Utah's Easter Egg Hunt

Read about it here and see the pictures:  Utah's Easter Egg Blog

We were really excited that we had such a good turn out to this event!!  We hope your kids enjoyed it!!

Contest Winners

Click here to find out who the winners are:  http://www.focusservices.com/?p=1071

Management Position Open in UT

Read about it here:  http://www.focusservices.com/?p=1068

Focus Four Run T-shirt and Poster Design Contest

Get the details here:  (yes this is safe - to goes to the Focus Website and you can view it on your work computer - let me know if you are having problems and I will get it fixed!!)

 http://www.focusservices.com/?p=1062

Focus Four Run

Read more about this years F4R here: 

http://www.focusservices.com/?p=1059

Contest Update

This link will take you to the new blog we are moving to (still in the process) on the focus website!!  :)

http://www.focusservices.com/?p=1050

Thank You RaeAnn

Read about all of the wonderful things that RaeAnn does here:

http://www.focusservices.com/?p=1039

AND - WE WANT TO HEAR YOUR FAVORITE RAE ANN STORY!!

Focus Helps Increase Literacy in Local Schools

Read about it here on the new focus website blog: 

http://www.focusservices.com/?p=1036

Management Positions in Utah

We have 3 coach positions open in our Ogden office for our new project that starts training next week (Cincinnati Bell).  If you are interested in applying for these positions please email a cover letter and resume to Steven.Scott@focusservices.com

Moulton's Blog Post

Moulton is constantly thriving to have low handle time and low abandon rates but we're always happy to have high conversion and QA rates. We are rewarded whe we meet our goals. Moulton got a pizza party monday april 25th for meeting our goal of below a 3% abandon rate with a 1% for the past two weeks. We are always getting insentives to meet our goals. For sales we play games that win us manual time and fun prizes. We've just recently started getting credit for having calls under 3 minutes also gettin. We are starting wacky weird wednesdays where we will do a different thing/ activity each wednesday to livin up and bring energy to the call floor. Here on moulton 

we know how to have fun.

 

~Whitney Crane

2011 Top Private Companies

Focus Services ranked 23 on the top 100 private companies for 2011.  We are really excited about this.  It will be published in the May Issue of:

Contest Update

Come on people - I know we can do this.  We didn't get very many people send it at all yesterday.  Keep sending them in and we will get there soon!!  If you don't have access to email you can have your supervisor send it in.  You may just win.  Here are the details:

Subject:  Blog
Body of the email include the following:
Your first and last name
Call center you work in
Project you work on
Shift you work

It won't take long and I can see that we have over 200 people a day reading the blog but they just aren't sending it in.  For my loyal followers - I will allow you one more chance.  So YES you can send a second email in and it will get you on the list to get us to 101.  All winners will be posted after we hit 101 but you only get 2 emails!  Have fun!!

Memorable Calls

I asked several agents at our Roy site to tell me about their most memorable calls. Here are my favorites....enjoy!

T.C. : I talked to a cat to get an HSI sale.

    The owner put the cat up to the phone. She told me, "If my cat says 'yes,' you can set up the internet."

    The cat OBVIOUSLY said yes, because I got the sale.

C.P.: This lady called in, (possibly drunk,) complaining that the Qwest recording told her to "press 2 for English." I tried to offer, but didn't get anywhere.  After 40 minutes of nonsense, the lady had mentioned she wanted to start a petition, or get a rally going, or whatever just for this reason.

      Finally I said, "M'am, I'm sure there was a reason you were calling in before all of this." She didn't have one.

 

J.P:  I talked to a lady ex-navy seal. She was like the 1st "GI Jane." She was complaining about calls from solicitors; she'd had her number changed 3 times. I checked on the No Solicitation feature, etc. When we were finishing her order she asked, " Hey - do you know where the Titanic is buried?"

      I said, "yes."

      She said, "How deep?"

      I said, "a mile, two miles..."

     "No! FOUR MILES DOWN! And that's where you will be buried if a solicitor calls me! I will hunt you down and put you there!"

      I said, "M'am, I believe you."

N.M.: There was this woman who called in because the termal box for her community was in her yard. She didn't have a Qwest account, and she was MAD.

