Tag Archives: new call center

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

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

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

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Telesales Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

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

Posted in Building Call Center Culture, Call Center Today News, Contact Center Development, Customer Service Development, Inside Sales Development, Management Tips, Uncategorized, call center development | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

How To Make Your Call Center Supervisor Fantastic

What is it that makes management terrific in the contact center?  And, where does your contact center management fit compared to others? To begin the process we invite you to answer these questions.  Each question centers around finding out what … Continue reading

Posted in Contact Center Development, call center development | Tagged , , , , , , , , , , , , , , | Leave a comment

Training New Agents For Core Competencies

Agents should be trained for core competencies, rather than drilled on technology. Continue reading

Posted in Management Tips | Tagged , , , , , | Leave a comment

Recognizing How New Agents View Technology

New call center agents often fret over technology the most. However, more important concerns exist, notably leadership, growth, structure, opportunity and people skills. Continue reading

Posted in Management Tips | Tagged , , , , , | Leave a comment

9 Ways To Help New Agents

There are many ways to ensure that new agents become acclimated to their surroundings. Continue reading

Posted in Management Tips | Tagged , , , , | Leave a comment

Assimilating New Agents To A Veteran Team

Veteran call center agents take some of the load off supervisors, while helping new employees. Continue reading

Posted in Management Tips | Tagged , , , , , , , | Leave a comment

Sample Call Center Bill of Rights

A call center bill of rights sets forth new procedures for your business. Continue reading

Posted in Management Tips | Tagged , , , , , , | Leave a comment

Sample Call Center Declaration of Independence

A call center declaration of independence announces why a company must “declare independence” from past procedures. Here is a sample declaration. Continue reading

Posted in Call Center Today News | Tagged , , , , , | Leave a comment