As a sales consultant and trainer I’m always looking for ways to assist my clients in increasing sales. When it comes to inside salespeople the very best way is to monitor them in real-time so you can hear what the prospect and salesperson are saying to each other but a very close second, and in some ways it’s first, is call recording. I have several clients who have the capability to record every call their…
Last Updated on April 8, 2024
It’s the age old question when it comes to managing people… What makes them tick? Is it money? Recognition? Pride? Love of service? For each call center agent it’s something different. Trying the same approach to motivate the entire group is an exercise in futility. An individualized approach that values each person’s unique talents and contributions often works best. But sometimes one on one conversations don’t help you craft an effective individualized plan. Have you…
Last Updated on January 28, 2026
You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. Jerry Fritz, Sales and Customer Service Author It’s not a coincidence if this quote reminds you of last week’s post about the small business value proposition. Let’s talk in more general terms this time around. You see, there’s one thing we can count on whether we’re providing customer service on the phone,…
Last Updated on February 13, 2026
Irvine, California, August 8th , 2013 – Versadial Solutions, a Call Recording Company, has expanded on their quality control module. “We continue to recognize the importance of customer satisfaction and how it correlates to increased sales and customer retention.” stated Corey Tolmasoff, Marketing Director of Versadial Solutions. “We focused on our quality control module and improved a lot of its functionality and features, allowing more of a cooperative and engaging structure for training and coaching.…
Last Updated on December 18, 2025
The Outsourcing Revolution drafted by Michael F. Corbett back in 2004 outlined what some of the managers of busy call centers felt were the biggest difficulties they faced in day-to-day operations. In this work, Corbett mentioned complaints such as: Having to increase productivity while utilizing less capital Concern over negative social media postings Getting and keeping the right people The objective of a call center is to improve customer service and experience. Running a call…
Last Updated on January 28, 2026
Wouldn’t it be nice if customers contacted your company’s call center, just to tell you what a wonderful job you’re doing? That’d be as great as winning big in the lottery … and about as unlikely to happen. Fact is, when customers dial your call center, they’re usually in a bad mood and looking to have their problem resolved now, if not sooner. That’s why first call resolution (FCR) is so important. Providing customers with…
Last Updated on January 23, 2026
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…
Last Updated on January 27, 2026
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,…
Last Updated on April 8, 2024
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…) Last Updated on April 8, 2024
Last Updated on April 8, 2024
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. This article lists the various uses of call monitoring and…
Last Updated on April 8, 2024