Tag Archives: find a call center

A Program To Make Culture Work In Your Contact Center

It really doesn’t matter how large your call center is. You may employ seven agents or seven hundred. The communication presented to call center agents in the first thirty minutes of their day will set the stage for the rest of the day. The best boss I ever had came into my office at the start of every day and gave me a rousing welcome. 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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How To Become A Great Call Center Manager

So often managers don’t succeed because they don’t have infrastructure. Infrastructure could include building a training university; designing dynamite reporting to support management of agents and representatives with data; consistency in rolling out learning, motivation or goal setting, managing skills–and more. Continue reading

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Two Tips To Drive Inside Sales Performance

If you have a team of 17 inside sales reps, and each rep is on the telephone right now, then your organization is only speaking to 17 prospects or leads (or customers perhaps) right now. Let’s face it; not very many opportunities to sell and convert prospects to customers, to be certain. Continue reading

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Inside Sales is all about your leadership so they need to stay focused

Your inside sales reps are only as passionate and motivated as its leaders. This is all behavioral. They feel that leadership is focused on managing by the numbers, so they perform by the numbers. They have goals that management enforces, and magically, inside sales reps meet or exceed those goals. Continue reading

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This One Telephone Sales Tip Can Help Your Inside Sales Team

If the TSR can set the pace of the telephone call, then the TSR has made a successful stab at controlling the direction of the call. The TSR has said, “Here is the pace in which I will deliver this presentation to you.” The customer has agreed to relinquish control. Continue reading

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Creating Call Center Feedback Is Important To Your Call Center Reps

Agents who feel possessive about the call center environment see it as a place to make a difference. It’s always a good thing to have employees who feel they “own” their job and their responsibilities – that’s also very hard to find. All centers have a percentage of “possession” agents who treat each decision as if it is directed at them, and will impact them personally. Possession agents often provide feedback when presented the opportunity. Continue reading

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