First published in 2006
Having joined the B.p.o. division of Polaris Software Labs in May 2005 and coming as I do, from a humongous 800 seater call centre where chaos is the order of the day and service levels are non-existent despite the high staffing, I found it hard to believe that a dedicated 30 member team could take on a million or more customers and deliver a service level that is close to 100 percent, day after day, come what may, thru the calm and the storm.
We have indeed come a long way from where we were when we went live on Supanet Bb. This was the beginning and we were then a handful of people, advisors and managers, sitting side by side, taking calls, doing nine hour or greater shifts to answer the queries that were literally pouring in. I didn't expect the assistant manager to don a headset and join his agents, taking back to back calls just to maintain the service levels! Neither did I expect him to take more calls than me!
This is team spirit. No matter whom you are, you put all that aside and work in the greater interest of what really counts.
It is team spirit that motivates one advisor to ask the others to come out of Aux, even when the team leaders are not present, when he sees that there are calls waiting in the queue.
It is team spirit that makes our well-meaning, team leaders drop by and when we are so engrossed in documenting the case on hand , click and release that Aux button, making us ready to greet the customer "who badly wants to talk to us"!
It is team spirit that makes us cover up the goof ups of the previous advisor whose customer has now come back to us roaring like a lion, sort out his problems and send him back satisfied and as docile as a lamb!
Again, it is team spirit that makes us log in that extra hour when there is a crisis, inspite of the fact that our day is done, just because of the knowledge that we can make a difference and our presence is so vital to the rest of our team.
United we stand, divided we fall, is I think, the true embodiment of what we as a team try to strive to achieve.
Having joined the B.p.o. division of Polaris Software Labs in May 2005 and coming as I do, from a humongous 800 seater call centre where chaos is the order of the day and service levels are non-existent despite the high staffing, I found it hard to believe that a dedicated 30 member team could take on a million or more customers and deliver a service level that is close to 100 percent, day after day, come what may, thru the calm and the storm.
We have indeed come a long way from where we were when we went live on Supanet Bb. This was the beginning and we were then a handful of people, advisors and managers, sitting side by side, taking calls, doing nine hour or greater shifts to answer the queries that were literally pouring in. I didn't expect the assistant manager to don a headset and join his agents, taking back to back calls just to maintain the service levels! Neither did I expect him to take more calls than me!
This is team spirit. No matter whom you are, you put all that aside and work in the greater interest of what really counts.
It is team spirit that motivates one advisor to ask the others to come out of Aux, even when the team leaders are not present, when he sees that there are calls waiting in the queue.
It is team spirit that makes our well-meaning, team leaders drop by and when we are so engrossed in documenting the case on hand , click and release that Aux button, making us ready to greet the customer "who badly wants to talk to us"!
It is team spirit that makes us cover up the goof ups of the previous advisor whose customer has now come back to us roaring like a lion, sort out his problems and send him back satisfied and as docile as a lamb!
Again, it is team spirit that makes us log in that extra hour when there is a crisis, inspite of the fact that our day is done, just because of the knowledge that we can make a difference and our presence is so vital to the rest of our team.
United we stand, divided we fall, is I think, the true embodiment of what we as a team try to strive to achieve.
No comments:
Post a Comment