Casual Articles - Business

IT Support: What Expertise Do You Need?
When it comes to small business IT support, expertise is relative and exists at all different levels. In this article, you'll learn more about expertise within your IT support business and what other skills are desirable for you and your employees.You'll find experts at every level of IT support In a big-enterprise IT organization for example, you find everyone from level one help desk technicians up to senior systems engineers, all the way up to the CIO. Of course, you'll find a lot of gradations and a lot of variations in between those levels. Ideally, each will

ven experienced in most cases. Hence getting another job is not a BIG problem but the pay package may not be the same.

4) What are your plans for your future..? Do you want to make a career in this field..?

Normally people associated with this industry would work for 2 – 3 years with some exceptional cases of individuals working for more than

4 or 5 years. Attrition is the biggest challenge faced by this industry but it’s mostly because of the night shifts. Night shifts and health issues are the main reasons (Nature of Job) for people moving out of this industry. Those who can manage it are sitting comfortably high on the corporate hierarchy.

5) Do you feel detached from social life because of odd working hours at the call center..?

This is the biggest drawback of being associated with this industry. You do not ge

Top 4 Transparency and Accountability Attributes for Electronic Medical Billing Software and Service
Medical billing industry has volumes of arcane terminology and payer- and time-dependent claim validity and pricing interpretation rules, facilitating massive payments of invalid or ineligible claims and denials of error-free claims. Process transparency provides its participants greater visibility of internal process activities. An increased level of access promotes teamwork, increases client satisfaction, and assists in process streamlining.Billing process is the interaction between the participants (i.e., insurance company (payer), healthcare service provider (prov

While writing a piece about racist attack on call center workers, I felt that I was not doing enough to get into the depth of the matter. Just analyzing the published data and reading report written by someone else did not feel enough. I decided to talk to someone who actually works in a call center. Following is the transcript of our talk. My respondent works at a call center in Pune, India. The answers have not been edited.

1) Here in USA we hear about call center workers being abused by callers from USA. They call them bad name and are nasty. Have you faced this kind of situation..? If yes then how did you handle it and how did it made you feel about Americans in general? Also did the bad behavior from American callers made u have a bad image of America..? If an employee complaints of bad behavior from callers how does the management handle it? Are the employees provided counseling..?

Certainly. Daily an agent would get at least one or two calls where the customer gets abusive. In such situations the agents ask the customer to refrain from profanity or else he might hang up. This does not always work out as the customer may still be abusive and since the calls are all recorded the agent simply cannot hang-up on the customer and he has to request him at least twice. This does make the agent feel bad and it might affect the agent’s productivity. However a tenured agent (someone who’s been in the process for over 6 months can handle these situations smartly. However the new joiners find it pretty tough to deal with and it is for these agents that we have counseling sessions either immediately or after the shift. In such cases the Team leader also takes over the call from the agent. This is called as an escalation. Americans in general are quite patient and can wait for hours before they finally get to speak to a live human as the wait times are generally high especially in Tech support. Initially agents do feel let down and depressed because of such incidents but eventually they do overcome. However one such call can ruin the day for an agent irrespective oh him being tenured or a fresher.

2) If given a chance will you work in America for Americans..? Please give reasons for your answer.

This is a very subjective question. The pay packet in call centers is more compared to other jobs in the market. Likewise if you look at growth opportunities offered in the US market certainly the prospect of working In America is very appealing. Just a few bad American customers cannot scare Indian job seekers away from the $$$$$$.

3) Do you think that in future with raising costs in India, the call centers will migrate to other low cost locations..? and Do you think you are prepared to take another job in another industry?

Shifting of call centers or having a new setup is not entirely dependent on the monetary part. Yes the very reason of jobs being outsourced is because of cost cutting. This can only be possible if the resources that are available make for a good option. The biggest advantage and the most important reason for call centers booming in India is its English speaking population combined with the cheap labor. Either one of these options alone may not fit the bill for an alternative. Unlike America where call centre job is for unskilled labor (mostly) in India the people associated with this industry are highly qualified and even experienced in most cases. Hence getting another job is not a BIG problem but the pay package may not be the same.

4) What are your plans for your future..? Do you want to make a career in this field..?

Normally people associated with this industry would work for 2 – 3 years with some exceptional cases of individuals working for more than

5) Do you feel detached from social life because of odd working hours at the call center..?

