Sunday, March 9, 2014

Job Seekers, Look Out For Scammers!

As a temporary I often take time between assignments to answer ads for customer service jobs that are advertised as either being 'in my area", that is, local to my home, or home-based, requiring a computer and a small amount of paid training.
I find these jobs on a variety of web pages, from Craigslist to Dice, to CareerBuilder and Monster.com. Some of these pages deal with the technology sector, such as ManhattanJobs, but more often they deal with the entire gamete of  career choices, spanning warehouse to call centers.

Recently I hit on a couple of ads that advertised accounting and face-to-face customer service, so I applied via email. What I got back shocked me: emails that seemed to have been written by kindergarteners, full of grammatical and spelling errors, some that seemed genuinely friendly and cordial, and some that asked for much more technical experience than I am used to dealing with.



Of those that were obviously false were those asking me to accept payments for them. Oh, you must use your own bank account - just cash the checks we send to you, and then send us a percentage. What was the problem? Sheik Ramma Damma Ding Dong lives in Arabia and cannot leave the country to do his business, and needs a trusted secretary to handle his affairs in NY.

Then there was the London Banker, who will send me the keys to his bungalow where I will find various wire transactions on his person computer - and all I need to do is accept them, go to his bank, pick them up and leave them in his safe for future use.

What about the email from a company that needs me to take Western Union receipts to my local supermarket, cash them, and then deposit a percentage into their account?






It amazed me how little these people know about email tracking. Sure the name on the email seemed genuine, but in the face of spelling errors, I usually decide to check the header of an email to see where it originated from.
If you don't know how to check this, it's simple: hover over the collapsed original email summary, and right-click. The menu will ask you if you want to "view header", so just clck on that option. A new window will open, showing the exact path that the email took to get to you. This list will include the original email account, the DNS servers that touched and passed it on, and what countries they are in, and the curious but tell-tale renaming of the sender of the email.
It's so simple, a child can do it.

Use this tool to check emails that send you links, too. Have you ever noticed a couple of links in spam emails, that are named differently, hoping to get you to click one or the other, just because one seemed more like the information that you needed? Just hover your mouse over the link carefully for a moment, and the link address will display, regardless of what the link is named. You'll probably note that they all go to the same place! Just be extra careful to keep your fingers off the mouse button. One false click could send you to a site that looks like your bank, but absolutely isn't.

I have written back to these scammers, warning them not to try it on me again. It's a matter of email and postal fraud, usually, and that can land them in the slammer for a goodly long time. Rarely do I ever get a reply back.



Beware of companies that ask you to work at home as a customer rep. Very often they pay by transaction, and this can mean that you may be working for cents instead of dollars an hour, all the while paying for your own equipment, telephone line and Internet service. Sure, you can work anytime you want, but that does not guarantee that you will process any transactions at 2am. Sometimes they won't pay you unless you get the customer to click on a link for you, or fill out a survey at the end. More than often it is completely commission based.

With a little know-how and common sense, you can navigate the Internet job search to lead you to fulfilling, well paying jobs that will not land you in jail.
  

Wednesday, March 5, 2014

Customer Service and Stress: Heart Attack Risk Reported

Are Customer Service Reps at Risk For Heart Attacks?



1010 WINS News Dr. Brian McDonough reported today that stress adversely affects hear health, especially after angry outbursts, but what he didn't connect was the possible reflection-factor that happens when customers direct their anger upon unwitting customer service representatives.

It's been proven that customer service reps often experience depression as a result of emotional injury, which can contribute to stress that can cause heart attacks.
See here. Guy Winch's detailed article describes injuries resulting in significant stress for customer service reps, what to do about it, and how to reduce the possibility of sickness.
This includes a link to a helpful article on rumination after frequent exposure, as well as tip for people who deal with customer service on a regular basis.

Harvard, CNN and the European Heart Journal also reported significant problems as a result of angry outbursts:

The Link Between Stress and Heart Disease
http://www.health.harvard.edu/press_releases/the-link-between-stress-and-heart-disease

CNN Reports Angry Outbursts May Raise Heart Attack, Stroke Risk
http://thechart.blogs.cnn.com/2014/03/03/angry-outbursts-may-raise-heart-attack-stroke-risk/

European Heart Journal
http://eurheartj.oxfordjournals.org/content/current

What can we do to reduce the effects of reflective anger?

1. Remember, customers are not angry with you; they are angry with their situation.
2. Assure the customer that you will help them. Just the thought of turning around the situation will give you a positive boost.
3. Follow through. Make sure that each and every angry customers' problem results in a positive outcome. Don't leave problems unresolved, as they will only become worse with time.
4. Make sure that you share your problems with your supervisor if you cannot find an adequate resolution. Very often your managers and supervisors will be able to approve solutions for certain situations.
5. Breathe! Take the time to get up, walk away from your telephone, even if it's just to go to the bathroom or stand in the hallway and breathe. Just a short two or three minute break will afford you time to cool down and think straight.

Here's another helpful article on calming angry customers:

Rude service Reps Anger Customers
http://www.marketingcharts.com/wp/traditional/rude-service-reps-anger-consumers-what-qualities-calm-them-38174/


Sunday, February 23, 2014

Call Mayhem: Software That Can Help

We've all witnessed the moment in a call center when the software just couldn't keep up. Frozen screens, the alarm bell ringing in the background, and CSRs turning around and peeping over their cubicles toward the supervisor's office.

Was the software failing, the server bouncing, or the pipeline too narrow to handle the traffic?
A little investigation is in order. Invariably, the software engineer that you need is a phone call away, but how soon can he determine your problem? I've experienced resolution within minutes (bouncing the program) to months (when an engineer got an outside consultation that cost the company tens of thousands of dollars).

Check out some lists of the best software available:

http://www.softwareadvice.com/crm/call-center-comparison/
http://www.avaya.com/usa/product/avaya-aura-call-center-elite
http://www.reviews.com/crm-software/
http://www.itbusinessedge.com/slideshows/top-15-crm-software-enterprise-solutions.html

How do you want to connect with your clients? Online businesses go for Chat, Text, and email. Will your system be able to handle all those apps at once, or do you just need email? Opting for the most apps is the growing trend, see Zappos (shoe sales on the web) and you'll notice that they employ every method of communication, 24 hours a day. Complete communication is a growing trend.

Whatever you do, go with a package that fits your call volume (measure from your highest daily traffic, and add on for growth to foresee call volume in the future). Be sure to select the package that will assure your company of 24-hour resolution. Don't go cheap. It's a problem that plagues businesses - and when you need help, if your package isn't up to par you'll lose revenue with every dropped call.

Don't make the mistake of utilizing a slapped-together program based upon some platform that was never meant to handle calls. I've seen that too - where a trouble-ticket system devised for tracking was converted into a telephone answering system. Talk about buggy! Now you'd hopelessly tied to the person who integrated the software for you, and you have no guarantees of workmanship.

I've used Sage/Enterprise, Avaya and Oracle-based homemade systems. None of them performed up to extreme traffic levels unless the networking was hooked up to T1s. These days I've noticed only the Internet Service Providers and top 500 companies using T1s,and very soon, we'll need even more room to handle all the data. Telephone systems are increasingly being hooked directly into networking, for instance - Cisco has entire lines of cable-ready telephones, conference, and call systems that are virtually plug-and-play.

If you think carefully, devote the finances that you'll need, and examine traffic trends in the future along with the latest in Big Data analytics to install the right software, you will find yourself not needing to replace your CRM/CMS for many years With the right package you will be sure to forestall outages, increase client contact, thereby increasing total profitability for your company.