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Monthly Archives: November 2017
Callers Hate the Word Transfer—And for Good Reason
November 29, 2017
Call center agents must master the art of transferring calls Many callers shudder when they learn their call is about to be transferred. And they have good reason to be concerned. Too often a call transfer does not go well. Common complaints include being disconnected, being transferred to the wrong party, and worst of all, …
What is a Good Lead Response Time?
November 22, 2017
Sales inquiries and leads go from hot to not interested faster than you might think When a potential customer is interested in learning more about your products and services they reach out to you for more information. Since they’ve sought you out, this means theirs is a hot lead and your chance of closing the …
6 Reasons Why Customers Don’t Complain Even When They Should
November 15, 2017
Companies must view customer complaints as an opportunity, not as a hassle The reality is that most unhappy customers never take the time to let companies know about being unhappy or upset. However, they will tell their friends all about it and in great detail. This is unfair to the company, for it never gets …
How to Be an Inspirational Leader
November 8, 2017
Motivate your staff to accomplish great things and pursue astonishing outcomes Have you ever heard someone described as a born leader? This is a misnomer. While some characteristics of great leadership may come naturally to some people, the reality is that all leaders need to hone their skills if they expect their charges to follow …
10 Character Traits of a Leader Worth Following
November 1, 2017
Effective leadership is a skill that can be learned and must be honed We’ve all heard stories of business leaders whose staff accomplished phenomenal results. Often these leaders had fiery personalities who made demands on their employees and were tyrants to work for. They would resort to threats and intimidation to accomplish their objectives. While …
Recent Posts
Use an Answering Service to Cover Sick Days
Unlike a vacation, which employees schedule in advance, no one plans a sick day—or at least most people don’t. In most cases a sick day is not a p
What Is a Call Center?
If your business operates outside the call center industry, you may have trouble answering this question of “What is a call center?” But it’s an
Implement an Agent Development Program
Call center agents, your public-facing staff, are key to your call center’s effectiveness and fuel the success of the overall organization. Successf
Agent Success Starts With Great Training
In the call center arena, your frontline people are key to success. This starts on day one of their employment in their initial training. Here are som
How Not to Sell Your Telephone Answering Service
There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i
Why You Should Consolidate Siloed Call Centers
It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the
Use an Answering Service to Schedule Appointments
Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full
Use an Answering Service to Cover Staff Meetings
It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all,