This is the biggest drawback of being associated with this industry. You do not get

What to be Successful? Marketing Makes the Difference
When you hear the word “marketing” what comes to mind? More business or wasted money? If your experience with marketing or advertising has been less than positive your cynicism may be well founded. Yet, have you ever noticed a competitor with a mediocre product and a healthy business? The difference is often marketing.Some say they’ve never done marketing and don’t need to because of good word- of-mouth. Positive word-of-mouth is great, but not enough if you’re serious about growing your business. Others do invest in marketing yet treat it as a necessary evil. The

handle it? Are the employees provided counseling..?

2) If given a chance will you work in America for Americans..? Please give reasons for your answer.

3) Do you think that in future with raising costs in India, the call centers will migrate to other low cost locations..? and Do you think you are prepared to take another job in another industry?

4) What are your plans for your future..? Do you want to make a career in this field..?

Normally people associated with this industry would work for 2 – 3 years with some exceptional cases of individuals working for more than

5) Do you feel detached from social life because of odd working hours at the call center..?

This is the biggest drawback of being associated with this industry. You do not ge

Next Steps to Success
What happens when progress slows right down - and nothing happens between you and your team?There is a stifling stench of paralysis.It's time to ensure you have next steps in place.'Next Steps to Success' is a simple tactic to ensure that progress on a topic is made clearly, quickly and precisely.Ken Blanchard has a great little (and as always, easy to read) book called 'The One Minute Manager meets the Monkey'. This is all about the 'monkey'.By ensuring that there is always a 'next step' in any discussion, issue or problem, which is clearly

m the agent. This is called as an escalation. Americans in general are quite patient and can wait for hours before they finally get to speak to a live human as the wait times are generally high especially in Tech support. Initially agents do feel let down and depressed because of such incidents but eventually they do overcome. However one such call can ruin the day for an agent irrespective oh him being tenured or a fresher.

2) If given a chance will you work in America for Americans..? Please give reasons for your answer.

3) Do you think that in future with raising costs in India, the call centers will migrate to other low cost locations..? and Do you think you are prepared to take another job in another industry?

4) What are your plans for your future..? Do you want to make a career in this field..?

Normally people associated with this industry would work for 2 – 3 years with some exceptional cases of individuals working for more than

5) Do you feel detached from social life because of odd working hours at the call center..?

This is the biggest drawback of being associated with this industry. You do not ge

When Using Pantone Color for Commercial Printing
As a graphic designer, we have to consider how many color used in certain design. Why? Because the price of the color you take. More color you take more budget you get. For image color, of course 4 color you take. But for specially cases, you need Pantone Color to make your design looks better or exclusive.If you have more budget, combination between 4 colors and Pantone should be consider making a better look of your final output. But if you do not have more budgets, you can use Pantone color only to make a good final print, such as Monotone, Duotone, Tritone or Quadto

way from the $$$$$$.

3) Do you think that in future with raising costs in India, the call centers will migrate to other low cost locations..? and Do you think you are prepared to take another job in another industry?

4) What are your plans for your future..? Do you want to make a career in this field..?

Normally people associated with this industry would work for 2 – 3 years with some exceptional cases of individuals working for more than

5) Do you feel detached from social life because of odd working hours at the call center..?

This is the biggest drawback of being associated with this industry. You do not ge

Digital Signage Concepts and Terms
Over the past two years, digital signage has really taken off as a new way to reach consumers when they are out of their homes. We are seeing the digital signs pop up in retail, government, health care, and education. While the larger institutions can outsource the task implementing a digital signage solution, some smaller firms may not have the bandwidth financially to hop on the dynamic signage bandwagon.If you belong to one of these institutions, you will need to prepare yourself to possibly do some of the work yourself. In order to do the best job possible, you wil

ven experienced in most cases. Hence getting another job is not a BIG problem but the pay package may not be the same.

4) What are your plans for your future..? Do you want to make a career in this field..?

Normally people associated with this industry would work for 2 – 3 years with some exceptional cases of individuals working for more than

5) Do you feel detached from social life because of odd working hours at the call center..?

This is the biggest drawback of being associated with this industry. You do not get sufficient time for social life. Though you work only for 5 days a week yet the 2 odd days that you get for yourself are simply not sufficient to take care of the recreation or other domestic commitments. That’s one reason why you find a pretty young crowd at call centers.

Appears on Associated Content and American Chronicle. This interview was included for an article on OhMyNews.com.

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Not happy with your Marketing Plans? Spending a lot and getting little in return? You’re not alone. Many of the company owners I talk to express frustration with Marketing.

Postcards are a powerful marketing weapon because they're economical, flexible, and highly effective. Learn how to use them to increase your prospect and client base.

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