Tag Archives: call center concepts

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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Do You Value The Opinions Of Your Contact Center Agents

Agents will break records in call centers when management recognizes that call center performance is cultivated through superior communication channels which involve agents and their opinions. If you want your performance to improve, it means spending time in development and implementation in order to form superior communication channels. 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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A Special Tactic For Contact Center Communication Culture

Desire + Concept + Initiative = Communication Culture Let’s take a step back for a moment and address the core fundamentals of implementing communication culture.  The concept begins with a three step process. Its premise is simple: Management’s desire to … Continue reading

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Create Call Center Discipline By Enforcing Call Center Rules

Agents Desire Rules That Are Enforced. In many cases, policies and procedures are words with no foundation.  Veteran agents have probably worked for call centers that had comprehensive rules for every issue, until it came time to enforce those issues.  … Continue reading

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How To Drive Creativity In Your Contact Center

A culture of communication fosters creativity and creates rewards for agents. Management must view the call center as more than just a place to do business.  In our society, many corporations see their business as a place the employees should … Continue reading

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