Peter Lyle DeHaan, PhD The success rate of agents transferring calls is not good. In fact, based on my experience, successful call transfers actually occur less than half the time. The most common result is being disconnected. When a disconnected caller calls back, the happy caller has likely become irritated, the irritated caller has become […]
Category: Call Center
Call center articles by Peter Lyle DeHaan, PhD
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The Masses are Right about IVR
Peter Lyle DeHaan, PhD I once read an article whose title espoused the opposite perspective of this post. Perhaps you saw it too. I began reading it, in eager expectation of an enlightening and insightful discourse on the use of IVR (Interactive Voice Response) in the call center. I was soon to be disappointed. Essentially, […]
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Hiding Behind the EBR
By Peter Lyle DeHaan, PhD If your call center is only making EBR (existing business relationship) calls, you may think you have nothing to worry about, right? No. Just because it is legal to dial a number, doesn’t mean you should. Calling too often or for the wrong reasons could turn an EBR into a […]
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2008 ATSI Annual Convention and Expo
By Peter Lyle DeHaan, PhD The Annual ATSI Convention and Expo was held June 18-21 at the Union Station in St. Louis. The theme was “Step Up to the Plate.” In terms of attendance, content, and the auction, the convention was a great success. For convention attendees who may have snuck out to catch a […]
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We Can Do That
By Peter Lyle DeHaan, PhD The Ford Model T automobile was produced in only one color. Supposedly, Henry Ford quipped, “You can have any color, as long as it’s black.” His assembly-line production method changed the way cars were made and introduced a predicable consistency, standardizing the manufacturing process. At that time, those traits were […]
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Call Scripting the Caller Experience
By Peter Lyle DeHaan, PhD At one time all call centers used a free-form philosophy of recording caller provided information and communication, be it an order, a message, or an information submission. Free-form documentation is analogous to a paper phone message pad, with the agent filling in whatever blanks deemed appropriate, in any order preferred. […]
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My Visit to St. Louis
Peter Lyle DeHaan, PhD We (my bride and I) have safely returned from St. Louis. The ATSI convention was great. I snapped hundreds of pics—hopefully a few will be good enough to print. I also recorded 7 interviews for future podcasts, which will be posted online at podcast.connectionsmagazine.com starting this week. The drive there and back was uneventful […]
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You’re Being Acquired
By Peter Lyle DeHaan, PhD Most employees fear the changes wrought by acquisition. I have never been “acquired,” but I have been on the other side — about a dozen times, buying small and medium-sized telemessaging call centers and integrating them into a larger operation. The almost universal response to an acquisition announcement is trepidation […]
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The Incredible Shrinking Call Center
Peter Lyle DeHaan, PhD In retail, the term “shrinkage” euphemistically refers to stock which “disappears” before it can be sold. It is product that the retailer bought, but can’t sell because it is has been stolen or lost. In the call center, the inventory is labor and shrinkage is agents who are being paid but […]
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The “Do-Not-Mail” Threat
By Peter Lyle DeHaan, PhD Five years ago, the call center industry was confronted head on with the DNC (Do-Not-Call) legislation. As millions signed up to block most telemarketing calls to their home, the pool of prospect numbers shrank dramatically. Since then, the face of outbound calling in the United States has been unalterably changed. […]