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How to Find Out What Motivates Your Call Center Agents Without Saying a Word

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 31, 2019

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Service With More Than a Smile – A Call Recorder Can Help

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 January 31, 2019

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Training Your Agents Increases Customer Satisfaction and Lowers Employee Churn

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 January 31, 2019

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Call Center Challenges

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 While I agree with the majority of the report, it really comes down to one very…

Last Updated on October 19, 2020

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Harnessing Your Call Center’s Untapped Sales and Marketing Potential

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 31, 2019

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Outdated Coaching Methods Could Cost You Millions in Sales This Year

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 31, 2019

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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,…

Last Updated on November 3, 2020

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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…) Last Updated on January 31, 2019

Last Updated on January 31, 2019