The Call Center as Morgue

I got trapped this week on the phone with an agent who sounded like he was calling from the morgue.  I was actually tricked by his monotone voice, – I thought he had to be someone I knew with really bad news. I stayed on the phone even after I realized no one I knew died, because I was having so much fun imagining the call center he was calling from – in my mind it was underground, wet and cold, no natural light, with an eerie greenish light over the place.

I got that visual and a chill down my spine just from his five words, “Hello is this Mrs. Smith?”

My heart ached for all those customers out there who really want to buy your products and services but who are literally bored into SAYING NO by dull, monotone presentations.

Then my mind jumped to those innocent customers who zone out as soon as a rep starts reading the script word for word, EXACTLY as it’s written.

I’m starting a movement to Shock your customers by talking with energy and using your “real” voice.  Or, instead of high energy, when the situation warrants, use your voice to comfort and sooth customers.

Of course, it all depends on the products or services you offer. Don’t sound upbeat if you’re selling cemetery plots. And don’t go all morgue-like on callers if you’ve got the greatest solution to their most pressing problem!  When you use a real voice, you spur customers to get excited about making purchasing decisions over the phone.

I challenge reps to think of themselves as DJs at a huge party or on the radio.  Listeners can choose any station or style of music they want to hear, they just have to press a button.  When you hear a song you don’t like on the radio you just switch stations or tune out.  The DJs and radio personalities have to keep people tuned in by keeping it interesting.  They use interesting topics, exciting information, and high energy voice inflection to keep people’s attention.

Some DJs, especially on talk radio, do such a great job holding listeners attention, they even get people to call in to ask questions or make comments.  That’s the level of engagement you’re looking for.

People will respond to your style and talk to you… when you use your real voice.

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Great Script Writing And Dynamite Sales Effectiveness Training

Call Center Today has unique and deep expertise in telephone sales script writing and sales effectiveness training to ensure our clients lift their sales numbers and drive telephone performance.

We have a dynamite methodology to make scripts POP for both the inside sales representative as well as your customers. Our scripts excel in one of two key areas: First, in a controlled script environment, where a premium is placed on telephone scripts that give the telephone agent very little room to move; Second, in a consultative, needs based environment where every word is written to drive conversation and versatility. These scripts give the agents maximum flexibility to move in a direction of their choice, in essence where scripts are roadmaps and you want the agent to engage.

A powerful script will provide the inside sales rep with flexibility while ensuring they articulate the concepts, ideas and key words that compel your customers to buy more from you. In addition, we never want to write a telephone script unless you also complement the script with deep and customized sales effectiveness training. Inventive sales effectiveness training partners with great scripts so your agents will be transformed as they sell more products and services to prospects and customers alike.

Our sales effectiveness training is truly customized for your business, as is the telephone sales script. SET as we call it is delivered both in classroom and also via e-learning. We strongly recommend the one-two punch of script blended with sales effectiveness training. It is powerful learning to move your telephone agents to the next level.

A third and equally critical component is the proprietary role play simulator offered by Call Center Today. It simply is not enough to teach, managers must follow up and calibrate. Our role play simulator feeds off identification – so once we identify the areas that agents need to improve we drive the role play simulator to train agents how to employ the right tactics on the phone and overcome obstacles.

We are deeply excited about our expertise in telephone script writing; sales effectiveness training; and the proprietary role play simulator. Combined together, it lifts inbound and outbound telephone sales in B-B and B-C environments to spectacular new levels.

For more information, contact us at 888-835-5326 or email MyCallCenter@CallCenterToday.com.

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Outbound Telephone Script Writing

What is the key to a fantastic outbound telephone script?  How can one best write an outbound telephone script?  At Call Center Today, we have written numerous outbound telephone scripts for clients, and through the benefits of editing and testing we have found a magical fomula.  The long answer is too long for a call center blog, but the short answer is compelling.

The perfect outbound telephone script needs to have engagement.  Inside Sales representatives are afraid to engage because they are afraid of answers and questions and dialogue.  The great inside sales representatives relish the answers, questions and dialogue.  So the perfect outbound telephone script needs to have engagement, let the script do the walking and let the rep follow the script’s lead!  Engagement questions early, often, etc, provide information and rapport and bond.  When the inside sales rep asks a question and the client answers that question, the game is over, the rep has WON.  Reps are afraid to ask questions, so they never get to this most valuable stage.

There are two types of engagement questions (open and closed). We prefer an open question in the early going of a script to present an AAAAA HAAAA moment for the client.  In many ways, the question sells the customer on the mission of the call, and sells the customer on why they might need to listen.  As a rep, you may not know the answer coming, but you can usually solidify what the 5-10 answers could be.  The engagement question, early, can be everything to your presentation.  Don’t be afraid to ask!  Customers just might answer your question and want to hear more.

For more information, visit Call Center Today at www.CallCenterToday.com.

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Outbound Script Writing Learn N Go Webinar

The 20 minute Learn N’ Go web seminar, FREE, is a quick 20 minute hit on major training, this topic related to outbound script writing. Friday, June 25, 2010 at 130pm east. Powered by Call Center Today, call center training, call center consulting, and inside sales, from Call Center Today.

To register to attend visit www.callcentertoday.com. We will be sending the powerpoint and other materials as part of the webinar.

For more information on Call Center Today visit www.CallCenterToday.com. Or email MyCallCenter@CallCenterToday.com.

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Three Posts On Call Center You-Tube Channel

Call Center Today recently posted 3 call center training videos on our call center training You-Tube Channel at http://www.youtube.com/user/CallCenterToday. Visit the call center channel for quick training tips!

In particular, we focus on call center consulting, call center training, and inside sales telephone training on these three videos. Great tips to take with you on inside sales, and script writing.

For more, visit www.CallCenterToday.com or email MyCallCenter@CallCenterToday.com.

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