The call center industry has become more competitive over the years. You need to come up with smarter techniques to keep not only your business afloat but also your call center agents more productive. People say that ‘you get what you reward… so reward what you want to get’. Determine what’s important to your business…
DetailsCustomers nowadays affect the world of customer service in many ways; they utilize more communication platforms, take their business elsewhere after experiencing poor delivery and some even take steps to avenge themselves online. So what’s the reason behind an agent’s poor performance? Is the training provided not enough? The following are common factors that affect…
DetailsWhat is Lead Generation? Lead generation is building consumer interest for specific products and services and luring your target market into inquiring about your business. You may use a database, software or other specialized services to obtain the information that you need. Useful leads can help you increase sales revenues, scout new clients, establish…
DetailsThis is the final segment of a four part series of Why Telemarketing Programs Fail. Branching “Branching” means that the agent is using a script and taking the script to other avenues to meet the same objective….the end result and that is to close the sale or make an appointment or generate a lead. …
DetailsLast issue we discussed the expectations, the list and reporting when setting up and managing telemarketing programs. This discussion is about the importance of properly assessing and preparing your agents for training before the start of your campaign. Assessing and Training the Agents Poorly trained agents are one of the quickest ways of a…
DetailsCampaign Project Guides KSE will provide a Project Management Guide (PMG) for each client campaign assigned. The PMG is a document which defines the scope of the campaign and contains agent criterion, call times and demographics, program goals, procedures from the sales process, data process, and reporting process. This document is to be studied and…
DetailsLast issue we discussed the key factors why telemarketing programs fail. The following we continue with the expectations and other vital aspects when setting up and managing a campaign. Expectations: Having unrealistic expectations of the results of the campaign can not only cause the agent to become unmotivated thus experience poorer results, but it affects…
DetailsKathy Sisk Enterprises Inc. has been involved in the Call Center industry for over 39 years. I have had my hands in every conceivable aspect of call center operations from A to Z. Through the years we have seen a lot call centers come and go and changes in laws and technologies. As a consultant…
DetailsShould I Outsource Near or Offshore? For over 23 years we have been helping our clients outsource their campaigns. Many of our clients have expressed concerns whether they should outsource with near or offshore call centers due to the various reasons. The following are the benefits to the client: PROS Typically lower…
DetailsHow to Effectively Pass Through the Gatekeeper For years, call center agents have tried tricky maneuvers to get through the “gatekeeper” when cold calling businesses. Some would even go as far by saying, “He’s expecting my call” or, “It’s personal” when it isn’t true. Not only have these tactics alarmed secretaries to screen more thoroughly, the majority of…
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