Monthly Archives: February 2017

4 Key Duties For A Call Center Supervisor

The ways in which supervisors communicate policies and rules determine how effective those policies and rules are to the culture of the call center. Supervisors teach agents how to sell; they instruct agents to communicate better to customers and prospects. Continue reading

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Great Inside Sales Agents Ensure Your Direct Marketing Efforts Turn Into Sales

When inside sales agents are distracted the only entity that truly loses is the company. Instead of driving more revenue, saving more customers from cancelling, and cross-selling more products, inside sales agents do non-productive minutiae that could be better managed by other personnel. The company is paying a set amount of money (hourly or salary) for the hours the agent is performing, but the company is not gaining the level of sales and revenue they should be enjoying to grow their business during those set hours. The company is defeating itself. Continue reading

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Your Confidence In Telephone Sales Will Transform Your Results

The real story about how to sell starts with having the energy and enthusiasm to do so. So often, the difference in skill-level from the inside sales rep (TSR) is not about their mastery of the product or service; or even their true sales skill. It is the finesse and nuance of selling; the compelling presentation which makes the prospect feel just a little bit more confident and inspired from the presentation. Continue reading

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Telephone Selling Is About How You Deliver The Message

In telephone selling, how an inside sales team member presents throughout a presentation is more valuable than what is actually said in the presentation. Remember, customers hear emotions and thrive upon “feel” words, and they don’t respond as well to data or “think” words. Continue reading

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The Best Way To Convert Radio and TV Leads Into Customers (Part One)

when your company has multiple offers you will sell more leads. It is better to attract a percentage of sales across all offers, then nothing at all. Multiple offers provide the lead with more choices. And, often, they will buy, they just require the right offer to do so. Here are some examples below. Continue reading

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The Best Way To Convert Radio and TV Leads Into Customers

deciding you are going to close each lead on their first call to your company—or let the lead disappear—is NOT a strategy. There is no law that says you have to close the lead on a first call. The key, simply, is to close the lead. It does not matter when. Your lift and your ROI is on closing a percentage on the first call, and then following up on the rest to increase your percentages and make radio and TV profitable. Continue reading

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Your leads will buy on the 8th touch. So, why did you stop on the 4th?

Your inside sales department must touch each lead multiple times. Is that a core element to your philosophy right now? But, they do not need to touch each lead via the telephone. Is your company using other channels? Continue reading

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Build An Amazing Inside Sales Center

Companies lose millions of dollars by not cross selling products well. And, they lose millions of customers, too. It is simple. Over time, if a customer is not engaged with your organization, then they may become engaged with other organizations, your competitors. So, cross-selling serves two purposes. First, sell more products, make more money. Second, build a sustainable, nurturing relationship with your customer. Engage them in your company. Continue reading

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Know What Agents are Thinking: Look at the Job Through the Agents’ Eyes

Mediocre management looks at call centers through their own prisms. They see their world as one that can be impacted based on their decisions. They make decisions on seating arrangements, project assignments, compensation, policies and procedures, contests, etc, based on their assessments. Continue reading

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The Magic Of Call Monitoring Checklists

Most managers enjoy delivering monitoring checklists to agents. Obviously, it encourages managers to spend one-on-one time with the agents, and that extremely valuable form of communication cannot be overrated. There are many times when managers don’t want to spend valuable time sitting down with an agent to talk about their telephone skills. Continue reading

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