Telephone Headset Audits & Analyses Mission Critical Resulting from Call Center Growth & Technology

December 22nd, 2015 by hesty No comments »

In order to have a complete understanding of the headset population for a corporate client, it is vital to conduct an Equipment Audit and Usage Analysis. This gives you the opportunity to compare the results of the audit with invoices of products purchased over the past few years by the corporation to assess the attrition rate of headsets from Call and Contact Centers within the corporation.

The Equipment Audit is on site and very thorough. The facility manager, telecom manager and/or the Call Center Manger to identify all of the headsets in use, tally the number of units out for repair, the units waiting to be sent to repair, units past their life cycle of usage, etc. In centers where there appears to be a large employee turnover, my experience has found that headsets from previous employees are hidden in desk drawers, lockers, supply closets, filing cabinets. In these cases, run a “Headset Amnesty” Competition – and give “awards” for employees helping us to uncover these products. This is a light-hearted way to allow employees to turn in products without any fear of retribution. Only by having all of the products in a Call Center accounted for can you determine the value these unused products have to the Call Center operation.

Management is often amazed at the amount of product that is found at their facilities, but with the vast amount of responsibility that the Call Center Managers and the Facilities Managers have in keeping a Center running to peak performance, headsets usually end up falling between the cracks. This is perfectly understandable as a worn, used headset is hardly the type of item most business professionals want to handle or deal with enthusiastically. Often times there are boxes, bins or drawers of product that needs attention. A fair percentage of the product is usually in good working condition but needs cosmetic attention before being reassigned. Most employees chafe at the suggestion of wearing a headset that had been worn by someone else previously. This is tantamount to asking someone to use another person’s toothbrush. Either send them to the manufacturer for cosmetic refurbishment or ask your supplier to help you with this task. The products will need a quick testing, cleaning and purchasing of ear cushions and voice tubes or windscreens, but this is far less than the price of a new unit.

The products uncovered during an audit will also contain product that is no longer compatible with the phone system since it has been tucked in a drawer or supply closet for years and years. There will be headsets that are in warranty but in need of repair and there will be headsets that are out of warranty and in need of repair.

All the data from the audit she be presented in a report for the purchasing, materials, and operational Executive Management as well as the Call Center Manager. This is the time to make recommendations on further assisting the Call or Contact Center Manager with setting up a system for warranty optimization and maintenance which can significantly save the corporation money by having an audited baseline of headset inventory, recommendations on maximizing the value of products uncovered during the audit currently not being used, and assisting the Call Center and Facilities Manager in simple troubleshooting and cosmetic refurbishment methods to insure headsets that are in working order are being used by the agents.

While the results from audits in Call and Contact Centers will obviously produce the most dramatic results, do not overlook conducting audits and usage analysis reports for office personnel as well. Again, it is not unusual to find significant amounts of headset inventory to be squirreled away in desks, file cabinets, telecommunications equipment closets, etc. These products may have been come from a variety of sources – and again may been used by previous employees in the organization. In larger corporate facilities, host a “Headset Amnesty” Day concurrent with a new product evaluation session and ascertain what value the existing product may have for the corporation through the manufacturer’s trade-in program.

One of the most cost-effective strategies is the implementation of a simple but effective headset warranty optimization and maintenance plan. Develop a method for quickly identifying headset product age, determining whether it is fiscally wise to have a headset repaired or designated for trade-in credit, or establishing a unit is under warranty and can be returned to the manufacturer for repair work at no charge. Timeliness is the key factor in the management and maintenance of headsets. If product is sitting in boxes or supply rooms, the warranty clock is ticking and often valuable resources are being underutilized by not having established a systematic handling of headsets within a Call or Contact Center.

Ask the manufacturer whose headsets are in your Call Center to work closely with the Call Center Managers on a continuous basis to first establish the headset maintenance program and then ask for periodic follow up on a regular basis so the manufacturer can be continuing source of support to the designated employee who has “headset responsibility” within the facility.

The Neoclassical Growth Model and Global Poverty

December 15th, 2015 by hesty No comments »

When using any economic model to portray a real world problem and to study the effects of various resolutions, the usefulness of the model is most contingent upon its ability to simulate the real world without excessive oversimplification. One of the questions this may lead to is whether or not the neoclassical growth model is a useful tool for economists and policymakers in understanding global poverty and developing policies to reduce poverty. This will be the topic of discussion in this paper and we will find that while there are reasons one would use the neoclassical growth model to analyze the plight of the world’s poorest, it fails to account for many important factors that are key to scrutinizing this problem from every possible viewpoint.