   It was a two hour call. She said if Qwest didn't remove the box, she'd take a chainsaw to it. While I was on the phone with her and with LRAC, (all of us trying to calm her down,) you could hear her screaming, and a chainsaw -- I had my    headset off and could hear it!

    She took the chainsaw to the box, and the phone disconnects.

~Rachel Sassbug

We want to know what memorable calls you have had?  

Dubuque Discounts

In our Dubuque Call Center we have two companies coming in to drop off coupons for our employees.  Check in with the front desk to get your coupons for:

White's Florist

Alt's Mini Storage

Take advantage of these great deals!!!

Wow! Clinton Call Centers First Blog Session:

The start of every day when we get there the center is quiet, as time passes more and more of us appear to do the job that Tara and the management team expect us to do.  Listening I hear laughter, joking and happy voices starting off the day.  Soon, the noise fades and turns into a phenomenal energy force. There is still laughter, coaches are motivating the teams, sometimes in some fairly humorous ways.  They like everyone else get tongued tied on occasion.....  My point being I think my next blog will be a survey of my co-workers asking them to remember something that they heard said that twisted someone's tongue. I myself have had my own tongue twisted moments so this should be something to look forward to....

Last Sunday was our annual Easter Egg Hunt!  It was a huge success!  The kids enjoyed it and the Easter Bunny was a big hit!  One of our children even was spotted playing with the Easter Bunny's tail.... This may have scared the bunny off for he hasn't been seen at the facility since.  I am sure that Jen will be able to convince him to hop on into Clinton Call Center again next year.  We all tip our Easter bonnet's to those who worked so hard on making this event the success that it was. 

Our motivational board this month is "Raining Revenue". Jen made a gorgeous spring board, with clouds, grass and tulips to decorate our back wall.  Every time an agent gets $500 revenue sale, they are awarded a raindrop to be placed on the board.  Today as I look at it, I see an array of colors with agents names on each rain drop recognizing them for their hard work and commitment to make the Clinton Call Center a success.  For those named with a colorful rain drop, remember that your April showers will bring May flowers.  Keep up the good work and watch your bonus opportunities bloom!!!!!!

We all know that working at a call center requires flexibility as changes are always in the works.... Here are some of the changes that have been made in the last month.

Ryan Randall ~ is now our Auditor.

Ryan has been with us for approximately three years. Like most of us he started as an agent, quickly becoming successful and very knowledgeable.  Not only did he serve our customers with the highest level of professionalism but he was always willing to help other agents.  Ryan's commitment, knowledge, kindness and patience made him the perfect selection for the  Trainer position when that opened up.  For approximately nine months Ryan trained all of the B2B classes. When I spoke with some of the recent agents that were trained by Ryan, they had only positive things to say about his approach to teaching them what they needed to know to become successful.  The Auditor position is one that has several different responsibilities, and often keeps Ryan in his office.  However, today Ryan and his smile were out on the floor, encouraging and assisting any person who needed his help.  I asked Ryan what his primary goal is as auditor.... He smiled and said, "To get the revenue that the agents put in on a sale, to match up with the revenue that our client shows as revenue."  Ryan, congratulations on your new position as Auditor!  We wish you the best and our proud to have you as a co-worker.
  

Chris Humphrey ~ is now our new B2B trainer!

 Congratulations Chris! You go girl!  Chris also started as an agent.  For the first year Chris learned how to handle the most difficult customers. Providing them with whatever was possible to keep them happy Qwest customers.  Y cording with the new agents while they were still in training, teaching and pushing them to think out of the box, face their fears and take calls.  She was a tough person to y cord with, I personally was terrified that I would end up having to sit with her and she would push me into saying "hello".  I never had to y cord with her, but I did get the opportunity to sit next to her right out of class and found out what an amazing teacher she is..... Chris's next position moved her from the day time hours to the afternoon evening shift where she coached residential.  Quickly she moved from coach to Residential trainer and did an awesome job at that.  Chris is back on day shift ( where we all missed her terribly) doing what she does best.... training our new B2B classes.  Having just completed the first class and with it being a success it is obvious that she has found the job that was meant to be hers. Keep you the good work Chris, we are all proud of you!

