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Call centre automation – the best thing since sliced bread
Where would we be without automation? Just imagine, even getting to work would be a chore. We’d be forever sleeping in (whoops, no alarms) and eating burnt toast rather than it popping up when done. And quite frankly, we’ve all got better things to be doing than washing loads of clothes and dishes by hand. In just the →
Boosting call centre performance through morale
Looking to improve the performance and sales results of your outbound team? But, here’s the catch. You can’t spend more any more money, or hire anyone new. Without these levers to pull, you may feel like there’s not much more you can do. But surprisingly the motivation of your staff can play a key role in →
The do’s and don’t’s of using call centre software
Call centre software – in an ideal world it should be plug in and play. And while you may need to fine tune its integration with your existing systems, in a lot of cases that’s not where the learning curve exists. In fact getting the right call centre software in place may actually be the →
Handling sales call rejection
It may be a cliché breakup line – but as far as call centre agents go, they certainly deal with a lot of “It’s not you, it’s me.” Sales call rejection handling isn’t easy for anyone, especially when it happens on such a frequent basis – in many cases several times an hour. Your agents →
The false economy of outbound sales
When you’re running an outbound sales call centre, keeping an eagle eye on your operating costs is critical. With this in mind, many think it’s prudent to purchase lists and they work hard to squeeze every last drop of potential sales out of them, even if means ringing some numbers five or more times. But, the →
Contact centre software that reduces turnover
Imagine you’ve bought a new house, with dreams of living happily there for years. You start to feel part of the community, getting to know the neighbours over a few BBQs, your kids walk to school together. And then within a year, almost half the families living around you simply pack up and leave, to →
Call centre training tips for agent success
Even if your new hires are coming to you from previous call centre work, you’ll still need to train them about how your company runs. But, because not everyone comes in with the same experience, the same motivation and drive to do well, and the same learning style, as a call centre manager you’ve got to →
The how to of call centre gamification
As humans we respond well to games. It starts at an early age – airplanes are loaded with broccoli, we get gold stars for doing well in school, get achievement badges in Scouts. Even as adults a little game playing gets us through the most boring of meetings (meeting bingo anyone?) or can help us do everything →
How to slow outbound sales turnover
No matter how good or bad the relationship was, breaking up almost always hurts. And normally, even though it takes time, the recovery is the same. A few nights out with friends, a tear-jerker movie and too much ice cream helps to dull the pain, and we begin to see that we might live again. →
Raising team morale in a cold calling world
It takes real courage to work in an outbound call centre. Cold calling, appointment setting and sales – it’s an environment which can be tough on staff morale. At times we’re reminded of the lyrics to an Eminem song: He’s nervous, but on the surface he looks calm and ready to drop bombs, But he →
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