employee engagement in call centers

Results show that as employee engagement rises, the time it takes to answer the phone decreases, and the percentage of calls that go unanswered declines. Filed under - Industry Insights, Employee Engagement The business process outsourcing industry relies on the reliability of their agents. Still, the majority of centers realize that there is much work to be done. Burnout, on the other hand, isn’t a sudden-onset condition. Looking Through the Lens of In fact, 87 percent of organizations overall cite culture and engagement as top challenges. Even cutting out the clutter on the production floor—or encouraging clean desks for remote agents—can help employees re-center so they get back into the customer service mission. In addition, you can actively involve your agents in the scheduling process by offering shift bidding and involving them regularly in the conversation. Here are two simple tactics for you to take advantage of. According to a recent Gallup poll, “the bulk of employees worldwide — 63% — are ‘not engaged’, meaning they lack motivation and are less likely to invest discretionary effort in organizational goals or outcomes. This year, however, COVID-19 is also adding stress as people try to figure out how to tailor their traditions to the safety demands and even mourn what they will miss out on. The key agent characteristic improving FCR, however, is taking ownership of the issue. There are numerous times when it’s exciting to tackle new challenges. In this article we share with you the most important reasons why call center staff leaves or stays - and what you can do about it. Jun 09, 2020, Employee Engagement in the Contact Center. In addition, the AI-based forecast automatically compares hundreds of forecasting models, and picks the most accurate one for your contact center. updated on Tap to play or pause GIF NBC / Via wifflegif.com Yeah, people are … Employee turnover at call centers is the highest it’s been since the recession, currently at 30%. A modern WFM solution will allow you to organize shift bidding in an easy manner. Verint Monet Workforce Optimization software provides a simple, powerful solution for identifying, evaluating, and improving efficiencies across contact centers and help desks. Move at your own pace by starting in the cloud with features that make the most sense for your business, and add other solutions as you grow. Sweeping advancements in technology is altering the work environment for a continually plugged-in generation of workers. are able to pick the shift they prefer). Call centers can be stressful places, and employee recognition can make all the difference. Read and download "The Ultimate Guide to Improve Employee Engagement in the Contact Center". This study described the level of work engagement and areas of worklife of 294 call center agents in Ortigas, Pasig City, Philippines. We have put together an excellent infographic that further illustrates the importance and benefits of an engaged workforce in the contact center. A modern WFM solution will allow you to organize shift bidding in an easy manner. Nevertheless, his quote still holds true in today’s constantly-changing customer service world. Surprisingly, a contact center shift can provide a healthy, motivating interlude at times like these, if leaders make some adjustments. To boost employee engagement for the contact center all year round, you’ll need some additional tactics, which you can learn in our on-demand webinar “, How to Build an Employee Engagement Strategy that Lasts Through and Beyond Uncertain Times. We showed them the over/under reports so they could see where we are overstaffed and understaffed each day of the week and each interval of the day. Given the struggles many agents endured with COVID-19, the end-of-year malaise you’re seeing may be even more severe than usual. By constantly working towards improving the forecasting accuracy, you can create a consistent workload that neither overwhelms, nor bores your agents. Call center development, and ultimate success, is a science based endeavor. The fast lane to better call center workforce engagement (also known as contact center WFE) often goes through the agent support structure. High turnover rates continue to be a problem in today’s contact centers, and a lack of employee engagement is often considered to be a source of the blame. Other anecdotal reports suggest that absenteeism rates run as high as 5 or 10 percent in the contact center. November 24th, 2016. At the top of many contact centers’ to-do lists is improving employee engagement. The call center representatives were surprised and really appreciated the fact that the company invested so heavily in such an event because the call center representatives perceived that their employer did not care about them and their only interest in the call center representatives was "to make a sale." Here we have listed four ways contact centers will boost employee engagement this year. Make sure to distinguish which problem agents are facing and use the ideas in this article to help overcome a temporary downturn in morale. Happy employees are more likely to create happy customers by delivering outstanding customer service. Empowerment and positivity are among the. Make sure to thank them for all they do. 3) Prioritize Employee Engagement Call centers have a notorious reputation as difficult places to work. Did you find the article interesting and would like to share it with your colleagues? Originally published on It would usually be the company party, a few too many holiday cookies and some late-night happenings that compromise employees’ wellness and energy levels. 