4 Step Process To Improve Your Call Center Scripting

Contrary to popular belief, the call center is not dead. Some of the methods used to ascertain prospects may be outdated, but we have a number of clients who still effectively produce business through their call center.

First, you have to hire the right people for the job. To assure maximum success we recommend the use of a behavioral profile. From our experience they can decrease turnover by 50% or more, and turnover is the death knell of any small to moderately sized selling organization.

Second, you need to train these people effectively, and my son David, who is also one of our Senior Account Executives, endorses a 4-step process:

  • Focus on the customer’s welfare
  • Control the direction of the conversation
  • Create an adviser’s position
  • Base your appeals to action on emotion

Does that sound complicated?

In most cases it is easy to enforce at the outset of call center training, but it falls by the wayside as representatives slip into their bad habits and begin to go off script.

Because of this the final step is a strong call center manager who can enforce these rules and replace personnel who are not willing to “stick to the system”.

I want to thank the entire team at Dave Yoho Associates for meeting with our Canvassing Managers last week. The knowledge we learned in only one day was invaluable.

Jason Hollister, Proximity Marketing Manager
RbA Southard Corporation

The advice we received from Dave Yoho Associates enabled us to increase our volume with 19% less leads in the first year alone!

Joe Francis, President
Shiner Roofing, Siding and Windows

Immediately after your training, I ran my first solo appointment and got the order for $16,088! I beat out a reputable local remodeling company whose bid was $4000 less and 

Sara Zarndt-Brickey, Operations
Re-Bath of Illinois

We are grateful to have Dave Yoho Associates work with our entire team. I firmly believe the improved performance of our event marketing team is directly tied to your coaching 

Scott Barr, Steward
Southwest Exteriors

I learned an abundance from your canvassing training. Thank you so much for helping us revise our methodology!

Lynann Everett, Interactive Marketing Manager
RbA of Northeast PA

Dave Yoho Associates are the leaders in business consulting and sales training for the industry. We utilized their services to grow from a small business to averaging over $10 million 

Wendy Patterson, Co-Owner
Patterson Homes & Construction

One of the primary takeaways from your most recent visit to our company was that the words, promises, and tone of our call center reps need to speak directly to 

Dave Cerrone, President
Fitch Construction

Dave Yoho Associates provided guidance, advice, best practices, and support to our entire staff. Our company has improved across every level after working with them.

Cris Keeter, Owner
All-States Exteriors

Your consultant introduced many thought-provoking, exciting concepts that were implemented and drove our net profit. We look forward to a long and prosperous relationship with Dave Yoho Associates!

Mark Watson, Owner
Exterior Medics

I would like to thank Dave Yoho Associates for their consulting services. For me, the meaning of ‘value’ is getting more than what you paid for, and their services truly 

Aaron Heth, Director of Sales
Freedom-Solar

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