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  • Mordhekhai 4:04 pm on April 25, 2012 Permalink | Reply
    Tags: Business, Call centre, Churn rate, Education and Training, , Management, Salary, Team building   

    High Attrition Rate in the Call Center Industry Discussed 

    It’s no secret, that almost all the call centers, throughout the world, are plagued with one common problem – How to manage high attrition rate ? High attrition means hiring new agents and training them all over again and that eats into a company’s profits like anything. Successful call centers boast about having low rates of attrition and insist that, it is something which should be avoided at any cost. However, it’s easier said than done. Before we try to address its solution, we need to understand why does that happens. This usually happens because of three 3 reasons. These are not easy issues to resolve, and needs a creative approach to address them. Lets try to address them below.

    Dissatisfaction with the job / profile – Most of the times, the entry-level job is quite monotonous, least creative and doesn’t challenge the intellectual skill set of an agent. An agent could be dissatisfied as his present profile may not be offering him enough scope of growth either vertically or horizontally. As a manager , the first thing you need to identify is – if there is really a mismatch between an agent’s capability and his profile. If such is the case, you can assign him more challenging job responsibilities. You can even consider a recommendation for him in internal job postings. It is also important to ensure, that the agent has not been shown a rosy picture while hiring. He should have been made clear about his job and work responsibilities from the very start. A clarity about the job profile helps one, overcome the mismatch of expectations.

    Dissatisfaction with the salarySalary is one thing with which an agent can never ever be satisfied. The desire to have more and more never gets satiated. In addition to it, many a times a competitor tries to poach your talent by offering attractive salaries and that disturbs the market dynamics. Salary will always remain a tricky issue where in you can’t do much apart from showing the agent his long-term benefits and career prospects. Another way out is, offer or increase the incentives. Incentives too should be designed in such a way that they should be able to motivate the agents to outsmart their own previous records.

    Dissatisfaction with the working atmosphere which includes co workers or higher management – This is another major reason where in an agent decides to quit due to some office level politics or uneasy relation with the management which is usually his reporting bosses. This situation needs a lot of coaching and counseling and moreover you also need to check if the reporting manager too needs an audience .There will always be two sides of the story and you need to satisfy both the parties. Offer constructive feedback, organize team building workshops and so on. In the end, it boils down to, coordination, displaying leadership skills and efficient working within the team. Attrition rate leads to repeat expense and efforts should be made to have specialized people to handle the same. If a call center can lower its rate of attrition , it will lead to huge savings, happy work atmosphere where in the both the center and the agents will be in a win/win situation.

  • Mordhekhai 7:42 pm on March 30, 2012 Permalink | Reply
    Tags: Ask an Expert, Business, , , Networking, , , Top 40, Toy,   

    The Top 10 Facts About Successful Networking

    Networking doesn’t have to be as hard as we think it might be. These highly practical ideas will help you be a better networker than ever, whether you are promoting your business, looking for a job, or simply seeking information on any topic at all.

    1. Networking is not just about getting a job, or selling a product or service.

    Its main purpose is to give or get useful information. As such, it is one of the best research tools we have available to us.

    2. It doesn’t have to be slimy.

    We’ve all been bombarded by high-pressure salespeople trying to sell us things we don’t want or need. Even if we do want or need some of those things, we refuse to buy because of the offensive sales tactics. In today’s successful networking model, we look for ways to help other people, and we don’t ignore people who may not be in our target market.

    3. Networking gets harder when we feel more desperate.

    Others can sense when your sole purpose is to make a sale or find a job. If you change your objective to taking a single step closer to your goal, the stakes won’t seem as high and you will feel more relaxed, less desperate.

    4. Never put anyone you are networking with on the spot – take the pressure off everyone.

    The easiest way to do this is to ask general questions rather than direct questions. Ask about “business owners like you,” “companies like yours,” “in your industry,” instead of seeking information specific to them.

    5. Replace, “Do you know anyone who…?” with, “Whom do you know that…?”

    When you ask a question that has a yes or no answer, it’s easier for your audience to say no and then stop thinking, and yet we all have a desire to help people. Asking, “Whom do you know at XYZ Company who could answer my questions about ___________?” will encourage problem solving rather than an easy “No,” even if you don’t use the word “whom!”

    6. Networking is happening all the time, even when you don’t think it is.

    We’ve all heard that you never have a second chance to make a first impression. This is not to say we shouldn’t be ourselves, but to remind us that everything a person sees in us speaks as loudly as our words. The second part of this is that everyone you know could be in a position to help you reach your goals, even if you don’t know how they can.

    7. Your results will improve if you decide in advance exactly what you want to gain from an event.

    Find who will be there. Do you want to meet three new people? Learn more about volunteer opportunities in an organization or region? Find a better mechanic? Look for volunteers for an organization near and dear to you? All are possible if you keep in mind why you’re there. With that said, be sure to remain open to the unexpected and give yourself permission to take another path when it presents itself!

    8. Networking works best when we build relationships.

    It shouldn’t be used just to look for sales opportunities or try to promote ourselves. If we are so focused on “the next sale” (putting dinner on the table), we come across as tense, and may fail to build relationships for the long term. We may even overlook a person whose own network could generate huge benefits to us over time.