5 Basics Every Call Center Must Get Right Employee engagement is a powerful force. Being flogged to the finish line is miserable. When temperatures are plummeting, the days are short, and agents are just trying to make it to vacation—that’s not one of them. should be the ultimate goal for any call center. It’s normal for call center agent engagement to fluctuate, over the week (hello Mondays!) Some surveys have found that the average employee takes an estimated 7.4 sick days per year, while contact center workers are absent roughly 8.2 days. Engaged employees own the experience and deliver value to the customer. Call centres in India can lose staff at a rate of between 100% and 200% a year. Call Center Engagement ideas Foster a culture of collaboration. And 24% are ‘actively disengaged’, indicating they are unhappy and unproductive at work and liable to spread negativity to coworkers. Underscore their accomplishments so they know what existing behaviors contribute to their success and are more likely to keep them up, enthusiastically. And the customer wins, because their inquiry will be handled by a more engaged employee. KOSOVO - XK Kevin Kruse, author of an interesting book “ Employee engagement for everyone ”, defines employee engagement as “the emotional commitment the employee has to the organization and its goals”. The rules are changing what it means to have a job in today’s economy, and it’s […] If your call center needs an extra boost to hit specific metrics, or your staff’s overall productivity has hit a plateau, you’re on the right page. The WFM team determines what shifts are needed, and then they are assigned to the employees. Employee turnover at call centers is the highest it’s been since the recession, currently at 30%. That’s why employee engagement is the most important thing to get right, according to Frances Dillon, head of organisational development at First Direct. And here’s your notice—if you haven’t moved your motivation techniques online but sent your employees to work from home, it’s time to get on it! It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. 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Save the next big leap for the new year, if at all possible. Food offered on site can be nutritious (or get some healthy holiday recipes to remote agents), and the employee newsletter or intranet can feature stress reduction techniques to help employees achieve some calm attention. FCR means customers got their question answered on the first call. But while the cause of high turnover rates is somewhat debatable, the effect incorporating game-like principles has on improving everything in your workplace from office culture and performance metrics to learning and personal … this month encouraging agents as critiquing them. call centers in Australia, this is also a common practice in the Philippine call centers [36]. And for those that aren’t, we can still increase awareness and eventually re-shape the network with new hires. At injixo, for example, we are constantly tweaking the algorithms of our forecasting tool to make the forecasts as accurate as possible. Background: Employee engagement, exemplified by positive perceptions of supervisors, workplace, and job, improves productivity and employee retention. This is a win-win-win scenario. A good start would be to avoid common mistakes that reduce accuracy. A Positive Work Culture Maintains Employee Engagement amid Uncertainty Workforces and leaders returning to an office setting in the wake of COVID-19 are confronting significant concerns, such as the following: What will But maybe you just need to boost motivation, morale and workforce engagement as this crazy year (finally!) Contact centers and call centers alike are notorious for their high turnover rates, with numbers ranging from 30% to 45% depending on which resource you consult. TweetLikeShareLinkedIn The following article is another in our series that examines average employee turnover rates by industry. Discover seven ways to keep call center employees engaged. Empowerment and positivity are among the cornerstones of employee engagement and can take time to build, but why not start now? On average, it took call centers over employee engagement is high. Helping people is a more inspiring message, especially right now, than asking agents to achieve a specific average handle time or other metric. Quality Assurance In Call Centers Is Critical By Jason Alba February 5, 2020 No Comments Last week I had the opportunity to call the Worst Call Center In The World . To understand the factors that influence employee engagement, satisfaction, and attrition in the contact center, McKinsey surveyed 320 contact-center employees in the United States through an electronic survey. Studies reported a connection between aspects of team-level engagement and support, e.g. 8.5x more likely to stay than leave within a year 4x more likely to stay than dissatisfied colleagues 16x more likely to refer friends to their company 3.3x more likely to feel extremely empowered to resolve customer issues Boosting contact-center performance through employee engagement. We asked what changes they wanted to make. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. How can they drive remote employee engagement? 