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Archive for September, 2011

Given enough time, one boy’s toy is an antique collector’s prized possession. Strange as that may sound, there are many collectors who would love to see an original G.I. Joe or an original Star Wars action figure. Remember He-Man? Action figures tend to be based on shows, movies, or comics that always have a following, and therefore even years after companies stop producing the figures, there are individuals who still seek to collect them. There are many a man who think of all the G.I. Joes they blew up with fireworks, only to find out twenty years later how many hundreds or even thousands of dollars their collection would have been worth if it remained in mint condition!

One interesting story dealing with action figures involves Takara, a Japanese toy company. They are best known to modern toy collectors as the company that built the original Transformers action figures. In 1974 Takara created a 4-inch humanoid action figure, which was called “MicroMan.” In the late 70′s and early 80′s this toy was brought over to the United States by the Mego Toy company, which was desperate for a hit after they made the famous blunder of passing on Star Wars. They re-named the line “Micronauts”, and created enough of a back story for Marvel Comics to get a good run of comics. Mego got several years of good sales, which was about the same size as Star Wars figures, before the whole company went down.

The basic construction of the Micronauts action figure would soon be utilized by Hasbro for their new action figures: the now famous and very collectible 3-3/4″ G.I. Joes (an action figure famous amongst young boys of the time for their propensity to have bad run-ins with fireworks). In recent years, the Micronauts concept has enjoyed somewhat of a resurgence. There has been a decently successful series of comic books, a trilogy of paperback novels, and a toy company called Palisades managed to re-create many of the original Micronauts molds. Now the original company is coming out with larger action figures based on the originals. Like many classics, companies want to keep dipping back for more. Why mess with success? Still it’s the old action figures that gain the most attention from collectors, so if you’re thinking about putting out the old toys from twenty years ago out in the garage sale, maybe think twice and take a second look before putting the boxes out. Who knows what you might find?

The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:

1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.

2. Review the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and identify 1 –2 opportunities for performance improvement.

3. Play one tape and let your employee listen. During the playing of the tape, you do not need to respond.

4. Have your employee respond to the tape. After the tape is played, ask your employee to respond. Most employees will be overly self-critical. Your employee will likely note many opportunities for improvement and struggle to articulate what they’ve done well.

5. Coach the call. Use the “sandwich” approach. Tell your employee what s/he did well, followed by constructive feedback, and then end with positive feedback. When offering constructive feedback, share only one opportunity for improvement. The employee has likely observed and stated several improvement opportunities so there is no need to bring these up again Try to mention one thin g the employee did not bring up and offer this as your constructive feedback.

6. Gain commitment for performance improvement. Ask the employee, “What specific steps will you take over the next 5 days to improve in this area?” Write down what the employee states and repeat it to her. Summarize the session by reiterating strengths and offering a vote of confidence that she can improve in the identified area.

7. Repeat steps 2 – 6 with a second and perhaps third tape if necessary. The point of numerous recording is that an employee may respond defensively stating that was just a “bad” call. If that is the response, you may choose to review a second or third tape.

8. Follow-up before the next agent coaching session. Check with your employee in between coaching sessions to keep the commitment top of mind. You can touch base with your employee via email or a personal conversation.

9. Discuss improvement in next coaching session. Before listening to calls in the next coaching session, ask your employee how she’s progressing toward the goal of the last session. Look for improvement on calls reviewed in this session.

This 9-step call center agent coaching model is simple, clear and it both praises employees and offers support for improvement opportunities.

When you follow this 9-step process, you will set clear performance expectations, coach effectively and consistently and at the same time you will be motivating your employees.

Understanding What a Virtual Assistant Can Do

I hear the term “Virtual Assistant” more and more in business. Did you know that you could possibly hire someone from another continent that works while you sleep and maybe for $8 – $12 Dollars. Mos t of the VA’s I work with have degrees and one an MBA in Business Admin. I pay her a pautry $15.00 per hour and what a bargain that is.

With the growth of virtual assistants has also been a change in what it means to be a virtual assistant. The leaders and founders of this particular entrepreneurial job have made distinctions between what it means to be a virtual assistant, and what it doesn’t mean. When you are explaining your business to others, you want to make sure to keep this standard.

Being a virtual assistant is becoming a distinct definition of a specific home owned business. It is expected that the standards will be upheld of a virtual assistant for all others who are working in this profession. This means that a virtual assistant is someone who provides a variety of services to businesses and individuals following the standard that has become formalized in the past decade.

The first angle that is taken towards approaching what a virtual assistant is includes the idea of being virtual. If you are not working out of your home, or remotely, then you are not considered a virtual assistant. Instead, it is considered to be a temporary job or a telecommuting job. One of the standards for being a virtual assistant is having the freedom to work where you want.

The second part to being a virtual assistant is the distinction that is made in the job description. Most virtual assistants will cringe at the idea of being called a secretary or freelance worker. Technically, a freelance worker is one who only does the job for extra income. At the same time, a secretary is one who doesn’t do the work continuously with only one client. A virtual assistant is provided in order to create a substantial and long term relationship with a business.

Here are 5 things you should consider in a Virtual Assistant?

1. Professionalism. Does the VA answer her or his emails, voicemails and other correspondence in a timely and professional manner? It is important if this person is to work for you has the right skills to not keep you or a deadline waitng. Make sure you give a covert task to her or him to pass that shows comittment to deadlines.

2. Project Management. Juggling tasks nowadays is vital. We now tap out feet in front of the microwave so things need to get done. If a person cannot work with a few projects on the go you might want to move on. I guarantee you will only find out that they have a project management problem when you lose “the big deal”.

3. Availability. Many of these people work for several people at the same time. It is not uncommon for you as an employer to be in a funnel system for the VA. You slowly move down the funnel as they take on better contracts from new virtual employers. Be aware that you and your project will get dropped at the most time you least need it. You also need to be lining up new VA’s. Try to split your work between 2 or more VA’s to combat this problem.

4. Test. Give the VA a mini project before going ahead with a contract. I also give a minimum of 2 tasks that cost no more than $30 -$40 to complete. I need them done correctly and to my total satisfaction before I even consider this person. It is simple to hire one of the first few people to come along but please shortlist at least 10 and give the tasks to 2 of the 10 you shortlisted. Obviously make sure these tasks are something you actually want doe, dont waste any money.

5. Get References. Can the VA give you a list of people whom you can contact who will tell you about working with her or him?

The main distinction that most virtual assistants will work towards creating is the idea of being in a relationship with a business, and making this their business. This goes beyond the Expectations of any temporary work or telecommuting job. It also means that the services a virtual assistant can provide will go outside of job descriptions that are made in the office. By understanding the standards for being a virtual assistant, you can best approach this in your own relationships with businesses.