Twas the night before Christmas in the Call Center 2012


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I can’t believe it’s December 2012! Once again, I thought I would share some holiday cheer in the form of a poem I wrote a few years back…

‘Twas the night before Christmas, when all through the center

Not a creature was stirring, not even a printer;

The headsets were hung by the cubicles with care,

In hopes that not too many calls would be there.

Each manager was nestled all snug in their chair,

While visions of call volume made them each stare;

And I was alone, with a 10 page report,

With too many columns for my poor brain to sort!

When up on the reader board there displayed such a sight,

I sprang from my office with all of my might.

Away to the display I flew like a flash,

Tripped over a phone cord, and made a loud crash!

And that’s when I saw it, those numbers so high

I looked at that reader board and started to cry,

And finally I shouted, “What’s going on here?”

High call volume for Christmas could be something to fear!

Then I heard a strange noise that made me turn quick,

And there right before me was Jolly St. Nick!

He said, “Worry not! I brought help for these calls!

And still we’ll have time to deck all the halls!”

And he whistled, and shouted, and rolled up his sleeves

I was rubbing my eyes, I just could not believe

Then he opened his bag, which seemed rather full

And out ran a phone rep towards each cubicle.

“Now, Courtesy! Now, Patience! Show Sales Skills don’t wait!

Just some of the things that improve your close rate!

To the end of the aisle! To the top of the wall!

Now dash away! Dash away! Dash away all!”

As each rep signed in, I saw the reader board frown,

And then the huge call volume finally went down,

I went back to my office, and looked at the screen,

At all of those calls blinking from red to green.

So that’s why the “Big Guy” had dropped by that eve,

It was just so amazing and hard to believe,

For the gifts he delivered had no whistles or bells

Improved margins per hour and margins per sale!

And this gift creates new gifts to give out each day

In the actions they take, and the things that they say

And our customer’s love them, it’s what brings them back

Wonderful reps keep sales and service on track!

And then Santa waved, and he gave us a wink,

As only green lights were left on to blink.

But I heard him exclaim, as he walked out of sight,


I wish you a very Merry Christmas and an amazing 2013! I’d love to hear what your call center Christmas list has on it! Or maybe your contact center New Year’s resolutions!

scott o. thomas

senior partner @ tamer partners corporation

Visit the Tamer Partners Corporation website at

Republished with author's permission from original post.

Scott Thomas
Scott O. Thomas is the Senior Partner with Proponisi. Proponisi provides award winning enterprise product solutions and professional services to customer driven organizations. Greek for "coaching", the word Proponisi reflects our software's ability to leverage your customers to coach, encourage and provide feedback directly to your employees.


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