The ABCD Agent allows agents to advance within without losing good agents from the floor. When you build an internal advancement for your agents, you will accomplish several benefits: Each level of agent is clearly identified Higher compensation is given to agents who have advanced
A Customer Service Representative (CSR) and Telemarketing Service/Sales Representative (TSR) is a great entry level position to prepare future managers and leaders. Primarily this is due to the training they receive in communication and computer skills that are essential to compete in today’s growing service
A Customer Service Representative (CSR) and Telemarketing Service/Sales Representative (TSR) is a great entry level position to prepare future managers and leaders. Primarily this is due to the training they receive in communication and computer skills that are essential to compete in today’s growing service
Often, I’m asked, “How can I improve my presentation?” My response is,“Asuccessful presentation is measured by the impact it has on those who are listening. You need to focus on how well you present your delivery and ensure your listener is engaged”. However, oftenlisteners are
We discussed the A and B level agent and how having 4 levels of agents will improve agent productivity, and lower agent burnout and turnover. This month we are finishing off with our C and D level agents. The C Agent has been through extensive
Much of the articles I write discuss agent training, however once training is completed the next step is to ensure the floor manager continues the training process. The following are tips on proper coaching to motivate agents and help them adhere what they’ve learned and
That is a big question and requires an answer in three parts. The first part is to consider the following important points when handling objections: Attempt to determine if the objection is the result of a preexisting issue or a misunderstanding of the product’s features
Read my article on the Restate or Agree and Probe technique. This technique taught was useful to reconfirm that you clearly understood the objection and then you probed to narrow down the objection and to ensure there is nothing else standing in the way. Once
How can an outbound agent overcome the pitfalls of heavy legislation that affects agent burnout? By incorporating script-writing principals using the 12 Steps To Successful Telemarketing. Since the national do-not-call registry took effect, many telemarketers have inundated unregistered consumers with outbound calls. Furthermore, many call