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 Some of the methods used to ascertain prospects may be outdated, but we have a number of clients who still effectively produce business through their call center.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”.