stable track record, don’t have stable income and engage in innovation require diversification. It is possible that an industry with 300 players could be reduced to two players after the others get weeded out. Innovation is a risky game and the minute someone beats you innovating a popular product, then you could lose most of your business.

For Biotech and Tech, indexes seem like a better idea than buying stocks with the exception of IBM which is a much more established conglomorate that does not engage in innovation. Between Apple, Verizon and Samsung, how can you know which company will out do the other one in a few years. I suspect Apple will win the game, but the Koreans might surprise us all as they are pretty smart over there. Between the various biotech companies, how do you know which one will have the next breakthrough? Most of those companies are less than 25 years old. It is so unpredictable and none of the companies have a solid track record. For these types of unpredictable industries a fund is better. Additionally, for utility companies, their margins are so low and their debt is so high, it might be safer to buy a fund.

So, for me, I’ve decided to get both stocks and indexes. But, probably more stocks than indexes. I will be investing in a biotech index in the next few weeks. That is one of the fastest growing market segments. I don’t know if they’ll continue to grow, but I suspect they will until they can figure out how to clone us.