    9. What you get back doesn’t necessarily come back from the same people you’ve helped in the past.

    Those you help will spend time saying good things about you. As word gets around, other people will seek you out. As your good reputation grows, other people will help you, and you will reach your goals, helped sometimes only indirectly by those you’ve helped in the past. Even though this is very true these days, some of your contacts may still expect something in return for their help. Be sure you know this before you disappear into the sunset!

    10. Quality is so much better than quantity!

    Meeting 2-3 people at an event and learning more about their needs and challenges is far more valuable than collecting (or giving away) 20 business cards. Understanding a person and his or her business will give you good insight as to what you can do for them when an opportunity arises – be it information, a link to another person, or an offer of working for them as an employee.

    About the Submitter:

    This piece was originally submitted by Alice Wojcio, Training Consultant and Personal and Business Coach, who can be reached at alice@advtrain.com or visited on the web.

    Copyright 2000-2004 CoachVille, LLC. May be distributed if full attribution is given and copyright notice is included.

  • Mordhekhai 2:36 am on July 8, 2011 Permalink | Reply
    Tags: Business, , Decision making, gatekeepers, , Marketing and Advertising, Mental Health, prospecting, , sales tips, Self-Help, , tips on selling, trust building   

    Gatekeepers: friend or foe? 

     I think the first 3-5 seconds of the call is key to how you can start a typical conversation without getting branded with the negative image of salesperson. Let’s face it, some businesses have been practicing traditional sales tactics over a decade now that are not effective anymore. Our customers are smarter and that includes your gatekeepers. They can smell telemarketing a mile away from their seats. The goal here is to move away from the negative image of a salesperson. We have to understand that most of our friendly gatekeepers would be instructed to brush you off nicely in any way possible to get you off the phone.

    Dropping in without an appointment is ALWAYS AN INTERRUPTION and so therefore a withdrawal from the person’s emotional bank account…so be prepared with a really good deposit — whether it is your “sunny disposition” or your genuine interest in the first person or subsequent person(s) with whom you speak. In sales, as it is in life, the successful person follows the edict: A B C — Always Be Curious — if you thought I was going to say “Closing” for the C, then you are focusing on the end and not the opening…Curiosity allows you the opportunity to use the most important words in sales: “You and Your”. By using these words consistently in your responses to your potential customers, you will stay customer focused and not product centered.

    I strongly recommend with respecting where the gatekeepers are coming from and gaining their trust is huge advantage. They’re just like any other employee who may actually be having the worst day in their careers. People respond in kind and if you sound genuine enough, you’d may get a genuine response. The key is to have a new mindset to achieve the goal. You don’t kiss on the first date, do you? So, on a cold call “you never sell anything”, your goal is to gain a favorable position to set yourself as a solution worth looking into.

    Catching the early morning call for the owner or a late call in the afternoon just before the office closes is the best method to increase your contact rate. Prospecting is a contact sport the more contacts you make, the more decision makers you can reach, and the higher probability of closing a deal or selling your product.

    Understand that the goal here again, is not to “SELL”, your goal is to maintain a good relationship with anyone who primarily picks up the phone for their business. I would use my first 5 seconds on the phone like this:

    “Hi! My name is Jay, I was wondering if you can help me out for a second? (Pause and wait). 80% would say “How can I help? 

    The situation branches out from here and would depend on how his/ her response felt. There’s only two outcomes here either their suspicious adamant in asking the the purpose of the call or you may get a warm response.

    Either way I always ask this question: I was wondering if your company would be “open” to the idea of looking at some issues related to (whatever services are offered e.g. recruitment or staffing needs, Office supplies, etc.)? 

    *DO NOT IMMEDIATELY JUMP INTO A PRESENTATION after they ask you any type of question that would indicate interest. They are not confirmed decision makers and asking you the right question at the right time will get you the right answers, now is not the time to do a presentation.

    *You’ll also get a lot of resistance at this point and again remember your not selling anything. Your merely just trying to see if it’s a fit. If you receive any resistance and it pertains to you cold calling them to sell something. Do not feel offended it causes aggression and may lead you to defend yourself and be persuasive (another negative impression you want to avoid.) You can do anything to address this type of resistance, but I always address this with:

    “I’m sorry if I came across in anyway like I’m selling you something. That’s the last thing I wanna do and try to convince or persuade you otherwise. I was just wondering if you guys would open, that’s all. Is there better way that I can position myself to present some solutions that can potentially save operational costs in you business and ultimately solve some issues regarding (services offered)? 

    If successfully establish your purpose, they normally loosen up and help out or just nicely and bluntly turns your down. At this point you need to find the right direction to the decision maker and work a little bit of charm or else they’ll give you the run around and ask you to callback or something. Making someone laugh normally works for me, but here where your personal touch comes in and attempt to sell yourself and not the product or service that you offer. The genuine intent of not chasing the end goal of the sales process, also helps on moving on to the next call. Remember don’t be afraid to walk away if it’s not a fit. It may not even be worth it in the end. You may end up spending more on time wasters than qualified clients. Good luck and happy selling!

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