Tag Archives: call center agents

Two Special Ways To Nail Call Center Compensation

If the compensation plan penalizes agents in comparison to what they had before, they feel this is retribution, and turmoil ensues. They want to know why the plan has penalized them. They want to know why they should continue to perform at the same level, or even a higher level, when they are being paid less. Continue reading

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Call Center Compensation Will Drive Numbers

Management must create a new compensation plan once, and it must be very good: one that can last for the short term, and for the long term. Management must make a strong effort to consider the emotions of their agents in creating the new agreement. Continue reading

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Call Center Flash Contests Drive Results

If my company won’t give me a budget to motivate my agents, then my company was going to get a purchase order for liquid paper supplies like they had never seen before. Continue reading

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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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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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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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Inside Sales Is About Handling Objections. Here Are A Few Tips

The secret involves, more relevantly, preparation. Objections are simply not all that bad. That is because most leads object because they want to be sold or convinced, they just don’t have the persuasion yet to make a decision. They need the golden message to resonate. An objection is a request for more. It means you simply need to do a better job presenting. Continue reading

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Call Center Agents Want Call Center Rules Which Make Sense

Call Center Agents Want Rules That Make Sense. It is almost instinctual for parents to give their children’s questions the easy answer: “Because I’m your parent and I said so.” For a child, this hopeless answer may suffice and give … Continue reading

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