December 2016 - Call Center Sales Pro

Monthly Archives: December 2016

Help Call Center Supervisors Succeed By Providing Quality Training

December 30, 2016

Just because someone is a good call center agent doesn’t mean he or she will make a good supervisor. And the last thing any manager wants to do is to take excellent agents and turn them into ineffective supervisors. Yet it happens too often. However, the fault is usually not in the selection of agents …

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12 Essential Interview Questions When Seeking a Call Center Manager

December 30, 2016

Conducting employment interviews is hard. There are questions you can’t ask and areas you must avoid. While basic human resource training covers these issues, what isn’t addressed in general business interviewing instruction are questions that help guide a successful interview for a call center manager. Here are the top twelve call center manager interview questions …

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Find a Partner to Deal With Your Answering Service

December 30, 2016

Sometimes it’s hard to find a good call center or telephone answering service. Other times it’s hard to work with them once you find them. Dealing with customer service issues, training deficiencies, billing questions, and account changes can soon become a full time job. It doesn’t have to be that way.   Enter the call …

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Use an Answering Service to Take RSVPs

December 28, 2016

The letters RSVP stand for the French phrase “répondez, s’il vous plait.” It means “please reply” and is a way for a person sending the invitation to know who is coming and who isn’t. Regardless of the recipients’ intent, they should tell the host whether they accept or decline the invitation. At least that’s how …

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How to Implement a Tactical Rate Increase Strategy for Your Answering Service

December 23, 2016

To remain viable for the long term, telephone answering services need to periodically adjust their rates to keep up with ever-increasing costs. Not doing regular rate increases will eventually doom even the best run answering service to failure. But almost as bad as not doing rate increases is doing annual across-the-board rate adjustments. This is …

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Answering Service Case Study: Virtual Receptionist Rescues Financial Advisor

December 21, 2016

Janice Guttmann, a financial services provider with ten years of independent practice, is on the leading edge of her profession. Outsourcing office services was only recently highlighted by a national magazine as a best practice for financial professionals with high-margin businesses. But Janice has been outsourcing for six years already. When asked why, Janice was …

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Engineering Firm Outsources to Maximize Growth to an Answering Service

December 19, 2016

Lamoure Engineering offers a variety of professional services, from designing water systems for cities and rural townships to land surveying. Dan Lamoure, PE, is the president of the company founded by his father Gene. “We’ve always been a small, family company,” explains Dan. “For the past twenty years, our hometown has held fairly steady at …

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Strategic Rate Increases Provide Consistent Top Line Growth

December 16, 2016

Undercharging is a key reason for failure among many telephone answering services. Too many answering services, especially startups, simply don’t charge enough to cover their costs, account for overhead, and make a profit. They don’t last long. Other answering services start out charging appropriate rates, but they fail to make periodic increases to cover escalating …

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How to Migrate to an Outsource Healthcare Call Center

December 14, 2016

When you decide to outsource your healthcare call center to an outsourcer, selecting the right vendor is just the first step. Signing the deal is only phase one of the transition. Phase two is orchestrating a smooth migration. While the details of a migration plan will vary with the scope and complexity of the work …

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Use an Answering Service to Downsize Your Business

December 12, 2016

Most every business owner and manager is eager to oversee a growing, expanding operation. It’s exciting to go into work each day and grapple with the challenge of meeting the growing demand for your products or services. The place is palpable with anticipation. Things are going great, and those in charge can ride the wave …

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Don’t Expand Your Hospital Call Center When You Can Outsource

When a hospital call center faces pressure to do more in the face of considerable constraints, one solution, often the best one, is to outsource some ...

Use an Answering Service to Block Out Time

People at all levels of business, in all sizes of businesses, struggle to find time to focus on key projects. Nowhere is this more critical than for e...

Selling a Distressed Answering Service

Prior posts have addressed the right time to sell your answering service, the wrong time to sell, and about leaving a legacy when it’s time to move ...

Why Insisting on a Stateside Call Center is an Ill-conceived Goal

When people reach a call center, they make assumptions about the agent and the agent’s location based on what they hear. While these assumptions may...