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Article : The 7 Habits of Highly Effective Telemarketing Management

#contactcenterworld

The 7 Habits of Highly Effective People by Stephen R. Covey is nothing short of iconic and is a staple on bookshelves of leaders everywhere. There are lessons to be learned by anyone that chooses to pick up the book. I was recently thinking about this book and wondered how I would change the lessons if I was making the list specifically geared towards managers that work in telemarketing services. Below is my attempt to do just that.


1. Be Proactive – Complacency is the Enemy in Telemarketing Services

Okay, so I am cheating on the first one. Being proactive was the first habit in Covey’s book. This is just too important and too foundational to change. However, we can work to define it, and I did add the second part. What does being proactive in telemarketing services mean? This industry is changing by the moment. Analyze threats and try to cut them off at the pass.

I have seen and worked with a lot of call centers in my career. I have seen a lot of call centers thrive, and I have seen a lot of call centers go out of business. The difference in the ones that thrive and those that fail usually comes down to their ability to foresee issues and adapt accordingly. It is easy to live in a reactive state in the telemarketing services industry if that is where you choose to live. This can apply to regulations and compliance, competition, workforce challenges, and the list goes on.

The examples that I just mentioned were at the industry and business level. However, where I see complacency start to grow roots most frequently is at the program level. It usually occurs in long running campaigns that have roughly similar performance month in and month out. If you aren’t proactive, you can look up one day and realize that performance is 20% lower than it was a couple of years back and you are reacting to an issue that has been slowly chipping away at your results over a long period of time.


2. Set Good Goals for Teleservices Success

The telemarketing services industry is unique and like no other. Every campaign and every program are able to be measured by very specific KPI’s. It boggles my mind when I see a call center floor without any marker boards with results, or TV’s on the wall showing everyone on the team how they are doing. It happens, and more than you would think. Typically, in those centers, if you sit down with an agent you will find out they aren’t showing people how they are doing because there are no goals. None that are stated.

I am very passionate about goals. Not to have them is completely asinine. Competition breeds excellence. Competition against personal bests, against the person sitting next to you, against that other call center that you are competing against. People more engaged when they have a goal to strive for. And, hitting goals are fun. Every day is an opportunity in a call center to have a fun game built around hitting different goals. Every person within an organization should have personal goals. Every team should have team goals. Every person should have daily goals, weekly goals, monthly goals, etc. Every team should be the same way. And hitting goals should be celebrated, because hitting a goal deserves to be celebrated.

The only caution flag here is that a goal and a good goal are two different things. A perfect goal is one that is attainable but it’s not a given. If you give a little extra, perform a little better, you can hit that goal. If hitting a goal is a cakewalk, it’s not motivating. The other side of the coin, which is too common, is having goals that are unrealistic. Goals are motivating. Unrealistic goals are demotivating. A good way to balance these two issues is to set a goal and a super goal. The super goal still needs to be attainable but should be even more of a stretch than the base goal.

3. Have a Routine and Be Consistent for Maximum Teleservices Success

This is important in almost any industry, but I feel even more so in the telemarketing services industry due to the day to day volatility that has already been covered. Every team needs to be comprised of members that everyone can count on. Being a manager that everyone can count on is invaluable. Being someone that is always there and is present.

It’s not enough to be a superstar half of the time if you can’t be counted on the other half of the time. Consistency is important and the best way to achieve that is to have a routine. Everyone on our Leadership Team has a word for the upcoming year. One person chose the word "routine". Routine’s equal process, and processes create efficiency. It’s easy to let a lot of noise disrupt the routine but keeping your eye on the ball and avoiding distractions almost always creates mounds of positivity.

This really isn’t some abstract concept that needs to be unpacked bit by bit. Have a routine. Be consistent. Be present and in the moment. Be someone that can be counted on.


4. Attack Each Day with a Sense of Intelligent Urgency

This is a motto of ours at Quality Contact Solutions. We operate in a very fast-paced environment. I have seen a lot of very smart people not make it in this industry because of the breakneck pace in which things move. I used to have a coach that would always be yelling at the team to have a sense of urgency. It always stuck with me and I adopted it as my own.

The thing with urgency sometimes though is that you can have too much of it. It can be a bad thing if unchecked. A common example is starting a new campaign and if not immediately getting the desired results, changing everything. The script, the offers, the agents, and so on. Urgency unchecked can create chaos and do more harm than good. You must allow something to succeed or fail, so patience is important too. Then change one thing at a time and measure it. This is also common when a manager is dealing with certain clients. When a client is requesting something or wanting a change, it is easy to act so urgently that we don’t take the time to use our expertise to analyze whether the request is something that is really going to serve the client in the way that they want.

