Archived entries for Staffing & Resources

Green’s error effects telephone answering stats!

Our contest to beat our call volume predictions has been won by Salisbury based Natallie Davies.

Natallie is a consultant for business cost reduction consultants, Auditel, and her prediction that we would receive 35% of our normal calls was one of the highest that we received. The actual percentage of normal call volumes that we received during the game was 65% – much higher than we anticipated. As England took the lead from Gerrard’s neat finish, call numbers were well down, but after Robert Green’s goalkeeping howler led to the USA’s equaliser our call volumes started to climb and almost reached normal levels towards the end of the game as the country’s optimism started to slide.

Let’s hope that England’s next matches retain the attention of the great British public for the whole match and our call numbers stay low throughout. Thank you to everyone who emailed us with their predictions.

Come on England!!!!

By Martin Blain

Sales Director

Click here to comment on this post…

Office Response’s World Cup Predictions

For a long time now our staff  planning managers, Simon Ede and Chantelle Davies, have been pouring over the World Cup fixtures and entering data into our resourcing software. The strange thing is there has been no discussion about who will start in goal or what Capello’s formation will be in the first game. Instead, they have been concentrating on what will happen to incoming call volumes during the key games.

Will South Africa’s match with Mexico on Friday afternoon have an impact and will lots of people choose to wait until half time to report faults with the air conditioning? The important thing for Simon and Chantelle is to ensure that we have the correct number of people available to answer the calls when they come in and we use market leading workforce management software that calculates its accurate predictions through complicated formulas.

Fortunately, this is Simon’s 3rd World Cup at Office Response and he’s already made his prediction of what % of our normal call volumes we expect to receive during England’s first match and the staffing rotas were planned a long time ago.

As a bit of fun we’ll give an England football shirt to the closest prediction for the % of calls we’ll get from 7pm to 10pm compared to our normal call volume on a Saturday. To give you a fair chance, the competition is not open to Office Response employees.

Please send entries to business.support@office-response.co.uk and we’ll announce the winner through the blog.

By Martin Blain

Click here to comment on this post…

Team Building Exercises – Keep it simple and fun

I used to work for a well known telecoms company. Every now and again we would be advised that a ‘team building’ event was looming, much to the dismay of the staff. When the fateful day arrived we would invariably be subjected to the drudgery of scrambling through assault courses, building bridges out of chairs or constructing pyramids.

One of reasons why these proceedings were met with moans and groans by the staff themselves was that it highlighted the significant costs involved. “The best way to incentivise and ‘build the team’ would be to give us the money to go to Newquay for the weekend” I remember one junior member of staff complaining. I quietly agreed with him…

For many companies it’s been a while since they were able to allocate budgets to team building and corporate development. Having a job at all has been enough motivation for most people! However, just because you can’t afford to send your sales executives to boot camp for the week doesn’t mean you can’t create a lively, team building environment.

One activity we hold each year at Office Response is our Sunflower Growing competition. Yes, you may laugh at the thought of groups of people willing on the growth of their plants but you haven’t considered one important thing. People like to win – it makes them feel good.

The competition entails each department being given a sunflower pot, 6 sunflower seeds, a small stick and some soil. They have until our Summer Party on 14th August to see who can grow the tallest sunflower.

Simple? Except the only rule is, there are no rules. You can use whatever method you like to encourage the growth of the sunflower. This can, and has included using Miraclegrow, cold tea, Baby Bio, strategic positioning on windowsills, keeping the soil warm, talking to the sunflower and massaging the leaves as well as other more ridiculous growing aids.

Our sales team is already using multiple flower pots to gain a competitive advantage. I’ve heard talks from the training team that they are buying their own pots so that they get bigger as the sunflower grows and the IT department had a bit of a scare when they gushed water into their pot and realised it only contained 2 inches of soil.

As a manager I can clearly see the positive effects this activity has on our staff such as improved morale, the exposure of leadership skills, breaking down barriers that thwart creativity, identifying strengths and weaknesses and improving problem solving skills. The fact that the task is spread out over a 3 month period also makes people appreciate that some things in life require patience.

Its not the first time that Office Response staff have been elated with games that you would assume are purely for children. Recently our Sales Director came into the office with a toy helicopter that he had “borrowed” from his son.  Within minutes everyone was queuing up to fly the helicopter around the office and just a couple of days later they were buying their own!

My advice to anyone who is aware that their staff need a morale boost or want to get their competitive juices flowing is to not automatically think of something that will cost lots of money. When it comes to team building our experience has been that ‘the simpler the idea the better the result’.

By Steve West

Marketing & Business Development Manager

Click here to comment on this post…

Sir Alan Sugar, learn from the Mistress!


The Junior Apprentice has hit our screens. How wonderful of the BBC to show us how to take motivated, business savvy young people and turn them into even more motivated, business savvy apprentices under the protective wing of svengali entrepreneur Sir Alan Sugar.

