Monthly Archives: April 2017

2 Steps To Killing Sales On The Phone

An outstanding telephone sales presentation is very much similar to a great race through a maze. If the TSR is good at his job he will be able to figure out what he wants to accomplish and where he needs to go, both prior to the beginning of the telephone presentation and then through its inception and on to its conclusion. Continue reading

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment

A Program To Make Culture Work In Your Contact Center

It really doesn’t matter how large your call center is. You may employ seven agents or seven hundred. The communication presented to call center agents in the first thirty minutes of their day will set the stage for the rest of the day. The best boss I ever had came into my office at the start of every day and gave me a rousing welcome. Continue reading

Posted in Uncategorized | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment

Ask For More On Your Inside Sales Calls

Perhaps your representatives have the desire to receive inbound calls, those are always easy—but maybe they are not so motivated to make the outbound dial. And, of course, when you make the outbound dial, you simply lose an opportunity to receive a warmer, inbound call, right? Or, are the agents simply burned out trying to sell—so they cherry pick the data, choosing only the leads they want to deal with and literally forgetting about all the rest? Continue reading

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment

Your Call Center New Hires Are Always Afraid Of Your Technology

Don’t let your agents worry about how to use your technology. Because agents continually interact with computers, dialing systems and evolving technology, they start their new job concerned more about the position’s technological requirements and less about their communication and product responsibilities. Continue reading

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , , | Leave a comment

How To Use Your IVR Better To Support Your Contact Center

An important and often overlooked step is regular review and analysis of your IVR system data. Reviewing simple report categories and identifying trends can save you operational costs, customer satisfaction and increase profitability. Continue reading

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Nurture Every Lead To Convert More Of Them To Customers

Do not continue to waste your front-end advertising dollars to attract qualified leads if your company is not ready to manage the lead, compel it to a decision, and convert it to a customer. Continue reading

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

How To Become A Great Call Center Manager

So often managers don’t succeed because they don’t have infrastructure. Infrastructure could include building a training university; designing dynamite reporting to support management of agents and representatives with data; consistency in rolling out learning, motivation or goal setting, managing skills–and more. Continue reading

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment

Two Tips To Drive Inside Sales Performance

If you have a team of 17 inside sales reps, and each rep is on the telephone right now, then your organization is only speaking to 17 prospects or leads (or customers perhaps) right now. Let’s face it; not very many opportunities to sell and convert prospects to customers, to be certain. Continue reading

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment

Inside Sales is all about your leadership so they need to stay focused

Your inside sales reps are only as passionate and motivated as its leaders. This is all behavioral. They feel that leadership is focused on managing by the numbers, so they perform by the numbers. They have goals that management enforces, and magically, inside sales reps meet or exceed those goals. Continue reading

Posted in Building Call Center Culture, Call Center Today News, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment