Music teacher Kay Carter spends her summers providing private music lessons to elementary through high school students. She began offering the lessons to a few of her public school students who wanted to continue to work with her over the summer. By the second year, Kay realized tutoring could help …
“Everybody complains about the weather, but nobody does anything about it,” so said Charles Dudley Warner. Bad weather affects us all, including telephone answering services that strive to serve clients regardless of the weather: hurricane, winter storm, heat wave, flood-producing rain, and so on. W…
By strict definition a call center is a centralized place where calls are answered. However, technology now allows this fixed characterization to expand beyond a centralized location to encompass more than one interconnected call center operation.
Though agents in a multilocation call center operatio…
In last month’s post, Don’t Forget to Sell to Your Existing Client Base, we discussed the importance of including existing answering service clients when it comes to selling. When you incorporate your client base into the sales mix, it takes pressure off new clients as the sole means for revenue gro…
Using a call center broker to find your next call center has many advantages. A key one is time. This applies to reducing the time you must personally invest in the project, as well as the length of time from inception to implementation. Quite simply, a call center broker can provide you with the sh…
Industry veteran joins call center consultancy to propel strategic customer relationships
Minneapolis, MN: Call Center Sales Pro, a leading call center consultancy announced that Lisa Phillips has joined their leadership team as a senior operations consultant. At Call Center Sales Pro Lisa will serve…
In the post what should you do after the acquisition? we looked at seven essential steps to take once your answering service purchase is complete. These steps will help ensure a smooth and profitable transition. One of the key steps is to communicate with the newly acquired clients. Failing to effe…
For years I bought my insurance through the local office of a national insurance company. They insured my cars, house, and business. For a time, I even had my healthcare insurance and a small life insurance policy with them. The agent and his staff provided great customer service and treated me like…
Okay, quit snickering. You likely think the yellow pages are old school. Well, they are. When is the last time you looked in a yellow pages directory? Do you even have one? Though the day of the once revered yellow pages is long past, it’s not dead. Believe it or not, some people still use the yello…
Chatbots, or bots for short, are programs that automate responses to social media inquiries via text chat. We first discussed this inviting technology in the post “ What Are Chatbots and Will They Affect the Call Center?” While chatbots promise to answer questions fast, facilitate communication, fr…
My friend Sally has a technical mindset, so she surprised me when she admitted having trouble getting a payment form to work on her website. Though I comprehended the problem, I knew I couldn’t be much help, but I did know someone who would, my friend Chad. I gave Sally his contact information and e…
Are you responsible for the management and performance of your outsource call center? Perhaps they underperform and fail to do what they promise. They always have an excuse and plead for more time to fix things. “Just one more month and we’ll turn it around,” they beg. Or maybe they just gave you a …
Most People Wait Too Long to Sell Their Answering Service and Others Sell Too Soon
There’s a right time and a wrong time to sell your answering service. Too many people put their answering service on the market in response to an emotional situation. Instead they should look at things from a logical …
Right Size Your Answering Service to Maximize Efficiency and Boost Bottom Line Results
In a prior post we asked if your small or medium-size answering service was the right size. Though growth occurs on an account-by-account basis, the infrastructure to support it usually stays steady for a time
Empower Agents to Do More and Do It Better with Call Scripting
As caller expectations rise, along with call complexity, agents must do more and must do it better. This starts with hiring the right agents, but to achieve the best results, you need to empower agents and enhance their abilities with ad…
Trying to operate in answering service that is the wrong size is a quick way to lose money
Most answering service owners want to grow their business. One way to grow is by acquiring an answering service, but the more common method is organic growth through sales and marketing. In this way an answerin…
Aside from the level of the deal, every company wants to spin money out. It is understood that stretching a dollar is possible with Virtual Data Rooms. But how does it go? We took a resolution to tell you about different positive sides of Due Diligence rooms and to tell you in what way you can save …
You’ve been collecting email addresses from your answering service clients and prospects for months. You know you need to do something with this information or it’s just a wasted effort. You know you should have an email newsletter. Making this decision is the easy part. And you know how to send a…
For given that the internet possesses has been around, there have been a need with regards to protocols to hold data non-public and safe and sound. VPNs might be best for small business owners or sole proprietorships, just where employees will not often need to connect to the organization intranet …
For provided that the net has remained with us, there have been a need pertaining to protocols to hold data private and protected. VPNs work best for small enterprises or main proprietorships, just where employees usually do not often have to connect to the business intranet remotely, and securenes…