Category Archives: Management

Contact Center Management: What’s in a Role?

By Megan Hottman, Operations Manager and Brand Evangelist

contact center managementI’ve had the opportunity to work with a number of outsourcing organizations over the years. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Effective contact center management can make it or break it from a customer experience standpoint. Continue reading

Outbound and inbound call center manager’s formula for worthwhile work

By Shannon Svasek, Operations Manager

Inbound Call CenterWith almost twenty years as an operations manager that is responsible for leading a team of business to business salespeople in an outbound and inbound call center setting, I’ve had the opportunity to reflect on why I enjoy my work and see it as worthwhile work.

Worthwhile work in an outbound and inbound call center setting can mean lots of different things. The ability to work effectively, efficiently, swiftly, completely, whole heartedly and all the while displaying integrity and attention to detail. Does this sound like everything on your want list when hiring for Outbound or Inbound call center agents? Many other Outbound and Inbound call center managers would agree with you. But in the end…is all the work you are doing and the time you spend doing it worthwhile? Employees that display these traits day in and day out are hard to find. So, as management it is up to us to cultivate, display and enforce good work habits. Continue reading

Business to business telemarketing requires mojo

By Megan Hottman, Brand Evangelist

business to business telemarketing Yesterday I was at my oldest son’s high school baseball games when one of the mom’s commented about how her son has recently lost his “mojo” when it came to his batting. This particular player had always been referred to as “the best batter” on the teams he played for over the last 4 years. I thought the comment was interesting so of course I listened to what the chatter was all about. The speculation of potential issues was endless; a possible injury, not enough practice, something going on with his friends, he wasn’t feeling well, was needing a break.

After the game as I drove home, I thought about her comment, specifically the word mojo and what it meant. I’d consider the word to mean someone’s confidence, how comfortable someone is with themselves in their abilities for whatever the activity or skill is. This is incredibly relevant in the business to business telemarketing world. How many reps have lost their “mojo” at one time or another and how did that impact their overall results? Having “mojo” is important when it comes to business to business telemarketing success. Continue reading

Attributes of a Successful Contact Solutions Supervisor

By Marcia Jenkins, Senior Operations Manager

Contact SolutionsMeet Jeri Graesser! Jeri is a supervisor in our at-home, virtual call center. Jeri and her team are responsible for selling millions of dollars in medical billing and coding resources, including both books and software. What makes Jeri a successful contact solutions supervisor? There are three primary attributes that Jeri embodies on a daily basis.

  1. Great communication
  2. Ability to set clear expectations
  3.  Being a team player

Let’s dig into how Jeri lives these attributes. Continue reading

The Telemarketing Center “End Game”

By A.J. Windle, Director of Client Engagement

How to assemble the perfect “Avenger” worthy Team

Telemarketing CenterI’m a huge Superhero fan. While that maybe a “little” nerdy, when it comes to creating the perfect team, I’m telling you, “The Avengers” are on to something. If you want to assemble the perfect telemarketing center team, I’ll share with you my Avenger Method.

I often hear people say “I wish I could clone you” to a strong member of the team. While it might be good to clone certain aspects of that team player, a truly Avenger-worthy telemarketing center management team is well rounded and has balanced strengths across the team. Look at the Avengers: Continue reading