The Best Call Center Managers – What They Do Everyday and Why
March 1, 2010 by Gail
Filed under Best Practices, Call Center Manager, Call Center Supervisor
<em>Take a look at Rosemary Rein’s thoughts on what a call center manager must do each day to be successful. She has an interesting viewpoint.</em>
1. Ensure touch points with employees and customers. Ask yourself, “How will I, as a Manager, ensure my employees feel TISP?” (Trusted, Important, Special and Pleased) Despite technology, the people are still the most important resource in a call center. Be specific. What will you do today to ensure the “TISP Factor”?
2. What is the quality of the coaching and motivation provided by my supervisors? Turnover is expensive and supervisors will cost you quality employees! They probably already have. What initiatives do you have in place for employee motivation and retention, which is as important as recruitment? Front line supervisory training is mission critical and you should have a recruitment plan as well as a retention plan in place for 2010. Do you?
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12 best practices of high selling call centers
July 24, 2009 by Admin
Filed under Best Practices, Call Center Metrics
Without a doubt many contact centers are moving to a call center as a profit center.
Most likely your center has changed their model to this or are moving in this direction. No matter the case, this article falls under the Call Center Best Practices category.
Please comment at the end of this article with your thoughts…
Call Center Sales – Best Practices
By Mike Aoki
Want to improve your call center’s sales results? Here are the 12 best practices of high selling call centers
Clearly communicate sales targets:
- Set expectations: Communicate sales objectives on a daily basis so your Agents know exactly what is expected of them.
- Provide feedback: Post daily sales results at each Agent’s desk or on-line so they know how they are performing versus expectations.
- Spot trends: Analyze results per Agent and, per product, to determine trends. Use these trends to coach your team to higher performance.
Train your call center Agents on how to sell:
- Hold sales skills workshops: Having good customer service skills isn’t enough. They need to attend a call center sales workshop so they can learn how to upsell and right size client accounts.
- Conduct product knowledge training: During team meetings, have each call center Agent take turns doing a five minute presentation on the key selling benefits of a product.
- Distribute current competitive information: Train your Agents on how your products and services compare to your competitors. Provide them with solid answers they can use when a client says, “But your competitor offers…”
Provide a “big picture” perspective for your Agents:
- Key Business Indicators: Ensure your Agents understand how their performance impacts your department, your company and its customers.
Motivate your call center Agents:
- Rewards and recognition: Give out out prizes for “Most Improved Performer” or “Top Ten Salespeople.” The rewards can be food, movie passes or company branded items like mugs or caps.
- Motivational ideas: Use one idea per week from an employee motivation book like “1,001 Ways to Reward Employees” by Bob Nelson and Ken Blanchard to encourage your team.
- Post a “Wall of Fame”: Show photos of the top sales Agent for each product. Beneath each photo, have that Agent share their best sales tips on how to sell that particular product.
Constantly reinforce your team’s sales performance:
- Share best practices: Discuss sales tips at every team meeting, shift huddle and one-on-one coaching session.
- Send out a “Sales Tip of the Day” to your Agents: Ask your top-selling Agents to write the tips so they get public recognition.
Use these 12 tips to improve your call center’s up-selling and rightsizing performance. Ensure your Agents understand how their performance impacts your department, your company and its customers.
© 2008 Reflective Keynotes Inc., Toronto, Canada
Mike Aoki is a corporate trainer and motivational speaker with 20 years of experience in the telecom industry. For more free tips on public speaking, sales and call center techniques, visit http://www.reflectivekeynotes.com/articles.htm
Article Source: http://EzineArticles.com/?expert=Mike_Aoki
http://EzineArticles.com/?Call-Center-Sales—Best-Practices&id=1147689
Tell me what you think of these ideas by commenting below!
Thanks
Accomplish Your SMART Goals Online
March 30, 2009 by Admin
Filed under Best Practices
Everyone dreams and aim of conquering success. But do many take action to accomplish this dream?
With SMART goals, you can easily accomplish your goals and do it by working smart not hard.
