CALL CENTER NEWSLETTER: Presented by Call Center Today
Springtime is upon us. Depending on where you live, that might mean that the trees and flowers are blossoming, or maybe your weather is fluctuating with rain and then sunshine.
Springtime is also a crazy time for contact centers. Staffing might be in transition while you need new agents, but it's too early to hire the summer agents that will become available as schools let out. Potential customers spend more time away from home, and their phones, because they are enjoying being outside instead of cooped up all winter long. People sometimes become less likely to spend money because they are between getting over holiday spending and getting ready for summer vacation spending.
In Dan Coen's book, "How to Become a Great Call Center Manager," we read some great advice on motivating agents. "Remember, every day is a new beginning it's time to motivate your agents! A new day brings new ideas and new opportunities for success. Get your staff together, grab a marker board, and get the creative juices flowing." Your agents will be inspired to provide great customer experiences and increase sales when you get them involved with the team. Ask them to share best practices. Have someone share a difficult phone call from the previous day, then let peers provide tips on how to overcome that situation the next time. Pass along one of your awesome tips that you used as a rep; agents love to hear success stories from their manager. Remember, every day is a new beginning!
Enjoy this month's edition of The Call Center Today Newsletter. Please visit Call Center Today often at www.CallCenterToday.com. And, as always, if you have any questions, or want information on our consulting programs, training workshops, or leadership development, simply email us at MyCallCenterToday@CallCenterToday.com.
Sincerely, The Call Center Today Team.
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DAILY FOCUS ON AGENTS
Giving some praise to your call center reps goes a long way to maintaining a positive attitude and increasing sales and customer service levels. And, it doesnt have to cost much.
Yet, supervisors who focus on motivating their agents have more success than supervisors who don't. Here are three things that we suggest supervisors do each day.
1.) Gather all your agents together at the start of the shift. Instead of letting them come in and wander around, have all of your agents meet with you for the first 5 minutes each day. Share one important message, then send them to their stations. Having one message, not several, keeps them focused on what is most important for the business.
2.) Communicate with each individual agent daily. Give them your focus for a few minutes each day. Do it early on so that it opens up communication and so that you don't receive any surprises a few days later! You can:
Send an email to the agent
Leave a message on the agent's chair or keyboard
Say "hello" in person and spend just 60 seconds in small talk
Send a text message, maybe even to remind them of their goal for the day
3.) Connect with each agent before the end of their shift. Begin the day, then end the day with you connecting with your agents. It's like putting bookends on the shelf. It keeps them propped up and alert. It also lets them know that you are interested in their success. Ask them how they did during their shift. Let them know you appreciated their work. Tell them that you look forward to a fresh new day tomorrow.
Agents who see their supervisor having a vested interest in them, and a willingness to communicate individually each day, are more loyal to their manager and the company. They feel more content since they have open communication with you. They also are better performers.
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Want more information on how to take your sales or customer care departments to the next level? Email us at MyCallCenter@CallCenterToday.com. One of our Senior Account Managers will follow up with you.
NEW CALL CENTER TRAINING WHITEPAPERS
More then a dozen new call center training whitepapers are now on-line at Call Center Today. (www.CallCenterToday.com)
They are FREE and a perfect call center training compliment.
Click here to download these very informative white papers.
INSIDE SPLASH IS THE CALL CENTER SOCIAL COMMUNITY!
Be sure to register at www.InsideSplash.com. It is FREE. This new social call center community will help you link up to people in the call center world who do exactly what you do. Plus, there are terrific training sessions, plenty of learning on the message boards, and a contest or two happening all of the time.
Click here to explore and engage at Inside Splash.
MORE INFORMATION ON CALL CENTER TODAY
Contact us for more information on call center training and development programs, for inside sales and customer service call centers. Call 888-835-5326, email MyCallCenter@CallCenterToday.com or visit www.CallCenterToday.com
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CHECK OUT THE FEATURED CALL CENTER TRAINING AUDIO PODCAST
The featured call center training audio podcast is on gaining a customers' full attention on the telephone. Complete with some great music from old television shows from years past, and training, delivered by Dan Coen.
Click here and scroll to the bottom of the home page.
CALL CENTER RADIO AND CALL CENTER PODCASTS
Call Center Radio features guests who specialize in the direct response, contact center, and media industries. Download for FREE a selection of great interviews from the Call Center Radio package. And while you are at the web site store, please visit our call center training audio podcast section for outstanding training podcasts about call center, inside sales, and customer care management and phone skills.
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Click Here To Visit The Call Center Podcast Programs
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