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Casual Articles - A New Way of Life in the Call Center: From Service to Sales
Midlife career changes are nothing new. If you’re looking for a field with abundant opportunity and if you enjoy caring for others, nursing might be right for you. The job outlook is robust: The Bureau of Labor Statistics reports employment among registered nurses will grow faster than the average for all occupations through 2008. Some reports indicate that more than 1 million new and replacement nurses will be needed by 2012. A career in nursing is also lucrative: Typical salaries start in the $35K-$50K range and increase significantly for more specialized positions. Some hospitals are even offering signing bonuses upwards of $14K. So if you’ve spent some time off from work or are looking
The problem involves several factors, including recruitment, management, compensation and training, but the biggest pitfall we see is that many se
There was a day when we gave people our business through a sense of loyalty.This loyalty was earned as repayment for a repeated positive experience,We are prepared to put up with the occasional lapse in the level of service we receive if we know that the overall intent is to provide us with what we want and that the normal level of service does provide us with exactly that.That was in the good old days when we could make the assumption that the service provider was in business to provide a service.Those were the good old days indeed.When the bank manager could look at your plans for expansion and give you what you needed because he knew you and was able t
These changes represent a new way of life in the Call Center. We know that it can be difficult for many Call Center employees to successfully make the transition from skills needed to handle routine customer requests, questions, and problems to proactive sales skills, the ability to quickly identify customer needs and offer differentiated product solutions. While some are adjusting to their new responsibilities, it’s been an unwelcome and frustrating change for many, with some employees unable to meet challenging sales goals.
The problem involves several factors, including recruitment, management, compensation and training, but the biggest pitfall we see is that many ser
I think one of the biggest challenges facing companies at just about any timeframe of its corporate life is focus. The focus I am referring to relates to a number of areas within the company. First is the notion of culture. Does your company have more of a sales-driven culture, (which represents a majority of companies)? Or is your company an engineering driven culture? Or is it a marketing-driven culture? In my experience, a small percentage of companies are based on a marketing-driven culture, more than half are sales-driven, and for technology, they are generally engineering-driven. Not being a marketing-driven company is big challenge to maintaining consistent focus.What I mean
These changes represent a new way of life in the Call Center. We know that it can be difficult for many Call Center employees to successfully make the transition from skills needed to handle routine customer requests, questions, and problems to proactive sales skills, the ability to quickly identify customer needs and offer differentiated product solutions. While some are adjusting to their new responsibilities, it’s been an unwelcome and frustrating change for many, with some employees unable to meet challenging sales goals.
The problem involves several factors, including recruitment, management, compensation and training, but the biggest pitfall we see is that many se
Interviews can be nerve-racking, brain-draining, headache-inducing experiences. These days, recruiters have found a way to make the interview even more difficult by combining the experience with a meal. This means that in addition to listening to the interviewer, formulating intelligent responses, and trying your hardest to be confident, you now have pay attention to how you look while eating.Interviews over lunch or dinner are an increasingly popular recruiting tool. This http://www.WorkTree.com career article gives you the need-to-knows of the meal interview.1. Mind your manners 2. The dish dilemma 3. Consume and converse 4. Finish with a bang
These changes represent a new way of life in the Call Center. We know that it can be difficult for many Call Center employees to successfully make the transition from skills needed to handle routine customer requests, questions, and problems to proactive sales skills, the ability to quickly identify customer needs and offer differentiated product solutions. While some are adjusting to their new responsibilities, it’s been an unwelcome and frustrating change for many, with some employees unable to meet challenging sales goals.
The problem involves several factors, including recruitment, management, compensation and training, but the biggest pitfall we see is that many se
A performance appraisal should be the opportunity for a leader in an organisation to set the development opportunities for their employees alight. It should be an invigorating, refreshing occasion.Admittedly, sometimes it may be a tough experience as some home truths are formally shared about performance and leadership. But it should never, never be a surprise.Many organizations fail the most rudimentary test of a good performance appraisal system. The system becomes routine. A tick the box exercise that has as much to do about developing people's performance as macroeconomic theory has to do with customer service.Performance appraisal systems which are routine and mor
The problem involves several factors, including recruitment, management, compensation and training, but the biggest pitfall we see is that many se
The best things in life are free. So goes the old clich?. In this day and age, however, nothing comes for free anymore - not the air you breathe or the water you wash your hands with. In fact, even genies of the lamp will find it impossible to grant you three wishes without first asking you to fall in line or pay a deposit first. But who says you need a fairy tale genie to obtain the next best things in life? You don't need a fairy tale or a genie. For that, you need a citi master card.A citi master card is comparable to a weapon in that it puts vast spending power at your fingertips. As such, it can be subject to misuse and abuse. Do you want that new entertainment system? You can
The problem involves several factors, including recruitment, management, compensation and training, but the biggest pitfall we see is that many service reps have negative impressions of selling and are fearful of it because they don’t know how to do it. We hear comments such as:
“I enjoy helping people who call in, but I wasn’t hired to sell.”
“We’re just pushing products on the customers.”
They haven’t taught us enough about the products to sell them.”
And then there’s the friend of mine who remarked: “So you teach people to how to be annoying and sell people things they don’t need or want.”
Few people, Call Center service reps and customers alike, are thrilled with the sales experience. In fact, because of negative reactions to the sales process, one of our clients has replaced the word “sales” with “solution” as a way to instill the impression in service reps that sales should be needs-based, not “pushy” and manipulative. On the customer side, I’ve heard customers try to pre-empt the sales process by immediately stating to the service rep: “Now don’t try to sell m
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