Category Archives: Customer Service Development

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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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

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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

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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

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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

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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

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