Call Center Sales Results Can Improve…

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Trying to drive call center sales can be a depressing thought!  With employee morale low at times, with pressure to raise the bar many floor managers can feel like giving up.

Ah, but I have a solutions.

There are steps you can take to help improve your call center results.  I've listed the steps below, but if you want the detail, you'll need to visit this article…Ten Actions You Can Take Right Now To Improve Your Center’s Sales Results

10 Steps To Improved Call Center Sales Results:

1. Put the Stack Rankings On A White Board
2. Eliminate Certain Negative Vocabulary
3. Eliminate Your Dead Weight
4. Raise Quota!
5. Increase the Amount of Real-Floor Coaching that Takes Place Every Day
6. Simplify Your Sales Training
7. Increase Agent Compensation
8. Start Shopping For Sales People, Not Nurturers
9. All The Evidence Is In The Calls
10. “Shape Up” Those Nurturing Floor Managers

To read the article from the original source please visit:  http://www.call-center-sales-training.com

 

Call Center Games Will Motivate Your Teams - Trial Version

Ok, all my peers think I'm crazy to let everybody take call center games for a test drive.

The trial version only last for a short period of time but you'll get an idea of how powerful this tool is for motivating your call center staff.

If your interested go to the Motivate Your Teams page and you'll see the download link about a 1/3 of the way down. 

If you decide to download it, please leave me a comment!

Thanks

Greg

Are Your Call Center Metrics Consistent?

When your metrics aren't in line the customer draws conclusions about your company that are not favorable.

Here's a great example.

Recently I found a post titled, Unusually High Call Volume that discussed the company in question with not properly staffing. This is frustrating especially during a time that should be light in call volume.

Unfortunately, call centers are so focused on the bottom-line (and for good reason) that they forecast and staff with a very small margin of error.

If any of the assumptions used to determine required headcount are out of line, i.e higher than planned, then service level will suffer and ultimately the customer will suffer.

What can the call center do to prepare for Murphy's law?

That's a tough question to answer without knowing the specifics. Sometimes things are out of your control in this situation but the management team can do a couple of things that may help.

1. Flexible Scheduling - Offer a slightly higher pay knowing that your schedule is flexible and you may end up being called in;

2. Overstaff - you can always over staff and make adjustments as needed. If it is the weekend and you bring in more people than you end up needing, you can always ask for volunteers to go home.

3. Overstaff knowing that you have back office work.

These are just a couple of ideas. If you know of a good idea, please leave a comment.

Bottom-line the call center management team has to be proactive and know that at times absenteeism may be higher on some days than others and making the adjustments proactively will have a positive effect on your customer;s impression of your service.