Call Center Tulsa | How MicahTek Operates

Welcome to tech talk where you get the latest news, quick tips and Micah Tech knowledge where your host Jason Hood and dance dessert. So get ready. We’re about to put a little tick in your day today. Show is discussing how the Mike a text call center, Tulsa location operates.

Thanks for listening and remember, Call Center Tulsa anytime you have a topic or question you would like us to discuss in a future episode, please send it to solutions at Mica Tech Dot com. That’s solutions at am I? C H, or please give us a call at one 800. Three zero. Three four, four, three, six. We would love to hear from you. Absolutely. Give us a call. It’s important to know how a call center operates when considering the outsourcing of your calls. Guys, so without further delay, we want to welcome a very special guest to the show today. Mike had texts, very own call center director Mr Cody Humphrey. But Mr Cody, welcome to tech talk. Let’s jump right into questions so our listeners can better understand how the mica tech call center operators. I got seven questions for you here, cody. Again, thank you for, uh, for joining us today. So question number one, cody, for all of our wild listeners out there, tell us a little bit about yourself and the history, your history with Mike attack.

All right. Well, I started Mike attack back in 2005 as a cost Call Center Tulsa agent and honestly at that I would just be here for a short time. It was an in between job for me.

What were you hoping to be? Only here for a short time or I had never were just not expected

call center before. So yeah, honestly I was hoping to only be here for a short amount of time, but after six months I got asked to, to apply for a team lead position and then from that I just continued promotion after promotion, did a little bit of time in the it department but ultimately ended up back in the cost center and now as the call center director. Perfect man. Call Center Tulsa Appreciate that.

Now you said a team lead, what is it? What does a team lead in the world of Mike? Attack

a team lead would be what some some places would consider a supervisor. They sit at up at the front of the call center and they are the primary go to for agents that run into problems or have any questions on their calls, they would first contact the team lead to see if they can help them get the answer to their question.

Gotcha. That’s pretty interesting. Okay. Well, Call Center Tulsa hey cody. A second question after that easy layup question that we ask. Dan just asked you, here’s a hard one. What are the hours might get texts, call center operates or the nine to five Monday through Friday.

Well, you know, many of the cost center Tulsa locations only operate during regular business hours. Eight to five, nine to 4:30. However that works, but Mike does not. We actually are 24 hours a day, seven days a week. Three hundred and 60 days a year.

So you’re saying we never close. We never close talking about, Call Center Tulsa you know, we had shark week. You got reopened for that. We were open Thanksgiving every year. A lot of people may ask, what about Easter, Easter Sunday?

Every day, 24 slash seven, 365. We are open.

Hi. Like that. That’s awesome that listeners, we are here for you. We have your back to answer calls. Twenty four slash seven. There is not a call time or we’re not here. All right. Now, cody, next question. How do you manage staff to answer thousands of calls each day?

Wait, wait, say that again? The thousands of calls. Not Hundreds. Thousands, thousands a day. Call Center Tulsa, is that right? Thousands a day. Thousands a day. Even at even on the weekends. Even on the weekend. Thousands per thousand. That’s a lot of calls. Yeah, it is. I’m sorry for

the workforce management software that we use because without that it would be nearly impossible to do what we do. Our software looks at a history of 13 weeks and we can wait that 13 weeks. Meaning if if we have one week that was way out of the ballpark of what we normally get, we can have it not look so heavily at that week. Looking forward.

So you software and sort of pull names out of a hat.

Wow. While pulling names out of a hat might work for some people, Call Center Tulsa it doesn’t work here with the wide variety of clients, we have the multiple different businesses we serve, our software looks at all of that and it looks at each client individually and tells us where we need to project for those calls. So we have people in seats at the time. The cost them it

good. You know Dan, I do know some call centers. They don’t use workforce management software. I’ve known them to use excel spreadsheets. Have you heard that before? Coding? We actually used to operate. Oh No. How long ago? Years and years ago? Not recently. Not Clients. Not recently since I was here. Okay. So, uh, cody, that’s good information. Thousands. I can’t. I’m blown away. Thousands of calls. Okay. Uh, cody, many listeners may wonder, how do the agents remember what to say for all the different clients that might take serves? I mean, did they answer the same way or how do they know how to respond or what to say?

So with the switch that we use, um, when the call comes in, it’s actually coded for each specific client and with the scripting software that we use that we actually have developed here on site, the agent just has to click on, take a call and it pulls up the script for each individual client.

Well that’s cool. So every client has its own script on text, right? Very important, Call Center Tulsa very important.

