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How can an outbound agent overcome the pitfalls of heavy legislation that affects agent burnout? By incorporating script-writing principals using the 12 Steps To Successful Telemarketing. Since the national do-not-call registry took effect, many telemarketers have inundated unregistered consumers with outbound calls. Furthermore, many call

The ABCD Agent allows agents to advance within without losing good agents from the floor. When you build an internal advancement for your agents, you will accomplish several benefits: Each level of agent is clearly identified Higher compensation is given to agents who have advanced

Technology has influenced people in so many ways that employers have developed the habit of hiring candidates from the Internet. Although it is not an entirely bad idea, not all good candidates can be sourced from the Internet. You cannot rely completely on the World

We discussed the A and B level agent and how having 4 levels of agents will improve agent productivity, and lower agent burnout and turnover. This month we are finishing off with our C and D level agents.  The C Agent has been through extensive

A Customer Service Representative (CSR) and Telemarketing Service/Sales Representative (TSR) is a great entry level position to prepare future managers and leaders.  Primarily this is due to the training they receive in communication and computer skills that are essential to compete in today’s growing service

A Customer Service Representative (CSR) and Telemarketing Service/Sales Representative (TSR) is a great entry level position to prepare future managers and leaders.  Primarily this is due to the training they receive in communication and computer skills that are essential to compete in today’s growing service

Read my article on the Restate or Agree and Probe technique. This technique taught was useful to reconfirm that you clearly understood the objection and then you probed to narrow down the objection and to ensure there is nothing else standing in the way. Once

For over 35+ years I have had my hands in every conceivable aspect of a call center operation.  Through the years I have seen many centers come and go and changes in law and technology. As a consultant and trainer, I’ve witnessed many mistakes that

In Part 1 we discussed the key factors why telemarketing programs fail. Let’s discuss the expectations and other vital aspects when setting up and managing a campaign. Expectations: Having unrealistic expectations of the results of the campaign can not only cause the agent to become