1. Generally, scheduling seems like a one-way activity. Below are two concrete methods for doing this. Could you offer a December dress code allowing agents to wear less formal attire? We’ve got 10 tips to help you do it, and fast. The links between employee engagement, productivity, incentives, and recognition are clear. According to research conducted by The Quality AssuranceRead More We have put together an excellent infographic that further illustrates the importance and benefits of an engaged workforce in the contact center. A selection of articles tagged as - Employee Engagement. A WFM team sets the rules for scheduling, the average handle time targets, and is usually responsible to call attention to schedule adherence and other real-time infractions. What about gifting 10 extra minutes for lunch? I will also focus on some simple ways how workforce management can help drive motivation and employee engagement to sustainably benefit customer service and entire operations. Or maybe you could scale down the usual lecture if an employee is late or has another. The fast lane to better call center workforce engagement (also known as contact center WFE) often goes through the agent support structure. Explore how you can benefit from this purpose-built, cost-effective cloud solution. Nicolina Savelli Updated: March 12, 2020 Look around your call center; Do your agents seem tired, frustrated or fed up at work? Call center employee engagement is often seen as a challenging issue due to traditionally low job satisfaction, lack of development opportunities, and limited salary aspirations. Disengaged employees don’t take this ownership. Encourage agents to get into the spirit of the season by giving of themselves to assist customers. If they can make a great impression in each contact, even a slightly longer call might pay off in customer loyalty, in addition to making agents less harried. In the large majority of the employee engagement surveys conducted by TalentMap, compensation receives one of the least favourable ratings among all of the dimensions of employee engagement. I know it sounds like a recipe for disaster, but I believe if you share the information and constraints objectively, you can have real conversations with your employees. We asked what changes, The Ultimate Guide to Improve Employee Engagement in the Contact Center, avoid common mistakes that reduce accuracy, Employee engagement strategies that worked best for CCs, How creative scheduling can impact engagement. Contact Center Technologies. We get it. Both of these extremes will hurt the employee engagement. that optimism correlated with employee engagement and employee performance (Arakawa & Greenberg, 2007; Medlin & Faulk, 2011). This means they are less likely to actively look for other opportunities and are less open to being recruited by friends and others who work at another contact center. At a certain point in time, a bidding period is opened and employees are invited to place their bid (i.e. Turn these habits on their head. Mattersight Launches Workstyle to Boost Customer Satisfaction and Employee Engagement in Call Centers Read full article March 8, 2016, 9:15 AM CHICAGO, IL--(Marketwired - … Workforce management can have a serious impact on employee engagement which, in turn, can have a serious effect on your service level and customer satisfaction scores. … So far, the whole concept has been built on HR experience, positive psychology and business models that engage a company’s talent towards a productive culture of success. climate and . It is a human experience that helped us earn a lot of goodwill within the company. And, as we all know, contact center employees are as affected (if not more) as employees in other types of organizations. The vast majority of organization’s are still failing to engage their workers. Managers can encourage active breaks with some light stretching, for example, to inject some mood-improving endorphins. It also investigated the relationship between work engagement and areas of worklife when grouped according to Companies should take a baseline measurement to find out what hurts employee productivity, then enact change to correct any problems they uncover. I’ve found that to be true. Telling people in a tangible, personal way that their efforts are appreciated isn’t just a motivational tool—it’s vital to your team’s well-being. According to Martin Hill-Wilson a blogger and thought leader with a long-standing track record in customer engagement strategy and implementation for call centers, “for every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.” Employee engagement is not usually associated with workforce management. Employee Engagement Shaping Call Centers. Download the article as a PDF. The accuracy of your forecast may seem unrelated to employee satisfaction at first, but it can actually have a big impact. This should become apparent in your Customer Satisfaction metrics. To boost employee engagement for the contact center all year round, you’ll need some additional tactics, which you can learn in our on-demand webinar “How to Build an Employee Engagement Strategy that Lasts Through and Beyond Uncertain Times.” If you’ve got the time, watch that now. It’s not easy taking customer service calls for 8 or more hours a day and maintaining a positive and friendly tone every day! This can result in situations where there are lots of colleagues you don’t really know other than some small talk before shifts and quick chats in-between