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Call Centers: Expert Guides and Resources
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Articles & Books From Call Centers
Cheat Sheet / Updated 03-27-2016
Being a successful telephone sales professional is as much about believing in yourself as it is selling your product. Follow these tips to keep yourself focused and motivated in your telephone sales endeavors.
Article / Updated 03-26-2016
When you study up on your prospects before your telephone sales calls, you gather information that is bound to unlock sales success. As a side benefit, prospects are impressed and flattered when you show you're acquainted with their business. Before the Internet, doing such research was much more difficult. Today, you can find a ton of valuable information online.
Article / Updated 03-26-2016
When you're making telephone sales calls, the person at the other end doesn't know whether you're wearing a suit and tie or ratty pajamas. The only image that your sales prospects get is transmitted through your voice, so preparing your voice and using it effectively is as important to telephone sales as showering regularly is to face-to-face sales.
Article / Updated 03-26-2016
No matter how sophisticated or high-tech a call center is, for any call center operation to be successful, it needs the right players in place to bring it all to life. Here’s a list of the key call center roles and call center jobs, from call center agents to business analysts and call center managers, to name a few.
Article / Updated 03-26-2016
Thinking about creating a business model? Such a model gives you a great place to start because it’s critical for the successful operation of your call center, helping you clearly identify your mission, your business goals, and the performance drivers you need to focus on to achieve these goals. Here are the
Article / Updated 03-26-2016
Are you thinking about what technology you need for your call center? Or do the terms VoIP, ACD, IVR, and CRM intrigue you, and you want to find out more? Here are some of the top tech tools that your call center can benefit from: Telephone network Data network/Internet Automatic call distributor (ACD)
Article / Updated 03-26-2016
Time management is one of the most important skills a telephone sales professional can have. Here are a few tips to make the most of your sales time: Manage distractions. When you're on task, turn off your cellphone, hold your calls, switch off the you've-got-mail notice, sign out of instant messaging and social media, and hang up a do-not-disturb sign.
Article / Updated 03-26-2016
Sometimes you're going to feel like you've hit a brick wall because you're not getting the telephone sales numbers you envision. Don't despair. Allow these six methods to be your motivational mantra to help you stay charged: Stay disciplined. Sticking to "the plan" keeps the positive energy flowing. Be your own cheerleader.
Article / Updated 03-26-2016
First impressions are everything. When you have a sales prospect on the phone, the first seven seconds can make or break your whole pitch. Keep these pointers close by to help your opening hook the prospect: Greet the prospect by name. Grab the contact's attention immediately — and hold it — by using his or her name.
Article / Updated 03-26-2016
Before you can make any sales presentation, you first need to know as much as you can about your prospects. No matter who the prospect is, get a leg up by using online sources to get to know them before you call: Visit the corporate website. Familiarize yourself with the company's products and services, senior management, mission statements, upcoming projects, recent news — and even contact phone numbers.