SMART in smart goals is a word to help one remember the vital components that will motivate you or your team to achieve your personal or team goals. SMART stands for Specific, Measurable, Attainable, Realistic, and Time-bound.
SMART goals play an essential part in one’s objective either to expand business, increase sales, measure performance or simply to get in shape.
SMART goals is the first step in achieving your goals. It is always easier to create goals but achieving them isn’t. With SMART goal, everything is done objectively. It is a simply recipe of achieving success.
SMART Goals ONLINE Worksheet (and SMART Goals quick start guide)
Accomplish your SMART goals online by downloading our SMART goals pdf and using our online form to easily crank out goals for you or your team. It is the system I’ve been using, which has proven to be effective for me for years.
SMART Goals Online Worksheet
Gain access right now by accessing the links below…
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Qualities of a Successful Call Center Team
March 11, 2009 by Admin
Filed under Best Practices
What Qualities Should a Successful Call Center Team Have?
We compiled this list after conducting and researching several Call Center studies. The responses were taken from multiple interviews with Call Center representatives and Call Center supervisors then paraphrased and compiled into one list.
This list can be used as a guideline for Call Center Supervisors.
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Process Improvement Example
March 11, 2009 by Admin
Filed under Best Practices
Process Improvement
The example below discusses a Recruiting Process Improvement plan for Call Center X. After following through with these practices the hiring processes was streamlined and organized, and attrition reduced by approximately 90%.
Call Center X Recruiting Practices
The Call Center X’s recruiting practices will focus on an organized, efficient process to pursuing and hiring talented Customer Service Representatives. As a team, our Human Resources Administrator, Trainer and Supervisors will each play a part to select top candidate. To adapt this new process the team will be trained, provided with documentation and tools, and developed by the Site Director.
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Stress
March 11, 2009 by Admin
Filed under Best Practices
YOU KNOW YOU’RE WAY TOO STRESSED IF…
- The sun is too loud.
- Trees begin chasing you.
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Working Humor
March 11, 2009 by Admin
Filed under Best Practices
1. Never walk down the hall without a document in your hands. People with documents in their hands look like hardworking employees heading for important meetings. People with nothing in their hands look like they’re heading for the cafeteria. People with a newspaper in their hand look like they’re heading for the toilet. Above all, make sure you carry loads of stuff home with you at night, thus generating the false impression that you work longer hours than you do.
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The 5 Things You Must Do Before Opening Your Mouth To Speak
March 11, 2009 by Admin
Filed under Best Practices
Nancy Daniels
When invited (or ordered!) to give a presentation or a speech, most of us think that what comes out of our mouth during that 5, 10, or 45 minute delivery is the ‘piece de resistence’ when in fact, without proper preparation, it may be a disaster.
I liken good preparation to the 5 Ws of good investigative work, much like good journalism. Before you even prepare that speech or presentation, it is important to know who, what, where, when & why.
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Tips for Reducing Multitasking Madness
March 11, 2009 by Admin
Filed under Best Practices
By Angela Burmeister, Phone Pro Trainer
It’s 8:05am and I carefully pry myself out of my car, balancing a non-fat Venti Caramel Macchiato in one hand and briefcase in the other, while participating in a conference call with my boss and our Sales Director on my cell phone. Just as I walk into the office, my work phone rings, the instant messenger on my computer starts singing and my co-worker is calling for help.
The Multitasking Madness has officially begun and I am the Master! I continue the conference call on my cell while letting the work phone go to voice mail. At the same time, I type a response to the instant message while writing a note to myself about a meeting later in the day, all the while giving my co-worker the oh-so-desperate index finger in the air signaling that I’ll be with her in just a moment. Ta-Da!! The Master of Multitasking has once again conquered the impossible…..or so I think.
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How and When To Make Humor at Work!
March 11, 2009 by Admin
Filed under Best Practices
by: Lionel Estridge
A good laugh will do wonders for you as smiling and laughing lowers your stress levels, wins you a friendly reputation, and helps your usually tense co-workers and bosses to relax.
Humor on the job will do a lot for your career, but there are a number of things you need to know about laughter and humor in the place of work.