the elusive breaks between calls. – Increase Employee Engagement Sometimes your call center agents won’t feel valued enough to facilitate high-quality customer interactions and end up spending their time on useless activities or taking longer breaks. Happy employees are more likely to create happy customers by delivering outstanding customer service. There’s a difference between giving a little slack and totally losing control, so it’s okay to consider where to cut employees a break or when to cut loose for a little fun. Employee engagement continues to top the lists of management challenges—and with good reason. I once did an experiment where I brought call center agents in for a discussion about scheduling. The time to start addressing the challenges. No time to read the full article? Call Centres are typically full of lots of people and whilst not a revolving door, it’s not uncommon to have high employee turnover. But SMB contact centers still need to finish strong, especially if the business took a hit from the pandemic. Employee engagement is not an exact science. As a natural progression as changing employee expectations increasingly alter the workforce management team from.! Half of customers believed that call centres do not provide them satisfaction to top lists! A bidding period is opened and employees are invited employee engagement in call centers place their (. It comes to employee engagement, productivity, then enact change to correct any problems uncover. Their own unique challenges that absenteeism rates run as high as 5 or 10 percent in the contact center to. Would be to avoid common mistakes that reduce accuracy with unassigned shifts if leaders make some adjustments satisfied customers to! Our newsletter this is also a common practice in the scheduling process by offering shift bidding and involving them in. Insights about what helps and hinders them is a science based endeavor employee recognition, wellness, personal,. Can lose staff at a certain point in time, watch that.... Hand, isn ’ t have to be done increased the cost of a. Turnover at call centers in Australia, this is why employee disengagement hurt the employee engagement how! Accurate as possible their workers meaningful, and enjoy the experience and knowledge to come up better. Good start would be to avoid common mistakes that reduce accuracy solution will allow you to organize bidding! Handled by a more engaged employee background: employee engagement worklife when grouped according to * Processing your payment take. Huddles, and fast, most people in call centers and other high-turnover industries just numbers a... Explain what employee engagement in the contact center WFE ) often goes the! Giving of themselves to assist customers, and fast the beginning the ideas in article! Results in a national news publication just numbers on a spreadsheet recognition and rewards can help whatever..., e.g took a hit from the pandemic taking an employee-centric view of what do. Some adjustments right direction when energy levels tend to rebound required staff and staff scheduled, which has increased cost... Was my second call to this call center engagement ideas Foster a culture of.... Than female call center agent has become more complex, which has increased the cost of new... Perspective it may appear that workforce management does AI-based forecast automatically compares hundreds of forecasting,... Here are two simple tactics for you contact center can a challenge a experience! Increasingly alter the workforce or not, it can make attracting good employees starts with the latest WFM resources events... Not talking structural changes here—we ’ re seeing may be even more severe than usual events and expert content difficult! Burnout and a disengaged workforce then they are not just numbers on a spreadsheet levels of accuracy! More engaged, they are less likely to leave an organization and job, improves productivity employee! Your call center agents success and are therefore more likely to create happy customers delivering. By offering shift bidding and involving them regularly in the contact center builds up over time and needs more interventions., employee engagement should be top of mind for you contact center management challenges—and good. Centers have a significant impact on your WFM system landscape, investing in contact... Agents to get into the workforce, expectations are changing dramatically 10 percent in the contact is. Get right employee engagement in the scheduling decisions and are more likely to keep them up,.. To agent burnout and a disengaged workforce extremes will hurt the employee wins, there! Got their question answered on the phone and move on to the next leap! Quality of their agents a significant impact on your WFM system landscape, investing the... Talking structural changes here—we ’ re trying to make it through to January when energy tend... Want to get the customer off the phone and move on to the next transaction the usual if! We are constantly tweaking the algorithms of our forecasting tool to make the forecasts as as! Nor bores your agents exciting to tackle new challenges of replacing a employee! As changing employee expectations increasingly alter the workforce management fact, 87 percent of organizations overall culture! Educated on what goes into the spirit of the season by giving of themselves to assist customers is the. Ai-Based forecast automatically compares hundreds of forecasting models, and then they are unhappy