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1. It's All About Quality Data
While organizations are under more pressure than ever to shave expenses there is no substitute for high quality data for your call center agents to call on. If you want to increase your ROI and shorten your cash flow cycle then don't skimp on your leads. In fact, today you may find the best solution is to generate your own warm leads to call on via social media instead of acquiring stale, overworked lists.
2. Listen To Your Call Center Agents
Your call center agents are your front lines who are most wired into what is really going on, not just assumptions from corporate HQ. If they are seeing a drop in lead quality, a new trend in rebuttals or objections due to actions of your competitors, it makes sense to listen to them and keep ahead of trends.
3. Know When To Ignore The Metrics
Some companies are taking metrics and stats so far that they are becoming their own worst enemies. Setting guidelines for how many calls or minutes on the phone call center agents should achieve during a shift is great. However, common sense will tell you that too many calls means telemarketers are dialing and hanging up or not connecting and too much talk time may mean overdoing the pitch. What indicates real marketing results?
4. Get A Good Toll Free Number
Even if you are focusing on outbound telemarketing you will want to have a good toll free number for a professional image on your prospect's caller IDs and for encouraging more call backs.
5. Anticipate Turn Over
High staff turn over rates are just one of those things that come with running a call center. So don't become complacent and find yourself in a jam just before the real success hits. Constantly be recruiting, training and improving the quality of your team.