Tag Archives: www.CallCenterToday.com

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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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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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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