Utilizing Intelligent Urgency is much like walking a tightrope. On the one hand blind urgency is essentially jumping without looking. You can’t make decisions that way. On the other hand, you can have paralysis by analysis which can stagnate action and create complacency. That is dangerous as well. It’s not always an easy tightrope to walk but knowing that the rope is there is a good start.

5. Inspect What You Expect From Your Teleservices Team

This should be a credo for any manager and definitely telemarketing managers. If you have hired the right people, then trust and delegation should not be an issue. However, even if that is the case, you can’t live by a set it and forget it mentality. Can you imagine training a telemarketing campaign and never listening to any calls? That would be crazy right? That is certainly a prevalent example that I use for a reason, but it applies in many other aspects as well.

There are a lot of moving parts in an outsourced call center. Control Freak managers tend to not last very long because they can’t juggle all the balls they have in the air and they burn out. To be an effective manager in this industry you must first hire the right people that you can trust and that you can count on. You must train them effectively, point them in the right direction and trust them to do their job. That’s an overly simplistic, down and dirty version but that’s the philosophy. But that only works with maintenance, tweaking, and coaching over time. Whether it be a team of other managers, a team of call center agents, a team of IT Managers, it doesn’t matter. Hire the right people, train them right, point them in the right direction, and trust them. Then, don’t forget the last part. Have a process to inspect what you expect.

6. Communicate, Communicate, Communicate

There is such a thing as overcommunication. However, I would rather have someone that overcommunicates and I coach them on how to scale that back to be more effective than the other way around. Primarily because getting someone to communicate more when they just don’t do it is just plain hard. Now, this is another example of a habit that is important in any industry, but this industry revolves around communication! It’s downright embarrassing if we don’t get this one right.

I have seen a lot of great managers in this industry over the years. I have also seen a lot that didn’t end up working out. For those, I can confidently say that 75% of them didn’t work out because they didn’t communicate enough. Some people prefer to live on an island. Well, that’s a lonely place and it doesn’t work, not in this industry. I have already mentioned the breakneck pace and the multitude of moving parts. How is a team to navigate that minefield without strong communication?

That’s the gist of this habit, but I have to share a pet peeve of mine. You ever witness an email chain going back and forth, about 10 emails longer than it should? No one understand what the other is talking about and it’s basically a dumpster fire? Why doesn’t anyone just pick up the phone? That would be my advice. The phone is, primarily, the major tool that is used to accomplish what we do in this industry. Its purpose is communication, let’s use it! I’m not disparaging other forms of communication, I use phone, email, text, Skype, and more in any given hour. But sometimes there just isn’t a good substitute for a voice to voice conversation.

7. Invest in Yourself and Have Balance

There are two parts to this, but they go hand in hand. We all get better as we grow. Sometimes this is in additional training or education. Motivational seminars or conferences. Skill building and hobbies outside of work. And read, read, read. Anything you can do to invest in yourself to continue your own personal growth is more important than I can convey.

Along with that comes balance. On more than one occasion in this article I have mentioned the pace and moving parts associated with this industry. It is stressful and requires commitment. To be at your best you need to have balance. Without it, burnout will eventually set in, and that doesn’t do anyone any good. Try to spend a few days on a beach every now and again, and make enough room for family and friends.

The 8th Habit!

Most people that are familiar with Covey are probably familiar that he wrote a follow up book to The 7 Habit of Highly Effective People. That book was The Eighth Habit: From Effectiveness to Greatness. I figured that gave me the leeway to include one final habit of my own. It won’t require a lot of description or explanation, I think it speaks for itself. What I will say is that it is unmistakably the habit that all successful managers have, and it’s just about impossible to succeed without it. Here it is:

BUST YOUR A## EVERY SINGLE DAY.
(Mic Drop)

#contactcenterworld


About Quality Contact Solutions:
Company LogoQuality Contact Solutions (QCS) is a 100% U.S.-based B2B and B2C telemarketing and call center solutions provider. QCS is PCI Level 1 certified, experienced in many different industry verticals, and has 15 different locations in the U.S.
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Today's Tip of the Day - Vendor Selection

Read today's tip or listen to it on podcast.

Published: Wednesday, March 14, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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