Great guys, we’re on the right track, but let’s take a quick break from the questions and discuss how all services Mike had. Tech provides is so rare in today’s world. If you’re looking for a call center, Tulsa or worldwide, Mike, intech is definitely your choice. Again, Mike had tech provides 18 different services. I’ll say that again. My could take provides 18 different services from call center fulfillment, ecommerce, data management, and so much more all under one roof.

I don’t mean to take your services again,

18 different services. We love to have you guys on site. Take a tour with his hair and we’ll, I’ll take you to lunch. We’ll bring cody along too.

Dan Did you know 18 is almost 20. That’s right, yep. So, Hey, Call Center Tulsa when you use market detect services, you’re choosing to work with a company whose core values and reputation or held in the highest regard. If you’re not happy for whatever reason, contact one of our team members and they’ll make it right to learn more about the many services Mike and offers. Visit our website at [inaudible] dot com. That’s m I c h t e k Dot com where you can always give us a call by dialing one, 800, three zero, three, four, four, three, six. Now back to more with our very, very special guests that call center director. Mr Cody Humphrey.

Cody. Thank you for taking the time to sit down with us and explaining how the MIC, a tech call center operates and we just have a few more questions for you and then we’ll let you go. So my next question is what happens if you’re one, if your one and only call center Tulsa area has bad weather. For example, we had that bad ice storm from time to time. We get snow and agents are unable to make it to work. So in that event, how do you answer calls without staff?

Kinda hard to do without staff.

Yes, it would be. Thankfully we’ve taken that into consideration. We allow each of our employees the option to get set up to work from home. It’s not a requirement that it is an option for our internal employees. They can get set up to where in those situations they can help us out from home. In addition to that, we have a large pool of at home employees who work from home regularly and they are available to sign on and help us and in in recent times when we’ve experienced this, they’ve been very faithful to hop on and help us so that we don’t have any service interruptions.

That’s good to know. I mean a lot of clients may say, wait, wait at home. So all their information is on the person’s computer. How does that work?

Actually they. They remote directly into one of our servers here on site, so there’s no confidentiality issues there. They actually are logging in securely to add a server here at Mica Tech and all of the calls are routed through that server.

That’s good because that also keeps us PCI compliant, correct? Correct. Okay, perfect. Well, Call Center Tulsa coding what type of training do the agents encounter when working at microtech?

When an agent comes in the door, they, whether they’re internal agent or at home agent, they are required to attend training on site. We are looking into and working with a virtual training as well, but they would all go through the exact same training process and that is a two week training process, um, that, that ranges from an introduction to our software to specific client training for specific clients. And then they also have time where they get practice on the phones while they’re still under the training umbrella.

Was some pretty deep training there.

And moving on here on our next question, we’re going to touch a little bit on the quality control processes. This will be covered in a additional podcast coming out. So cody, uh, what are the quality control procedures for our call center agents?

Well, simply put, it sounds funny, but we’re looking for quality. We are reviewing to make sure that the agent’s tone is warm, kind and helpful. Were reviewing to make sure that all of the vital pieces of information in the call, a payment information, address information, name, address, phone number, that all of that was not only captured correctly, but that it was verified with the color and that the information was entered accurately. Um, in the beginning when, when an agent first comes out of training, they are qc to a little bit more frequently than our agents who have been here maybe four or five years, who we know consistently deliver the perfect color.

That’s important. A really given our clients a piece of mind to know that our agents are, uh, in, in our clients are in good hands with those agents. So cody wants, again, we want to thank you for joining us today and allowing our listeners to learn how the Mike had take. Call Center Tulsa
So Dan, what did we learn today?

We learned several things. Number one, Mike, a text call center, hours of operation,

and that’s what they’re closed when Call Center Tulsa

we are never, ever.

That’s right. Never ever close. All right. Number two, how the call center manage the staff to answer thousands of calls each day using that workforce management tool.

Number three is inside. Have a call center. Agents answer all different types of calls,

and number four, how calls are answered when bad weather hits Oklahoma. Mike, a text call center area and a surrounding locations.

I tried to get bad weather here all the time. Changes by the day number five, Call Center Tulsa agent training,

two weeks, very, very detailed training. And number six, our qc procedures. So listeners, the next time you think or hear the phrase call center Tossa. Let me repeat, Call Center Tulsa. Remember Mike attack and all of the information provided today on how the call center operates. And before we

leave you today, remember, visit our website, Mike at [inaudible] dot com. Or call us at one 800. Three zero. Three, four, four, three, six. We would love to discuss with you how mike had tech, can partner with you and provide the solutions you need for the growth you desire. Join us next time on tech talk. When we discussed the top eight reasons you should outsource your call center, but before we let you go, remember, gaining knowledge is a blast. So Micah Tech Tech, boom.