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They Are Just Not That Into You

August 21, 2010 By Gail Leave a Comment

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They Are Just Not That Into You
By: Andrea Herran

They are just not that into you or your business. Think about your years of managing people. I'm sure there have been times when you have noticed that no matter what you did, said, or wrote – your employee would just look at you with that "whatever" look on their face.

The situation didn't matter, it could be praise, a new project, a thank your or a correction. You got a big "nothing", "nada", "whatever" or "sure". Maybe it wasn't always this way or possible it has always been this way – but what does it mean?

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Filed Under: Human Resources, Performance Management Tagged With: ,

Remedy to Convert the Disadvantages of Call Center Outsourcing Into Advantages

August 20, 2010 By Gail 1 Comment

Remedy to the Disadvantages of Call Center Outsourcing Into Advantages

By Morris Jane

Gone are the days when outsourcing was considered as unneeded complication and something unwanted and unwelcome guests in business premises.

With the time, economies and markets, business owners have not only softened their approach towards call centre outsourcing but also made them a significant extension of their business given the profits and cost control associated to BPO services.

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Filed Under: Call Center, Call Center Management, Call Center Outsourcing Tagged With: , ,

How to Build Rapport in Your Telesales and Telemarketing Calls

August 18, 2010 By Gail 1 Comment

How to Build Rapport in Your Telesales and Telemarketing Calls

By Heindrich Churchill

So much has been written about building rapport when doing cold calling. The one who builds rapport early takes control of the call and closes the sale. Without rapport, people will have no reason to stay on the phone talking to you.

Some people seem to have a knack in carrying a telephone conversation smoothly. But for others, it is a skill that can be learned. What exactly is rapport and how important is building rapport in telemarketing?

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Filed Under: Call Center Agents, Call Center Training, Customer Service Training Tagged With: ,

Motivation For Call Center Executives

August 16, 2010 By Gail 1 Comment

Motivation For Call Center Executives
By: Ivana Lewis

Call center executives work in a high pressure situation. There is competition within the BPO unit as well as outside it. The telemarketing agents work as individual units and also as a team. As individuals, their aim is to make it to the next level. As a team, they strive to take the telemarketing services firm to where it is capable of handling projects from bigger brands.

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Filed Under: Call Center, Call Center Management, Call Center Motivation Tagged With: , ,

Top 5 Features of Outsourcing Call Center Services

August 15, 2010 By Gail 1 Comment

Top 5 Features of Outsourcing Call Center Services

By Jeff Ken Morgan

A call center is intended to cover the difference between an organization and customers to improve business. A customer care representative receives the request of customers and replies as quick as possible in an accurate manner.

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Filed Under: Call Center, Call Center Management Tagged With: , , ,

8 Tips For Starting an Employee Engagement Program

August 14, 2010 By Gail 1 Comment

8 Tips For Starting an Employee Engagement Program

 

By Bill Hogg

We have all heard the importance of developing engaged employees at our workplace, but too often the articles are full of theoretical discussion instead of practical steps to making it happen. Without any claim that this is the definitive list, here are some simple steps to consider when starting your own program.

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Filed Under: Call Center Motivation, Employee Retention, Managing Attrition Tagged With: , ,

Employee Engagement – The Value of a Shared Vision

August 13, 2010 By Gail 1 Comment

Employee Engagement – The Value of a Shared Vision

By Michele Gervais

If you were to videotape your employees in action on any given day, what would you see?

Erring on the optimistic side of current industry statistics, you would see:

* 29% of your employees "fully engaged"… demonstrating initiative and doing their part to fulfill the organization's vision with enthusiasm and a dedicated spirit;

* 19% of your employees completely "disengaged"… dusting off their resumes or actively seeking a job elsewhere; and

* 52% of your employees somewhere in the middle, completing their daily tasks adequately but without particular passion or commitment to the organization.

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Filed Under: Call Center Management, Call Center Motivation Tagged With: ,

Employee Appreciation Programs Make Your Workers More Productive

August 12, 2010 By Gail 1 Comment

Employee Appreciation Programs Make Your Workers More Productive

By Paul R Turner

There are many different ways to make your workers more productive, but employee appreciation programs are one of the most budget-friendly and effective ways to do it. Not every business can afford to give regular raises to their employees–which is an obvious way to make your workforce more satisfied–but showing appreciation to workers for the job they do can help make them much more productive.

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Filed Under: Call Center Motivation, Employee Retention Tagged With: ,

It Is Important To Keep Our Internal Customers Happy Too

August 12, 2010 By Gail 1 Comment

It Is Important To Keep Our Internal Customers Happy Too

By Jonathan Farrington

Ask a colleague to define the customer and they will probably say 'Someone who buys from us.'

What about internal customers? Colleagues, other departments, branches, suppliers? They are equally as important and deserve to have their problems and complaints taken seriously.

External customers sense if there is a good working atmosphere, a co-ordinated approach to customer service, teamwork and high morale. It gives them confidence to stay with you

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Filed Under: Call Center Motivation, Customer Service, Customer Service Training, Uncategorized Tagged With: ,

Do You Have a Success Plan?

August 11, 2010 By Gail 1 Comment


Do you have a success plan?

A success Action Plan is a uncomplicated list of all of the jobs that you need to carry out to accomplish an objective. It differs from a To Do list in that it concentrates on the accomplishment of a exclusive goal.

Greg has put together the tools to help you get started on a success plan to accomplish your goals:

  • it can help you to comprehend what tasks you need to do to accomplish your goal
  • it can provide you a way to have a clear time-line on each of your jobs so that you are able to track goal progress
  • it can give you lucidity for the resources that you need to accomplish your goal

Wherever you would like to achieve something important, draw up an success Action Plan. This assists you in thinking about what you need to do to accomplish that matter, and then that you are able to get help where you need it and monitor your forward motion.

If you are ready to hear more?

Filed Under: Call Center Management Tagged With: ,
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