Foremost on the agenda, we must explore the ideas and concepts that underline this model. The neoclassical growth model emphasizes the role of technological progress and labor productivity in maintaining a sustained long-run rate of growth. Population growth, depreciation of capital, and, most notably, technological progress directly affect the dynamics of the growth process.

One major idea that encompasses the frameworks of this model underlines the assumption that over the long run, economic growth is independent of the savings rate (or equivalently, investment). However, the economy experiences a transitional state of growth or decline in the capital stock, which could be prolonged over a period of decades, due to fluctuations in investment generated from savings that is greater or less than required investment. In steady state, therefore, the growth rate of output is equal to the rate of population growth and the rate of technological progress. This shows that output per worker will grow at the rate of technological progress in a state of balanced growth over the long run.

The neoclassical growth model is achieved by assuming a diminishing marginal product of capital, in which the economy gradually moves to a point where savings provides only sufficient enough investment to cover depreciation. In order to make saving and investment equal, we assume that the economy is closed. This is a significant and unrealistic assumption to make, yet allows the issues of trades surpluses and deficits to be overlooked. Taxes and government spending is also ignored in order to put focus on the behavior of private savings. Lastly, we assume private savings to be proportional to income.

The first idea we want to explore is whether or not the idea of economic growth is relevant to developing policies that reduce poverty in developing countries. Indeed, the neoclassical growth model does effectively highlight an important correlation between economic growth and poverty reduction. This model theorizes that economic growth is contingent upon the accumulation of capital-both human and physical-and technological progress. Human capital refers to the increase in labor productivity due to levels of education, skills and experience, and the health of people. Physical capital represents the tools used in production. Lastly, technological progress has a two-fold meaning: it is the ability of larger quantities of output to be produced with the same quantities of capital and labor. Equivalently, technological progress represents the key ingredient in developing new, better and a larger variety of products for the public to consume.

Studies have shown that “literacy and other indicators of education remain woefully low across much of the developing world,” and a policy that helps poor people acquire human capital would result in their earning higher wages (Besley and Burgess, 2003). The neoclassical growth model could be used to argue that a climate that is more conducive to investment and entrepreneurship would help to reduce poverty. This idea follows from the premise that heavy regulation of business ownership is not in the public interest because it results in low capital intensities, low human capital per worker, and low productivity (Bigsten and Levin, 2000).

The implication that the economy is closed, which is used to develop the neoclassical growth model, severely limits our ability to accurately portray real world scenarios related to the plight of the poor. One of the handicaps that it causes is in our inability to consider foreign capital inflows along with domestic investment. Developed countries may find it beneficial to stimulate the economy of a developing nation by investing in research and development (R&D) in that nation, for instance. The encouragement of new technologies may help poor people living in agricultural and rural areas attain higher levels of output per capita and to better maximize their land and resources. The incentive for the developed country could be to establish new trading partners and open up new markets for its own economy.

Evidence shows that the opening up of international markets is conducive to economic growth, as seen in the fact that “growth problems have been most pronounced in countries that have pursued an inward-oriented policy” (Bigsten and Levin, 2000). This may be one of the reasons that many African countries have had low levels of output per capita, low growth rates, and decreases in standard of living over time. Other possible reasons for the economic stagnation in African countries will also be explored to reflect issues of poverty.

Other assumptions in developing the neoclassical growth model come at the price of simulating the realistic nature of the model in reflecting the real world. Any major component of social infrastructures or the political arenas of countries lies primarily outside the workings of this model. This, therefore, limits the ability of economists and policymakers to explore a full spectrum of ideas concerning the reduction of poverty. For instance, one major component of social infrastructure that lies outside the workings of this model is the idea of “eliminating social barriers for women, ethnic minorities, and socially disadvantaged groups in making growth broad based” (World Bank, 2001). Other considerations that lay beyond the reaches of the neoclassical growth model include such areas as “policies, institutions, history and geography” (World Bank, 2001). Government policies, for example, play an important role in the level of the steady state, especially in regards to its influences on property right, public consumption and on both domestic and international markets. Poor policies could be the underlying reason that many developed countries have experienced slow growth or even a low-level steady state (Bigsten and Levin, 2000).

