Call Center Archives | Richard James

Category : Call Center

Lights, camera, telephone script

Apr 20, 2014

What you say and when you say it can make all of the difference. Did you know that Gallup did a study and found while clients appreciate fast service, GREAT service characterized by workers being ‘engaging’ with clients far exceeded speed in ratings. Last month, we prepared training for our Your Staff Trained program with […]

In-House Outbound Call Center vs. Professional Outbound Call Center—which should you use?

Dec 10, 2013

I have worked with outbound call centers for years and for different purposes: collections; wholesale; and professional service providers. Most recently, I have worked most heavily with bankruptcy firms. The average efficiency rate for outbound calling staff is about 15-20%. This means the firm has a person on the phone 40 hours each week and […]

Are you considering a call center in your business?

Dec 3, 2013

I have always been a preacher of follow up, follow up, follow up! Communicate with your unconverted leads until they die, buy or unsubscribe. If you are just getting started with your outbound calling program, one of the first things you have to think about is staffing. Some of the questions to think about are: […]