Used to appearing on TV with the thrusting young bucks of the business world, Sir Alan has had to change his management style for this programme. Young people haven’t been conditioned to take the hard knocks and competition of yesteryear. In a world where every child gets a prize for taking part in the egg and spoon race and has to wear goggles to play conkers, they find it difficult to take criticism.

Sir Alan has a selection of well educated go-getters who have set themselves up in front of the nation as future leaders in business. It’s high level stuff. It’s very watch-able. But it’s a reality show that’s completely out of touch with reality.

Office Response set up an apprenticeship scheme last year and every quarter I take on 15 apprentices in my contact centre. They are 16-18. They are NEETs (Not in Employment, Education or Training) with little or no qualifications and they represent reality for thousands of young people in Britain today. Our apprenticeship scheme allows young people to learn the role of a contact centre agent in a controlled environment while gaining Key Skills, a BTech certificate and an NVQ II in Contact Centre Skills at the same time.

It all sounds as if the apprentices emerge like butterflies fluttering into the main contact centre brandishing their certificates to work there happily ever after. But the reality is that it’s extremely hard work.

I certainly hadn’t banked on the self-centredness and ill-discipline. I expected a few excuses for absence but nothing like the raft of fabrications that arrived. Apprentices think nothing of going on a break and not coming back because they were ’in a bad mood and couldn’t deal with it’ or turning up 5 hours late because they’d overslept. Managing apprentices takes patience, a non-stop mantra of the disciplinary process and the balls to use it.

There are days when I feel like a dominatrix cracking the whip over and over again.

These young people can be wayward and have massive attitudes to mask their insecurities. They have emotional and behavioural problems borne from years of Hello! Magazine telling them how to be rich and real life showing them they aren’t. One of the girls told me that it didn’t matter what she was doing at Office Response because she was going to marry a footballer. I wished her luck as she waltzed out of the door in a haze of aspiration.

But the rewards are gargantuan.

To mould an apprentice from a tracksuit-wearing urchin full of hormones and attitude and guide them through to being a confident, professional contact centre agents with a job, qualifications and a future is an amazing feeling.

Perhaps one day Sir Alan may step away from the false security of the television studio and into the real world. Then he can experience the real essence of apprenticeships.

By Heather Dawes

Head of Contact Centre

Click here to comment on this post…

Who did you call yesterday?

Bank Holidays are governed by one main factor – the weather. It’s a very British thing that we all hope and pray for the ever elusive sunshine to make an appearance. In fact, I searched Google when writing this blog to try and ascertain exactly how many sunny Bank Holidays’ we’ve had in the past 5 years. Unfortunately, I couldn’t find the answer – but from looking at our historical call statistics I know there hasn’t been many.

So why does a telephone answering company use weather forecasts as part of its business planning?

Well the simple answer is that people will use the phone more when the weather is bad. Consider whether you would have done different things yesterday if the skies were clear blue with glorious sunshine. The chances are that you would have; and that would have influenced what phone calls you made.

Looking at our call statistics today I can see that yesterday we received a 33% increase in calls compared to the early May Bank Holiday last year. This increase in calls will have been influenced by a number of factors:

  • The weather was not fantastic meaning that a large percentage of the population would have stayed at home or ‘inside’. When this happens there are the obvious distractions that we all experience – online shopping, renewing insurance policies, booking holidays, hassling the landlord about the leaking radiator etc, etc. All those jobs that we have been meaning to do for ages loom large and, thankfully, lots of companies are now available on the phone over Bank Holidays.
  • If you think back to the early May Bank Holiday last year we had lovely weather. More people would have been outside enjoying the weather making less phone calls.

Our Operations Manager, Simon Ede, has been with Office response for the past 10 years and has been monitoring and recording our call data throughout. From this information (and some very smart workforce management software) we can accurately forecast how many calls we should expect. It’s not an exact science, but Simon’s instinctive understanding of how our customers’ may attract more or less calls dependant on the weather is priceless and allows us to correctly staff our contact centre.

So think again about what calls you made yesterday and if they were made on instinct. It may shock you that we would have thought about you making those calls at some point last week…

By Steve West

Marketing & Business Development Manager

Click here to comment on this post…

Harder to Recruit in Recession

I recruited 2 new members to our Customer Services Team late last year and was amazed at just how difficult it was to attract decent candidates. Thankfully, we met Vicky and Sarah who are now completing their training and are already an asset to the team.

At Office Response we subscribe directly to the main job advertisement and CV posting websites, use specialist job sites such as Graduate South West and liaise with local employment agencies. We find this gives us a broader spectrum of candidates rather than using recruitment agencies and has worked very well in the past. However, after 2 weeks of advertising the amount (and quality) of applications was very poor. I found myself saying “Is there anybody out there looking for a job?”. Should we change our recruitment procedures?

Has anybody else experienced this or is it only me?

by Steve West

Marketing & Business Development Manager

Click here to comment on this post…



Copyright © 2004–2009. All rights reserved.

RSS Feed. This blog is proudly powered by Wordpress and uses the Modern Clix theme.