Another problem to consider with the neoclassical growth model is the idea that investment and various other factors will affect the rate of growth of per capita output for as long as long as it takes for the economy to adjust from one steady-state growth path to another. In actuality, investment and other factors could influence growth in the long run because there are circumstances in which they could be considered the equivalent to an improvement in technology. For instance, education and external trade will lift the level of output that can be produced from given inputs through increased efficiency. Thus, levels of income per capita (or standard of living) will rise as a result because this is equivalent to an improvement in technology. As we discovered earlier, low levels of literacy, characteristic of unskilled workers, has hampered the growth in much of the developing world.

In conclusion, the neoclassical growth model is of some use in helping economists and policy makers develop effective policies to reduce poverty. It is extremely thorough and complete in its manner of analyzing the plight of the poor through the frameworks of economic growth. Technology is realized in this model to be the key factor in sustaining long-term economic growth. The idea of investing in physical and human capital implied by the neoclassical growth model has powerful implications that could indirectly lead economists and policymakers to suggest social policies that would promote health, education and other safety nets to help the poor. The underlying argument against this model is in the fact that many factors that may indeed influence economic growth and world poverty simply is not quantifiable, such as legal structures, the political environment and the social infrastructure. These are very relevant forces in the real world with lasting impacts on economies, yet we are unable to analyze these effects through the lens of this model. Nonetheless, the neoclassical growth model does steer us in the right direction in thinking about the long run effects various policies have on the welfare of an economy by looking at the situation in terms of economic growth and technological progress.


Bigsten, Arne and Levin, Jorgen. 2000. “Growth, Income Distribution, and Poverty: A Review.” Working Papers in Economics 32, Goteborg University, Department of Economics.

Besley, Timothy and Robin Burgess. 2003. “Halving Global Poverty.” Journal of Economic Perspectives. Summer, 17:3, pp.3-22.

Blanchard, Olivier. 2003. Macroeconomics-3rd Ed. New Jersey: Prentice Hall, Ch. 11-13.

World Bank, 2001. “Chapter 3. Growth, Inequality and Poverty, in World Development Report 2000/2001: Attacking Poverty, New York: Oxford University Press, pp.45-59.

Best Three Strategies For Effective Growth Stock Investing

December 8th, 2015 by hesty No comments »

Regardless of your financial goals, there is a place in your portfolio for growth stocks. These are companies whose earnings are growing at an above-average rate relative to the general market. Growth companies normally do not pay dividends, preferring instead to reinvest retained earnings back into capital projects. Here are some tips for identifying top-performing growth stocks.

While it’s tempting to buy a stock based on a tip or a rumor, you’ll find that it’s worth doing a little more research to find stocks proving themselves with fast-growing sales and earnings.

1. Understand the company’s business

It is important to understand the company’s business, because doing so helps prevent you from focusing on the wrong kind of companies. Generally speaking, younger, smaller, entrepreneurial companies have the fastest growth. Technology firms are often growth companies, because they reinvest their profits into new products and services. Older, more mature companies that are no longer innovating typically don’t offer the best growth opportunities.

2. Know when the company reports quarterly earnings

Very nearly as essential as understanding the company’s business, any time you are buying a stock, it’s crucial to know when its next earnings report is due. A report that misses Wall Street’s views can sink a stock in no time, as investors anticipate the worst, and bail out. On the other hand, a better-than-expected report can cause a price to spike higher as professional investors, like mutual funds and hedge funds, snap up shares. Don’t underestimate the importance of earnings reports. It helps to use a tool like Yahoo’s earnings calendar when you own or are thinking of buying a stock. Almost every successful growth stock investor is in the habit of tracking earnings dates.

3. Monitor the company’s sales growth

As a final point, when you are thinking of buying a stock, make sure to monitor how fast its sales are growing. This can help you understand whether its earnings are driven by cost cuts, or by increasing revenue. Of course, growing revenue is the preferable reason for profit growth, as it signifies a product or service that’s in heavy demand. Don’t forget this key investing step.. If you don’t, you could find yourself owning stocks of companies with dwindling sales, a factor that causes professional investors to sell their shares. When that happens, the price drops.

As noted earlier, there’s a place for growth stocks even in a conservative investor’s portfolio. However, you don’t want to make investing mistakes that could cost you dearly. When you want to buy a stock, take a few minutes to understand the company’s business, learn its quarterly reporting date, and check whether sales are growing. This will give you a greater chance of success in the stock market.