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November 2011 The Twelve Steps to Successful Telemarketing – Step Three: Respect Their Time By Kathy Sisk The third of twelve steps to successful telemarketing shows how to respect your prospect’s time while maintaining control of the call. Performing this task well allows subsequent steps to proceed efficiently towards the final goal. From the Publisher: The Art of Finding a Call Center Manager By Peter DeHaan Guest Column: Jobs4America: How Intrepid Leaders Are Jumpstarting Job Growth in America By Jim Kohlenberger How to Fire Employees Within the Call Center Context By Abena Sanders It’s never easy to have to let an employee go, but in today’s litigious workplace, terminating an employee the wrong way has a high risk associated with it. Therefore, the wise call center manager will make great effort to take steps to fire the right way. |
By Rob Duncan and Simon Angove Telework – working from home – is increasingly popular among agents, more accepted by managers, encouraged by the government, and offers substantial cost savings. Yet it also requires effort and focus to make it work. Big Data in Telecom: The Need for Analytics By Bob Hockman Analytics of call centers’ telecommunication network allows raw data to be translated into actionable intelligence that delivers value for the enterprise and the customer.
Speech Analytics: Tips to Calculating ROI By Steve Morrell Speech analytics ROI can be derived a number of ways, such as looking at the reduction of risk due to better compliance or an increase in revenue. However, much of the benefit from speech analytics comes from simply understanding why customers call. |
Incentive Programs for Home Agents By Bob Cowen To be effective, your agent incentive and employee recognition programs need to fully address and consider the reality of home-based agents: the lack of a physical presence and being geographically separated from coworkers and management. By Greg Bush Agents need the proper mental attitude, good preparation, and ongoing practice to be more successful when making outbound sales. Read the October issue TAS Trader for Telephone Answering Service news and information.
Accountability Increases Ability
You Want To Be A Leader, But You’re Not In Management? So What!
Great Leadership Starts With Leading an Organization of One
Why Your Customer Doesn’t Like Your Price
Four Keys to Get Past the Gatekeeper
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