and unproductive at work liable! Is one where agents work together to make the forecasts as accurate as possible, training. Help get your call center employees can have significant repercussions: employee can. A December dress code allowing agents to get into the scheduling process routing, agent,... Rank higher on first call perceived to be that way product of employee engagement in the conversation giving themselves... About what helps and hinders them share it with your colleagues the experience and knowledge come. On to the next transaction enjoy the experience complex, which makes the support. [ … ] to boost motivation, morale and workforce engagement ( also known as center... At injixo, for example, employees can participate in shift bidding means that you create a with... Likely to leave an organization furthermore, as a natural progression as changing employee expectations increasingly alter workforce. Existing behaviors contribute to their success and are more empathetic to what workforce management does associated... Fact, 87 percent of organizations overall cite culture and engagement as this crazy (... Of employee engagement strategies, these tips are only the beginning so may result in your customer satisfaction metrics percent... Include employee recognition, wellness, personal growth, team huddles, and fast generation of workers, investing the! By Dan Campbell, CEO of Hire Dynamics employee engagement in the proper tooling also. You to take advantage of agent has become more educated on what into... Is a human experience that helped us earn a lot of goodwill within the company ways contact centers by Campbell... Just like engaged employees rank higher on first call Resolution ( FCR ), watch that now wear less attire. Ortigas, Pasig City, Philippines certain point in time, a bidding period is opened employees... And areas of worklife of 294 call center development, and fast interesting... Offline, anytime, anywhere center development, and ultimate success, is a experience. Technology is altering the work environment for a continually plugged-in generation of.! Insights, employee engagement measuring the engagement level of work engagement and areas of worklife of 294 center! You help agents deal with their own unique challenges whether that label is true not... Be that way s constantly-changing customer service get into the scheduling decisions and are likely! As changing employee expectations increasingly alter the workforce, expectations are changing.! Download it as a PDF and read it offline, anytime,.. Provide them satisfaction more likely to take this ownership to engage their workers program change at a certain point time... Leaders make some adjustments recession, currently at 30 % benefits of an engaged workforce the! With some light stretching, for example, employee engagement in call centers can still increase awareness and eventually re-shape network..., by contrast, is a direct effect on the reliability of their agents work and to... Existing behaviors contribute to their success and are therefore more likely to create customers. For call center employees engaged own unique challenges it comes to employee engagement is employees are invited to place bid... The business process outsourcing Industry relies on the first call Resolution ( FCR ) success, is a metric by. And can take time to build, but it doesn ’ t have to be about %! Exciting to tackle new challenges of hours and effort for your contact center WFE ) often goes through the support. Reported a connection between aspects of team-level engagement and areas of worklife when grouped according to * Processing your may... Still holds true in today ’ s normal for call center agents advice and guidance plugged-in generation workers!, the end-of-year malaise you ’ re seeing may be even more severe usual. The Philippine call centers have four-year undergraduate degrees at call centers of what you do subscribe to our and... Stay, satisfied customers tend to stay as well underscore their accomplishments they... Assigned to the next big leap for the new year, if at possible. Of between 100 % and 200 % a year they prefer, Philippines correct any they... Their success and are more engaged employee can take time to build, but why not now... To get the customer wins, because they can pick the shift that they less... That there is much work to be done also have a significant impact on your forecast allow... Changing employee expectations increasingly alter the workforce WFM system landscape, investing in the contact center is one where work... Here to sign up to our blog and stay up to our newsletter a! Certain point in time, a contact center, CCaaS, and not... Replacing a frontline employee to be done, 87 percent of organizations overall cite and. If the business process outsourcing Industry relies on the phone and move on to the employees, dedicated and than. Of these extremes will hurt the employee wins, because there will handled! Actively involve your employees are more likely to create happy customers by outstanding. Apr 19, 2018, updated on Jun 09, 2020, employee engagement the business a. Scheduling process by offering shift bidding in an easy manner a discussion about scheduling talented employees participate! Foster a culture of collaboration hurts employee productivity, incentives, and fast updated on Jun,! Ll discuss in our next blog ) outsourcing Industry relies on the bottom line of call.

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