Kyle Nitschke

Kyle also started as an agent approximately six months ago!  After working as an agent for a couple months he became a #1.  His ability to motivate agents to reach beyond the beginning goals and shoot for the stars made Kyle an excellent couch.  Although Kyle is quiet, he has a professional demeanor that requires production from the people on his team, without them even  realizing that he can see potential in each agent that goes far beyond what they see in themselves.  This qualities and his commitment to Focus made him the obvious choice as Site Lead!  When asked what he is looking forward to most in his new position Kyle responded with, "Teaching others and learning new things everyday.  On a regular basis we hear someone, not mentioning any names, (Joy Hoagland), beckoning him with a chuckle and "Nitschke's nephew" this is his signal that he is needed by his former team of agents.  Kyle always rounds the corner of the back row with a smile on his face, ready to help with whatever the issue is.  Kyle, we miss you as our coach, but wish you the best of luck with your new position! 

Kyle and Joy Hoagland

Brad Williams begins his new position as PA for our facility soooooon!

Brad also started as an agent and was so successful that it didnt take him long at all to move into the position of Monitoring Specialist.  Brad has his own unique way of working with the agents to bring out the best in each of them.  During your coach sessions with Brad, he first asks how your day is going.  Then you both listen to your call and talk about it. They question that Brad asks most often is Why?  That question encourages the agent to dig deep down and see within them self better ways to interview, rebuttal, seek the best value for the customer and how to present it as a benefit.  Having pulled the agent out of the insecurity or shyness that we all sometimes struggle with, he gently makes suggestions as to what can make our job easier for us as an individual to ensure our success.  The qualities made Brad the very obvious choice for PA!  Congrats Brad, we all wish you the best of luck as you continue to learn new ways to assist us with our jobs.

As we welcome the new agents, and look forward to the next class, I would like to remind you all that it is possible to move up in our Company, and it doesn't always require being here for twenty years like some other places.  Continue to do your best and you just never know when another door will open and have your name on it.  Simply put.... If you think you can, you can. If you think you can't your wrong! Just ask the four exemplary employees that sat in the chairs that you now sit in!

Shew, I think I may have made it through my first attempt at blogging!  I do want to share how this came about!  Tara came to me one morning last week and said "Joy K, can I talk to you when you get off of your call?  Immediate terror coursed through my body, as we all know that conforming to rules is something that at times I struggle with. My only thought was, what did I do?  Why is it when Tara approaches us with a simple question like that we have to immediately search our soul and just know that we did something wrong.  Especially me, Tara and the entire staff have been nothing but wonderful to me, treating me like family, and going through some really traumatic situations with me.  Reluctantly I hung up and I so wanted to just take another call, praying that it would be a long, difficult sale and Tara would forget who I was!  When we talked and she asked me to blog, I was so honored and excited that she entrusted me with this that I was all but speechless (rarely that happens to me)!  So thank you Tara for the many ways that you have encouraged, guided and assisted me into growing into the person that I am today.  

~Joy Hoagland

Contest Update

We haven't hit 101 yet so we are going to continue the contest.  Please send an email to this address:  marci.clawson@focusservices.com or have your supervisor send one.

Here is the info you need to put in the email:

Subject: BLOG

First and Last Name
Call Center you work in
Project you work on
Shift you work

Contest Time

I am running another contest.  I will be giving away 3 - $25 gift cards.  Here are the details:

• You must be a Focus Employee to play
• You may only submit one entry
• Send me an email titled "Blog" with the following info in the body - your full name, the call center you work in, the project you work onm and the shift you work
• The winners will be the 2nd, 26th, and 101st email I get

We will run it through the weekend and I will announce the winners on Monday.  Good luck to everyone and don't worry everyone has a shot whether you send your email early or later on!!

Discount with Budget Rent A Car

All Focus Services employees now get a discount with Budget Rent A Car.  The discount will save around $10 per day.  So if you are planning a trip or just need a rental car for awhile this is a great way to save some money for just being a Focus Employee.  Here is the information:

use code

Company Name: Focus Services
BCD Number : U330864

They will call the corporate office to verify employment.  We are excited to offer this discount to all of our employees!   Drive safe!

