9 Steps For Coaching Call Center Agents

How many cable guys does it take to provide me with Internet service? It sounds like the beginning of a “lightbulb” joke, but this question is pretty real for me. Turns out to be somewhere north of a dozen. I moved into my new office two weeks ago, but it took until yesterday to get the Internet turned on there. Turns out a combination of factors, aided by some bizarre complications from Charter, my cable supplier, caused the delay.

I waited…..and my bag did not show. I knew there was a possibility that it may not have made it, but had already checked the arrivals and the next flight from Heathrow was in an hour. My friends would just be getting in then, so I’d wait for the next flight and then go to the hotel. No time with my travel crew would be lost.

Agents are not being scrutinized because they need to improve their performance. There is no ulterior motive and if there is some feedback that needs to be given, it should be done in the right spirit. When telemarketing agents are censured on half-baked data, it hits the motivation down to an abysmal low. Team leaders and managers have to be careful about how they analyze and follow-up on reports.

This is important. Take time off for it or you’ll spend five times over trying to rectify the error. You may not know what words your potential customers are using in search engines to try and find a business like yours. That’s why you’ve hired a SEO company in the first place. But instead of appearing stupid.

Let me share an example here. Suppose your BPO unit is doing the lead generation for a firm selling TVs. Most homes are run by women and they are ones who will decide whether they need a new TV. If you are calling the man of the house and you do not get access to the person. The outbound call center tijuana near Tijuana, Baja California agent will hang up the call instead of speaking to his wife who had received the call. What they miss out on is that there were better chances of the call making the sale if the agent had spoken to the wife because at the end of the day, she would be the one taking the call of purchasing that TV. Sensible telemarketing services would speak to the wife and seal the deal.

Chantal, the receptionist took my headset and building pass. She had to call a supervisor to walk with me to the locker and watch me empty it out. You would think I was a common criminal? My only crime was that I had been fired.

U-Haul, Offers low-paying ($7 an hour) e-hotline positions to help motorists. Hours are extremely flexible, so might be good as a second job to help in an emergency situation. Type the word “e-hotline” in their job search box to apply.