Comments on: Monkeys vs. Chickens http://rudyvidal.net/2008/05/monkeys-vs-chickens/ Growing business through systematic focus on customer values. Mon, 19 Jul 2010 21:12:30 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Limb http://rudyvidal.net/2008/05/monkeys-vs-chickens/comment-page-1/#comment-74 Limb Wed, 18 Jun 2008 16:23:10 +0000 http://willtheybuyagain.wordpress.com/?p=165#comment-74 Somehow i missed the point. Probably lost in translation :) Anyway ... nice blog to visit. cheers, Limb . Somehow i missed the point. Probably lost in translation :) Anyway … nice blog to visit.

cheers, Limb
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]]> By: Balt http://rudyvidal.net/2008/05/monkeys-vs-chickens/comment-page-1/#comment-73 Balt Wed, 28 May 2008 14:32:43 +0000 http://willtheybuyagain.wordpress.com/?p=165#comment-73 Balt says : I absolutely agree with this ! Balt says : I absolutely agree with this !

]]> By: Rudy Vidal http://rudyvidal.net/2008/05/monkeys-vs-chickens/comment-page-1/#comment-71 Rudy Vidal Tue, 20 May 2008 06:27:32 +0000 http://willtheybuyagain.wordpress.com/?p=165#comment-71 Casey, thank you for your comment. Most of the time, the low hanging fruit with high return is the first place to go. In this case, I believe your Ds are the low hanging fruit. Your segmentation makes a lot of sense. Thanks Rudy V Casey,
thank you for your comment.
Most of the time, the low hanging fruit with high return is the first place to go. In this case, I believe your Ds are the low hanging fruit.
Your segmentation makes a lot of sense.

Thanks
Rudy V

]]> By: Casey Young http://rudyvidal.net/2008/05/monkeys-vs-chickens/comment-page-1/#comment-72 Casey Young Mon, 19 May 2008 16:25:30 +0000 http://willtheybuyagain.wordpress.com/?p=165#comment-72 I agree 100% with what was said. The way I look at it is that a lot of times there are A, B, C, and D agents in a call center. A lot of times, you can take a B agent, and make it an A agent, you can take a C agent and make it a B agent (or even an A agent), but those D agents are difficult to move. They are not motivated to move up in the ranks. They are the agents that are costing your center money. In my opinion, the goal in hiring is to avoid hiring D agents, and those C agents that are not willing to improve. The goal is to hire A agents, and B & C agents that are wanting to improve and become better. This is where a good hiring/screening tool comes in to play. It will assist you in eliminating those candidates that will eventually cost your center money, either through turning over, or through lack of efficient performance. I agree 100% with what was said.
The way I look at it is that a lot of times there are A, B, C, and D agents in a call center. A lot of times, you can take a B agent, and make it an A agent, you can take a C agent and make it a B agent (or even an A agent), but those D agents are difficult to move. They are not motivated to move up in the ranks. They are the agents that are costing your center money.
In my opinion, the goal in hiring is to avoid hiring D agents, and those C agents that are not willing to improve. The goal is to hire A agents, and B & C agents that are wanting to improve and become better. This is where a good hiring/screening tool comes in to play. It will assist you in eliminating those candidates that will eventually cost your center money, either through turning over, or through lack of efficient performance.

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