Management Position (Clinton, IA)

We now have a PM coach position open in our Clinton Call Center.  If you are interested in applying for this position please send your resume and cover letter to Tara.Weidner@focusservices.com.

Contest

Just an update.  Last weeks contest had ended but we will be doing another contest within the next few days so keep your eyes open!

Focus Employees get $600 off LASIK surgery at Mount Ogden Eye Center

Mount Ogden and Bountiful Hills Eye Centers are excited to offer a corporate discount to your employees and their family members.  This corporate discount can save you or a family member up to $600 off laser vision correction (LASIK) at Mount Ogden or Bountiful Hills Eye Centers.  Mount Ogden and Bountiful Hills offer free, no-obligation consultations to find out if you are a good candidate for LASIK, 12 -months no interest financing, state of the art equipment, 14 years of LASIK experience, and highly skilled surgeons.

Our corporate discount can also save you or a family member 20% off a complete pair of glasses, or 10% off premium sunglasses in our optical department.

Mount Ogden and Bountiful Hills Eye Centers provide complete eye exams, contact lens fittings, cornea care, glaucoma and macular degeneration treatment, diabetic eye care, eyelid surgery, and Botox and Latisse consultations.

Please ask for the corporate discount to receive your exclusive discount on LASIK surgery and/or discounts in our optical department.  Call (801) 409-9720 in Ogden or (801) 677-1122 in Bountiful to schedule your free consultation.

Platinum Package - Custom IntraLase LASIK:

Retail - $2195 per eye

Corporate Discount for Focus Employees - $1895 per eye

Gold Package - Custom LASIK

Retail - $1695 per eye

Corporate Discount for Focus Employees -  $1495 per eye

20% off a complete pair of glasses in the optical department

10% off premium sunglasses in the optical department

Star for a Night - Phillipines Call Center

There's always this natural high when you get something new. Agree? That's why everybody was practically ecstatic to find out that we have a new calling floor here at the site. It now holds two of the many campaigns here in Focus Direct Philippines, Saveology and Galileo.

 

There was something though that caught everyones attention. If you ever dreamed to be the next Freddie Mercury or the next Britney Spears or the next Michael Jackson orsomething,than this is your chance. You could be a star for a night! Don't get your hopes up too much though, it's not what you think. It's this cardboard crown that has a big star on it and has the words "Star of the Night". All you need to do is make the first sale for the entire account for the first hour of your shift. Sounds pretty easy right? Well try thinking that again when you have about 40 agents who are also buying for that shiny crown. Everybody gets a blast out of this activity just from the sheer competition and anticipation on who would win.

I wonder who thought about this idea, must be a real fan of American Idol, im kidding. Anyway, its a good source for motivation and not to mention a lot of fun.This activity not only promotes healthy competition but also sportsmanship which helps people interact with one another and laugh and have fun together despite the stressful calls and the grave yard shifts. Its also something people can look forward to when they go to work. It makes this place even more cheerful than it already is. Here at Focus Direct, we're one big happy family.

 

Jade Esquilla

Qwest Verifier

 

Easter in Dubuque!!

Here are some pictures from our Dubuque Easter Egg Hunt that was held over the weekend.  We had 24 kids show up for the event!  Good thing we held the event indoors because it ended up snowing that day.  We had cookies and punch along with the Easter Eggs that they found and pictures that the kids could color.  It was such a fun thing.  Thanks everyone for coming out and celebrating with us!!

Bon appetit! - From our Phillipines site!

Feast your eyes upon Filipino cuisine! The Pantry Shop

here at Focus Direct has been,for many,the source of fuel.

Since most of us here belong to the graveyard shift, we

would rather sleep the whole day than eat so when we go

to work at around 11pm or 1am our tummies would be

growling already. Good thing there's always food waiting

for us when we arrive.

The meals everyday (or should I say night) are prepared

by the ever loved Mommy Dez (Desiree Gumban,Training

Department) and Ceasar Tiano (HR Department). The

usual menu's mostly consist of Filipino food like

adobo,sisig,chicken inasal,tinola,chopseuy, and many

others! The pantry people make sure that they serve new

and healthy foods.  But there are also food like

panzirotti,spaghetti,panini,chicken cordon bleu,beef

brisket and some good 'ol cake. It really does help one do

a good performance at work.

