Monthly Archives: May 2017

Don’t Become Emotional When Managing Your Call Center Reps

Similarly, the call center dynamic is affected by environment as well. Engaged consumers motivate the agents, as does coworkers with positive attitudes and managers with positive feedback. And let’s not forget: nothing beats the adrenaline of a successful sales call! Continue reading

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How To Involve Agents In Your Call Center

Often times those agents that accept contact center work need flexibility, and those contact centers that provide flexibility come off as big winners. Agents typically are like any other people—they want to grow, mature and prosper as well. The contact center that blends all of this comes out ahead. Continue reading

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Selling over the phone involves creating positive images

A part of human nature nobody can dispute is that the sounds that make all of us happy are sounds we enjoy; and the sounds that make all of us sad are sounds we dislike. Selling over the phone very much involves creating sounds that make all of us happy. Even if TSRs communicate words that should make customers happy, the customers won’t respond to those words unless they are presented with analogous sounds to establish their credibility. Remember, tone is all about the “how,” rather than the “what.” Continue reading

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Sell Better On The Phone By Controlling Tone

TSRs must pay close attention to Tone, Pace, Inflection and Melody at the right moments and in the correct ways. Presentations that might not be moving in the desired direction often turn around completely with proper use of tone, pace, inflection and melody. Finally, sentences will become more defined, clearer, and make more of an impact on the customer. Continue reading

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Three Ways Your Agents View Your Call Center

Mediocre management looks at contact 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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Creating An Amazing Call Center Culture

Whether you supervise five agents or 205 agents, the ebb and flow of daily operations involves a little bit of theory and quite a bit of implementation. Twenty-five percent of a world class supervisor’s job is based on understanding the philosophies and theoretical foundation of management. Continue reading

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Building Amazing Call Center Communication Culture

Imagine communication culture as an overriding tenet of philosophies and practices that forms the foundation for everything that happens in the call center. It encompasses the structure of managing agents and supervisors on a daily basis; it encapsulates sales and customer service performance; it builds opportunities for feedback and growth; it overcomes roadblocks which invariably arise on an hourly, daily, and weekly basis. All that operates in the call center begins and functions through communication culture. Continue reading

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Your Call Center Requires A Better Communication Culture

A world-class communication culture will bring your call center the best of success, specifically the main floor; the place where your agents conduct their daily work. The reasons why call centers falter are not because the agents are not motivated, or because the supervisors are green, or because the compensation plan isn’t proper. Those are the effects from a particular cause. That cause is a fundamental lack of communication culture within the call center. Continue reading

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The Key Program To Convert Leads To Clients

Converting leads to clients is based on outbound, plus, multiple touches using multiple channels in a coordinated approach to drive revenue and profits. For instance, 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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Inside Sales Is Better With Direct Marketing

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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