Quality and Beyond

Dilemma

2010-03-27T22:13:00.001+08:00

About a month ago, I did mention that I will be joining a new call center and will be setting it up from the ground. Right now we are faced with so many issues and we have to base our decisions not only to what is best according to the industry but we have to make sure they are the right ones for us.

I was reading Bob Tarne's post - Evolution, Revolution, At the Edge or Out of the Box and he just wrote everything that has been preoccupying my mind the past days. Truly, little steps in Kaizen may not be what we need to drive competition away yet, at some point depending on where you're at, this could just be the only logical way to do things.

Right now, we are left with 105 days to go and it will be the big day for us. I am working closely with the VP and COO with everything, from construction time line, network design and data center to deciding what chairs to get for the agents. And let me tell you, to shift one's thought from something substantial to what I perceived as something trivial is never easy. I have to explain things which have been in the category of "generally accepted" practice in IT. And at some point I am made to make analysis which I have not thought of before simply because I just know that there are some things that just have to be so. Ha! Now I am thinking, if we are either trying to re-invent the wheel or just simply looking for out of the box solution. I dare not think we are going to the edge as that is something I am not so inclined to do yet this early.

Any how, I would love to agree with what Bob said in his post. I guess what we need right now is simply evolution and not revolution. And we don't need to go to the edge, to go out of box is more than enough for now.

I believe little sure steps will not do me us harm right now. Once we have done the basic things right, we can leap and get ahead of competition. But that is another story. For now, I'm trying to focus on that 105 days to go. Sigh.

Corporate Paradox

2010-02-16T02:30:00.004+08:00

ICT just finalized their merger with Sykes. I left ICT Group before the merger was completed. I will be joining a new call center and will be setting it up from scratch. Surely all learning I've had will put to use. A big dreamer I am, I'm trying to sort things out now as to what really MATTERS. I am now into thinking BIG but initiating small actions, baby steps, one right thing at a time and certainly all those BIG things I've been envisioning are sure to happen. I will start with new ideas and new way of thinking.

Think BIG, do small steps at a time is a new paradox in the call center industry which I'm certain to include in my mantra. =)

COPC Inc. Official Forum

2009-09-09T09:45:00.003+08:00

It's been awhile since I had this site up but it took me almost forever to come up with its first entry. I got caught up with my schedule since I moved to my ICT Group as their Site QA Manager for their Cebu Operations.

Anyway, I have an important updates that might interest COPC advocates, enthusiasts and practitioners -- COPC Inc. Official Forum is now at LinkedIn!

About a year ago, I was searching for any COPC groups to join at LinkedIn and when I found none, I contacted Elizabeth Prakasam of COPC Asia and asked her if I can go ahead and create a group for COPC Professionals. With her "yes", I formed the group hoping I could get to interact COPC practitioners and share best practices with them.

Since then the group grew in numbers and even core members of COPC joined. But still it did not totally address the objectives I had in mind when I formed the group. Few weeks back, I was lucky enough to get to interact with Judi Brenstein, Sr. Associate of COPC, Inc. and was so happy to learn that COPC finally have an official forum!

I decided to delete the group COPC Professionals and asked all members to join COPC Inc. Official Forum as I'm sure there will be lots of relevant topics that will be discussed there and for sure members can share best practices and hopefully leveraged on it in their respective organizations.

About the Author

2009-06-20T00:00:00.005+08:00

Siony Hijara started her career in the customer service at a young age. She brings with her a genuine insight in Customer Experiences and Usability within the BPO and Contact Center industry, with over 8 years of experience from software development, market research and in providing support for the telecommunications sector.

As a COPC Registered Coordinator her expertise in streamlining operations, reducing costs, and maximizing organizational efficiency makes her a valuable asset to every organization committed to achieving operational excellence through the COPC Performance Management System.

She is Web passionate, loves blogging and has interests in nature, photography and technology in general.

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2009-06-01T12:59:00.002+08:00

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2009-06-01T12:38:00.000+08:00

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