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All leading call center companies and suppliers should examine the
new NACC Underwriting
opportunity in 2008 as evidence of their dedication to the growth of
call center industry. See the
2008 Media/Advertising Guide
below for more information.
In This Issue
How Do You Rate Their
CIAC Launches Worldwide CSR Certification Pilot: Register Your
Center To Participate
Rewarding Behaviors: Show them the Money… or a Trip to Hawaii: Part
II-Motivating Call Center Staff – Best Practices for Implementing
Metrics Not Up to Snuff? Try Calling Yourself Millions of Times
Share the Knowledge
Send this newsletter to colleagues by clicking "Forward this email" at
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NACC Investment Portfolio
Original Value start 11/6/2007
=US$90.00 or US$10.00 per stock.
Total Portfolio Value Now=
The NACC Investment Portfolio
lost some value the past two weeks as the stock markets have shed
many points. The portfolio is down $8.75 in the past two weeks.
The Portfolio has not been this low since April 23rd of this year.
Since inception, the portfolio is down $20.00 from its original
starting price of $90.00.
NACC Composite Index
The NACC Composite Index was
down 10.20 points or 14.52 percent this week. This is a major fall
in the index not seen since the large losses in March and January
2008. With the exceptions of Verint and APAC, all other stocks in
the portfolio were down over the past two cycles.
The NACC Composite Index
underperformed all of the other major indices the past two weeks. In
the past several newsletters I was bragging how the NACC Composite
has beaten the market gains, often in double digits. This cycle the
composite lost nearly double to the other indices, a trend we hope
to avoid as much as possible in the future.
If you are looking for a new call
center location you should check out the
NACC Real Estate page by
clicking on this link to see some of the available existing sites.
that we lose more fools on this day than on all other days of the
year put together. This proves, by the numbers left in stock, that
one Fourth of July per year is now inadequate, the country has grown
Mark Twain (1835 - 1910)
Picture of the Week
This is a photo of Napoleon Bonaparte's tomb from the top of the
gallery in Les Invalides in Paris, France. Yep, underneath all of
that really expensive red marble the little general lies. His life
was amazing in how he came to power, his skills on the battlefield,
his spectacular fall, escape from prison, and eventual second
Advertise with Us
2008 Media/Advertising Guide
is available for downloading and viewing. Did you know we are one of
the least expensive avenues of advertising in the industry? Click on
the image below to download a copy. Read it over and see the great
opportunities that await your company by advertising with the NACC.
To advertise with the NACC, please contact the
How Do You
Rate Their Reputations?
Paul Stockford, Saddletree
Research and NACC Advisory Board Member,
In the last issue of “In
Queue” (Vol 3, Issue 12) we reported more of the results
from our last survey in which we gauged the attitude and
opinions of NACC In Queue readers relative to economic
decisions in 2008. Among the questions posed to survey
respondents was one in which we asked them to choose the
top two factors that influence their purchase decisions
when it comes to buying contact center technology
solutions. The top factor, to no one’s surprise, was
“Price.” Regardless of economic circumstances it seems
that price is always the primary driving factor behind
the purchase of contact center software and equipment.
The number two ranked factor on our survey, though, was
definitely a surprise to us all.
Coming in second in the top two factors that influence a
contact center technology purchase decision was the
reputation of the company the buyer was doing business
with. With company reputation having such great
influence on the purchase process, we began to wonder
which companies, in your collective opinion, had the
best industry reputations. In order to answer that
question, we are once again asking for your
We have put together a one question survey regarding
company reputations which you can answer if you follow
In order to keep the
survey manageable we decided to include only companies
with revenues of over $100M per year and companies with
names that we felt would be familiar to the readers of
As always, the results of this survey will be reported
in a future issue of “In Queue,” and if this exercise is
something you find of value it can be repeated with
different companies or market segments in the future.
Most important now, though, is your participation in
this survey. It won’t take more than a minute to
complete and it will be interesting to see how you rate
the reputation of the vendor companies. Just follow this
link to participate:
CIAC Launches Worldwide CSR Certification Pilot:
Register Your Center To Participate
Fredia Barry, President,
Call Center Industry Advisory Council (CIAC)
The Call Center Industry
Advisory Council (CIAC) is pleased to announce the
upcoming release of International Customer
Representative Certification, marking the
highly-anticipated culmination of a 2.5+ year work
effort by CIAC to create the first global certification
for call center representatives.
The only-of-its-kind, this new web-based program
combines state-of-the art training and industry
certification that equips representatives from new hire
to senior level to deliver superior service to every
customer, every time. Representatives engage in
real-world, interactive learning that teaches them to
recognize, understand and model standards of excellence,
all the while guided by expert, one-on-one coaching.
Built-in testing verifies learning at each job level and
prepares representatives for the certification
assessment, completed at the end of training to attain
the prestigious CIAC-Certified Customer Representative
The only accredited industry certification for
front-line personnel, CIAC International Customer
Representative Certification raises the bar for call
View a free trial demonstration to see how the
program sets a new standard for service excellence.
In preparation for the upcoming release of this new
industry certification program, CIAC is conducting a
special pilot launch to collect user feedback and final
validation results. The pilot will be conducted August
through November with call centers from around the world
invited to enroll a sample group of representatives. By
promptly responding to this invitation your call center
can be one of the first to experience this
revolutionary, new certification program – and – upon
successful completion, one of the first to have
You will pay only US $199 per representative for the
complete International Customer Representative
Certification Program, a special discounted price
available only for the pilot. You will also receive the
Global Pilot Benchmarking Report, an exclusive,
industry-first report that will tell you how the
performance of your representatives compares against
other pilot centers across the world by country,
industry and call center type and size.
Participating in the pilot is simple and easy. Both
training and testing are delivered on the Qcoach.com
hosted platform so there is nothing to install, manage
or maintain. You select a sample group of your
representatives and CIAC takes care of the rest.
Learning is self-paced and delivered in a format that
accommodates a variety of training needs and time
schedules. Additional information about the pilot and
the new International Customer Representative
Certification Program is available at
This is a time-sensitive opportunity, so don't delay. To
register your center, download and complete the
Pilot Participant Form and promptly return it to
Rewarding Behaviors: Show them the Money… or a Trip to
Hawaii: Part II-Motivating Call Center Staff – Best
Practices for Implementing Rewards Programs
President and CEO, Xactly Corporation,
Rewards have the
potential to drive long-term strategic behaviors,
increase call center productivity and combat personnel
turnover. Non-cash rewards incentive programs in
particular can be extremely compelling when wielded
properly. They can be even cheaper than cash as a
motivating tool (i.e., perceived vs. actual value). But
it takes a consistent, programmatic approach to make
non-cash rewards truly pay off on their full potential.
And that takes the following best practices.
• Make it personal. You want the ability to personalize
incentives by individual, skill level, staff type, job
responsibility, etc. This is where non-cash rewards most
clearly shine. A rewards point system on the front end,
with points redeemable for a wide array of prizes (the
wider the better) allow employees to self-personalize
their program, honing in on the prizes that are most
meaningful to them, whether it’s a riding lawn mower,
designer purse, season tickets, or trip to Hawaii. Think
outside traditional gift cards – they just fence you in.
• Make it obtainable. Many rewards programs fail because
the people who need to be motivated the most often feel
that attainment is out of their reach. Hence incremental
attainment, with real-time visibility into where you
stand, is the way to go. Dribbling out small cash
payments can actually be de-motivating, but enabling
employees to build up non-cash rewards points towards a
goal or set of goals has just the opposite effect.
• Integrate with broader compensation programs/goals.
Don’t let a rewards program exist in a vacuum – tie it
to strategic objectives. If you are compensating
variably for up-sell or cross-sell success, then use
rewards to extend this strategy. It’s possible for a
standalone rewards program to actually negate progress
towards a strategic goal by drawing away agent efforts.
So use rewards to reinforce, not dilute, your progress.
• Enable immediate selection and redemption of rewards.
We live in a culture of immediate gratification, so why
not leverage that to your advantage? Give employees
visibility into the vast array of prizes they can win,
and allow them the ability to redeem points whenever
they wish. Let the Internet be your prize catalog and
your redemption vehicle – it’s entirely possible.
• Make the process of winning rewards as important as
the rewards themselves. You can come home with a raise
in salary, but you’ll probably never hear the family
say, “Great, now get out there and get another one
tomorrow.” But you can come home with points towards
non-cash rewards, and it’s a safe bet that someone in
the family will encourage you to rack up more so they
can “help” you redeem them. This is yet another aspect
of the motivating power of non-cash prizes, and another
reason to make the Internet your prize catalog.
A final and essential best practice for managing a
successful rewards program is to automate the process.
You can’t adequately apply any of the above best
practices if you rely on spreadsheets and manual
processes to track your program. Hence Part Three of
this series focuses solely on how to automate while
leveraging your company’s existing investment in CRM and
Metrics Not Up to Snuff? Try Calling Yourself
Millions of Times
According to UK
Daily Mail on 26 May 2008, British Telecom (BT) has
paid a 1.7 million pound fine (~3.4 million US Dollars)
for call center fraud. Apparently under a contract with
the UK Ministry of Defense, BT was to meet certain call
center metrics including a time-specific bonus for
handling their call center work. It appears that the
calls were taking longer than expected based on the
contract metrics and so to improve their score, BT
managers cooked up a scheme to call themselves and
answer quickly in part using autodialers.
Call Center Comics
If you like this comic
and would like to see more write Ozzie at
[email protected] and visit his website at
or just click on the comic to take you to his page. The
NACC appreciates Ozzie letting us use some of his comics
in our newsletter.
To view past issues of
In Queue, please
If you would like to contribute to
In Queue, please reply to this email with "Contribute" in the subject
Copyright 2008 National Association of Call Centers