September 2016 - Call Center Sales Pro

Monthly Archives: September 2016

Understand the Difference Between Inbound and Outbound Corporate Call Centers

September 27, 2016

Isn’t all call center work the same? It doesn’t matter if it is inbound or outbound, a call is a call, right? Wrong. There are significant differences between inbound call center work and outbound call center work, but most corporate business leaders fail to understand the distinction, putting the efficacy of their call center at …

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Use an Answering Service as Your Business Expands

September 26, 2016

All business owners and managers want to see their businesses grow. Standing at the helm of an expanding business is an exciting time, but it can be a trying one as well. Growing pains prevail. And you don’t need to contend for the Inc. 500 or Inc. 5000 list to experience the travails of rapid …

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Your Company May Have a Call Center and Not Even Know It

September 19, 2016

The classic definition of a call center is a centralized place where calls are answered. Though the answer is straightforward, identifying corporate call centers is not always so easy. Yes, the obvious corporate call centers are those large rooms with rows of cubicles staffed by people who spend their day talking on the phone to …

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How to Consolidate Individual Call Centers

September 15, 2016

How many call centers does your healthcare facility have? While a common response might be one, this is often not the case and could be in error. Most hospital systems have multiple call centers, centralized places that handle calls for different departments, buildings, or facilities. The actual total may be surprising. While each call center …

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Use an Answering Service to Cover Sick Days

September 14, 2016

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 pre-arranged absence. So what do you do when your receptionist calls off at 7:45 in the morning?   Panic: The idea of hearing a ringing …

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Don’t Forget Ongoing Agent Training

September 12, 2016

Call center agents should never complete their education. If agents claim to have finished training, either they’re deluding themselves or their call center is letting them down. Agent training isn’t a once-and-done task. It must be ongoing. Seriously. Here are four key types of ongoing agent training:   Advanced Skills Training: Initial agent training covers …

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How to Train Your Answering Service Sales Rep

September 10, 2016

So you’ve hired a sales rep for your telephone answering service. Now just sit back and watch the sales roll in, right? Not so fast. Though hiring the right person and forming the right sales compensation plan are essential elements of salesperson success, sales training is key. Training is also where most telephone answering services …

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What Is a Call Center?

September 9, 2016

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 important one to ask and even more critical to give careful consideration to the answer. While some businesses know they have a corporate call center, most others assume they don’t, …

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Implement an Agent Development Program

September 7, 2016

Call center agents, your public-facing staff, are key to your call center’s effectiveness and fuel the success of the overall organization. Successful agent development starts on their first day of employment and continues every day after that. This begins with their initial training, continues with ongoing training, moves into possible promotion, and culminates in defining …

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