Managers and business owners know that customer service is essential to their call centers. They’re told the story of Tony Hsieh and Zappos. They understand the risks of not training their employees in proper customer service methods. And it’s no big secret that proper customer service training doesn’t stop once their employees hit the sales floor. But if all business owners understand this, why are success stories like Zappos so few and far between? Simply put, it’s…
Category: Sales & Employee Training
Why Call Center Coaching By Itself Is a Customer Service Disaster
Call centers rely on their QA guys and gals to help improve customer service out on the floor. Coaches play a major part as well, as they provide essential information to their team about what they are doing right and what they are doing wrong. When it all comes together, the system helps customer service and sales reps pinpoint problems and immediately fix them. Except, that’s not exactly how it happens in real life. Actually,…
Recording Your Calls for Sales Training and Self-Improvement
We have touched on this before…using call recording as a sales training tool. Recently an author over at OC Metro posted a short article about sales training and improving your own personal salesmanship. Here is a short blurb from his blog: (more…)
Monitor Live Phone Calls As A Sales Training Tool
Live phone call monitoring allows you to check in on your agents and monitor their interactions and responses with customer in real time. By monitoring a live phone call you can assess the agent and let them know right away if there were any issues, weaknesses or strengths in their presentation. In the end you will help improve customer relationships or efficiency within your company. (more…)