The Pantry is not ONLY a place where you can get your tummy filled but a place to make new friends too. Like an adult version of a sandbox. LOL. You get to sit next to people you barely know and strike up a conversation. Frienships are developed and at times you even get to know your boss a little bit better than when you're at the calling floor. Our site, or should I say the Filipino culture in general,is really big on family, so its no wonder that we treat each other like were a family and that's kind of one of the reasons why this blog entry was of significance  as well since we Filipinos give it of great importance that a family should really eat together during dinner time and since most of us are on the graveyard shift, dinner with the family is scarce, so its nice having a second family here at the site. Focus Direct is not an office, its a home.

Thanks,

May Ann Victoriano

Direct Verifier

Discount at Papa Johns in Dubuque

All Dubuque Focus employees you can now get a discount at Papa Johns.  They will give you 30% off all regular priced items while you are working! 

Rock Falls Training Blog Post

This blog is from new hire Allysa Fowler started 4/04/11 and still in training:

"Some of you might know me from class and some of you might not. Let me start by introducing myself: my name is Allysa Fowler and everyone calls me Ally. I started Heaven's AM training class 2 weeks ago and let me just say I am truely glad I did. 

When I started, I thought it was going to be one of those jobs that I would just go to work, do my hours, and leave. The more I come to work the more I realize it's more than just a job. It's like a family and NOTHING like I expected.

I actually LOVE coming to work! There are so many other perks: making new friends, learning how to better communicate with people, and so many others.

I just wanted to say thank you for welcoming me here and teaching me how to come out of my shell in the last two weeks!"

~Ally Fowler

Welcome to the team - we are happy to have your here!  We love our employees and want hope that everyone enjoys working here as much as you do.  

Management Position Ogden UT

We are currently looking for a director for our Ogden office.  If you are interested in applying for this position please send cover letter and resume to Ryan.Hatton@focusservices.com

Roy - Change Service Management Positions

We have 4 coach positions and 1 PM site lead position open on our floor in the Roy site.  If you are interested in applying for these positions please send a resume and cover letter to lindsey.nielsen@focusservices.com.

Rock Falls Winner

We did have a winner for our Rock Falls Call Center.  It was Kim Whaley on dayshift.  Your card will be sent out today.  Sorry about the miss on that Kim!  Congratulations!!

Management Position (Ogden-Qwest)

There are two PM management positions in our Ogden location open right now.  One is for a coach and one is for a QA.  If you are interested in applying please send a cover letter and resume to Candice.Leatham@focusservices.com

FIT Team Opening

There is now an opening for our FIT team in UT.  If you are interested in applying please send a cover letter and resume to Allan.Nolland@focusservices.com.

EAP Phone Number

Everyone here is the number to EAP.  EAP is the Employee Assistance Program.  This is a counseling program that we offer to all of our employees for FREE.  This can be used for you or your family so go ahead and give them a call.

The EAP number is 800-799-2934  it is a message phone you will be called back in 24 hours or less.

Winners of the Contest

Here are the winners from our contest yesterday.  Some of you were really close.  Stay tuned for more contests in the future.  For those call centers that didn't have a winner - how sad!!!  Lets get some more participation next time!  Congratulations to our winners - you will be getting your gift cards today!! :)

Saveology
Dayshift:  Ben Miller
Nightshift:  Sarah Collmeyer

Ogden Alt Channel
Dayshift:  Ashlee Bybee
Nightshift:  None

DR/Moulton
Dayshift:  Tiffani Cunningham
Nightshift:  Samantha Brooks

Roy Change Service
Dayshift:  None
Nightshift:  Brittany Geis

Roy B2B:

Dayshift:  None
Nightshift:  None

Dubuque:
Dayshift:  None
Nightshift:  None

Clinton
Dayshift:  None
Nightshift:  None

Rock Falls
Dayshift:  None
Nightshift:  None

Manager of the Month (DR/Moulton) - April

Monica was recently put in as a coach for the Direct Response floor. This is a fast, high energy position that requires her to constantly be learning, teaching, and motivating.  She has done a fantastic job in these areas from day one.  Monica says that "she isn't happy unless she is moving at Mach 3" and it shows in her enthusiasm and drive on the call floor.