Call Center Industry News and Tips
Lead Generation Challenges Faced by Outbound Call Center Team
Lead generation is one of the outbound call center services which can help organization to generate more sales, profits and ROI.
Lead generation services not only take your business forward but also help your business to acquire larger share of the market.
However, the restrictions on telemarketing calls or the DND list to curb this progress.
Call Center Quality
By Ivana Lewis
Quality is one of the pillars of success in call center services. Clients and customers are interested in quality work only. Competition in every business domain is so acute that there is very little room for error. Shabby work is detrimental for the brand reputation and BPO units are aware of that.
Ways to Boost Your Employees' Morale
By: Mark T Sherman
The success of an organisation can be easily measured by the capabilities of its employees working together in one workplace. Therefore, it is essential for the top management team to measure the efficiency of business operations and to improve it by adopting different strategies.
Employee Training and Development Tips
By Tony Jacowski
Employee training is inevitable. It needs to happen in order for businesses to get ahead and not only keep up with, but also surpass the competition.
Because of this, business owners are always searching for new and innovative ways to make training more interesting and fun while promoting the good fortune of the company. This can prove to be a daunting task, but it is not an impossibility.
Computer Training – Should You Train Gen Y Employees?
By Michael J Phillips
Should you train Generation Y? This might seem like a silly question; after all, they seem so good with technology already! In fact you might be double-booking that new intern as your in-house computer tech (come on, admit it!). The thought of spending actual money on training them might seem like a waste. But is it?
Call Center Effectiveness Tips
By InsideSales.com
If your business requires making thousands of outbound calls on a daily basis as well as handling a similar number of inbound calls, you know that the efficiency of your call center is a key to your long-term success.
Three Uses of Call Center Analytics
By Jeremy P Stanfords
Running an efficient call center requires having good data on how the work is being processed. Call center analytics give managers the tools to oversee and optimize staffing and workflow. Analytics can be used in three basic ways, and for best results planning should encompass all three.
Internal Communication Measurement – Why, When and How?
By Sarah Perry
When Should We Measure Communications?
Annual in depth surveys. Engagement and satisfaction surveys are typically carried out annually and can carry additional questions to provide some insights into the effectiveness of communications.
Prior to a specific communications campaign. In order to best understand the impact of communications, it is necessary to measure (awareness, attitudes, knowledge etc) before a campaign.
Teamship – The Value of Different Skills
By Warren Dent
"If you are not the lead dog the view never changes"
I cringe a little whenever I hear managers use this saying. Sometimes it is to justify their own aggressive behavior, other times to explain why a subordinate won't move on unless they change their behavior..
The actual reference is to the Iditarod – that famous race across part of Alaska pitting man and dog against the elements. The saying can be interpreted as 'be a leader or forever be led' or 'if you aren't a leader you aren't going anywhere'. In either case the connotation is that non-leaders aren't as important or as valuable as leaders.
Coaching As a Training Resource
Even if the recession is beginning to back off, it may take some time to build budgets and training staffs back to a serviceable level. Plus, one of the hard facts of the ongoing financial crisis is that organizations will have to emerge with much more lean and efficient training staffs and programs. Coaching in the field is a very effective and cost efficient method of keeping training going – and making sure that an organization's associates are not left in the dark.
How Do You Know What You Don't Know?
By Laurie Wondra
You start with what you do know and begin to ask questions? Webster's definition of QUESTION is –
An expression of inquiry which requires an answer; a problem; an unresolved matter; the act of inquiring or asking.
In a continuous improvement organization, or a High Performance Team, a question is more aligned with the following
1. To seek clarity, understanding, become further educated in a particular area
2. A method to find and potentially take action where there is opportunity for improvement which may or may not include change
Mentoring – A Little Help Goes a Long Way by Linda Finkle
Mentoring programs offer companies an efficient and economical way to manage and develop human assets. A mentor can transform an average employee into an exceptional leader. A mentor can guide an up-and-coming leader through the maze of leadership skill acquisition. A mentor can even improve the production levels of low-performers. A mentor cannot, however, make an individual want to excel. Nor can a mentor simultaneously boost employee production and groom powerful leaders. Companies must, therefore, learn how to employ mentoring programs that make the most of limited resources. This requires that companies set parameters around the 'who' and 'what' of mentoring.
Mentors can give high potential employees an extra push or inefficient employees some needed discipline. Both groups are worthwhile subjects, but companies will find it difficult to simultaneously implement two distinct mentoring programs. Before employing mentors, therefore, companies must determine the subject of a mentoring program.
As a company, you may prioritize leadership development over workforce productivity. If so, you will favor a mentoring program that produces top-line managers over one that yields efficient workers. On the flip side, a company that struggles to maintain a solid workforce may prefer to attain a stable employee roster before grooming employees for management.
