I have found that leadership skill training of middle management in the contact center environment is lacking at best and non-existent at worst. As I talked about in an earlier post, too many contact centers just promote reps that did a good job when a supervisor/team lead leaves. You can’t hand the keys to a new car until you know that person is ready to drive yet it seems to be the way many centers operate. We must train our middle management in many different aspects of the contact center world.
A lot of times the driver is in a neighborhood, yells out to his friends, they will hop on the bus for a couple blocks, then they jump off. Social networking is how I see it.
Call Center s are one of the best providers for telemarketing services. Of course they should be good at it; it’s a telemarketer’s job. As a business, you really need to take it up a notch when going up against all the other big dogs in the industry. You may need to consider using a good telemarketing company to do the job for you. But, before that, you need to pick which kind of telemarketing Call Center you want: inbound or outbound. Most Call Center do both but since you’re doing business and you want to expand your market, then you should go with an outbound call center tijuana near Tijuana, Baja California. Once you’ve picked who you want to work with, that company can then begin using their skills to do B2B telemarketing, which stands for business-to-business telemarketing.
Make it easy on yourself by offering and honoring a guarantee. It will increase your conversion rate, and unless your product is total JUNK, it won’t increase your refund rate.
Half of the problems that you might be having would occur if you really listened. Not just over the phone but later as well. Take your job home if you have to. Get a few of the calls recorded and listen to them. You will easily find out exactly what customers are complaining about. Knowing the problem, you will be better at providing solutions.
As I perused my Internet pages today, a guest columnist for the Christian Post online dealt with the question. His answer was spot-on, an answer so good that I can add nothing to it except to point out how it supports my contention that Christians do not go by the Old Testament. But before I go into that, let me quote the substance of the article.
I send a confidential email to the bank via my online banking center. The next day I get a vague response advising that they apologize for the inconvenience, blah, blah, blah. It was a bit vague, but I thought the matter had been rectified. At least that’s what I thought until I got the nasty letter saying I had 10 days to bring the account current or they were going to close my account and report me all over the place.
God can’t feed the Somalian refugees, but we can. God doesn’t have to rain magical food down from the sky when we can send helicopters full of food to those people if it is important enough to us. No child in America must go hungry-not if we make it a priority to feed children instead of invading countries that offer us no threat.