Tag Archives: communication culture

Call Center In-House vs Outsource: Customer Experience

Of course, your own contact center can also frustrate callers. How many of calls go to voicemail? How many go altogether unanswered? More training and better quality control can solve many internal issues. Designation of a few of your best appointment-setters as representatives of your distributed call center can solve the problems of local knowledge and quick response. Continue reading

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Call Center In-Source Vs Outsource. The Expense

Building your own physical contact center can be expensive in the short term (with labor, facilities, furniture, hardware and software) but can have some great long-term financial benefits. If you plan on operating your facility for ten years or longer, it could be a good investment. The depreciation looks good on your P&L, plus there may be some government incentives. The main considerations are: how much capacity do you need, and what financial benefits will you gain. Continue reading

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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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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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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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