Conversation or script – which works for you?
May 13, 2010
An online site for call centres published an article about conversational selling. One point made in the article relates to the use of conversational selling rather than the use of scripts. I have discussed this in a previous blog entitled “Call Centre Scripting”. People tend to know when the person on the other end of the phone is reading from a script. The conversation is stilted and does not flow naturally. One of the worst ways to start off a conversation is from an obvious script. Conversations by nature flow naturally so “Can I speak to the owner of the business?” Or “I am calling today to speak to you about X product” sound scripted and will be spotted by the gatekeeper straightaway. Open with the contacts name wherever possible. “Could I speak to Dave Johnson please?” 90% of the time you will be asked “who’s calling please?” then just give your name but don’t volunteer any other information unless asked. This is always a good footing to start a call and once you have settled into the call, the conversation should flow naturally.
Call centre agents on work trips abroad!
March 23, 2010
We have all heard of students coming over to this country from different parts of the world on exchange trips. The idea behind this being as well as studying they get to experience the life and traditions of the host country they are staying in. The question is could this work in the same way for call centre agents? Just think if your company is engaged in a long term contract making outbound calls to America would it be beneficial to send your call centre agents over to the states to gain some experience of life over there. They could use the time seeing how American call centres conduct business and in theory apply this to their work back in the UK. At the same time you could have their counterparts from the USA making the trip over here and observing the way we work.
Staff Retention – Top Tips!
March 11, 2010
Happy Staff!
Every telemarketing agency and call centre has more than likely at some point had issues with staff retention. Most employers know the value of keeping good call centre and telemarketing agents. Here are a few to help with the retention of your best staff.
1. Good communication. Staff, like to know they are being listened to! Encourage feedback from your staff both good and bad. Schedule regular times where staff can voice any concerns they have. This makes for a better working environment, remember communication IS A TWO WAY street.
2. Competitive salaries. This has got to be by far the most common reason that staff have for switching companies. Now nobody is saying every time staff say they are considering leaving they should be given a pay rise! Companies should make staff feel comfortable about discussing salaries and pay packages with management.
3. Staff benefits. This can be used as an alternative to pay rises and a further incentive for staff to remain with the company. These rewards can be in the form of Health Benefits, paid time off, or bonus vacation days. Extra perks like this make staff feel valued and they are more likely to stay with the company.
Any Comments?
Is your call centre job killing you?
March 1, 2010
There have been articles flying about recently saying that sitting at your desk for hours on end can be bad for your health. The effects of not moving about can lead to muscle inactivity, cramp in the legs and other related symptoms etc. Lack of any body muscle movements for long periods of time can result in obesity, cancer and in some cases cause serious health problems, according to some studies. It’s not all bad news though there are steps you can take to avoid this. 1. Use free time, breaks etc to walk around. Go to the shops or find somewhere to walk to instead of just sitting in the break room or staff restaurant. 2. Stretch at your desk. Stretching your arms and legs will give your body some exercise. 3. Don’t overdo the smoking at break times. If you do smoke try and cut back on the number of short breaks you have for smoking. 4. Instead of sending an e-mail to someone in the same building or in some cases the same office, deliver the message personally. It gets you away from your desk.
Best calling times?
February 24, 2010
Is there is best calling time for outbound calls? The answers to this are many and varied. It all depends on your target audience and the service or product you are offering. B2B calling times tend to be business hours as you would expect peaking in the late afternoon. According to statistics, calls made offering services and products to the general public are most likely to be successful between the hours of five and seven o’clock in the evening. As I said before though, there does not seem to be a definite time for optimum calling so perhaps sometimes it is just the luck of the draw.