The TeleDirect Training Technique

  

You already know about the software and technology that help make TeleDirect a successful call center. However, the real secret lies in how we train our wonderful Customer Service Representatives. 

We specialize in the Moment of Truth, the moment at which sales happen, and we have developed a fine-tuned training method to help our CSRs create them. Rather than simply training our employees when they begin work and hoping they remember the information forever, we make sure to keep a constant steam of communication going so that they retain the training information they need to do their jobs well.

Each CSR with TeleDirect has his or her own dashboard that shows current training issues and quizzes that need to be completed. A training center helps ensure that the trainer at a time like 1 p.m. has the same accountability as a trainer at 1 a.m., so that all of our representatives are getting exactly the same level of training.

Training issues can be added by any supervisor or manager. Minor problems, concerns or updates can be addressed using self-trainable platforms that representatives read on their own. Non self-trainable training issues though, such as more major concerns or brand new accounts, are usually addressed in a classroom environment. We make sure that before our representatives take one more call for your company, they have completed all of the training that has been allotted to them.

Since representatives are in charge of their own training databases, we need to be sure that they keep them up to date. Therefore, a large percentage of bonuses our representatives receive are based on how they manage their training databases. Since bonuses are a significant portion of our reps’ salaries, you can be sure that any issues you want attended to will not go unnoticed. 

Once a representative is trained, a log is created to record his or her progress. We also make sure there is a high retention rate with training issues through our online quizzes, which can be created by any supervisor or manager. Trainees must score at least 80 percent to pass the quiz, and they get three chances to pass. If they fail three times, they are locked out and have to meet with a supervisor or manager so they can learn why they failed and how they can improve.

This system has allowed TeleDirect Call Centers to maintain over 200 customer service representatives, while still keeping high standards of training and performance. Now that you know the TeleDirect Training Method, you can be sure that you are in good hands with our call center services! 

How to Keep Your Best Sales People

 

Putting together a great sales team can be tough, but keeping that team together may be an even bigger challenge. Everybody suffers from lack of motivation in the workplace from time to time, but in the sales business in particular, unmotivated employees are not likely to stick around for long. Therefore, it’s up to you to keep your sales team motivated.

At TeleDirect, we've learned a lot over the years about keeping our CSRs performing at their highest level at our call center. Here are some of the best methods you can use to improve how your employees work:

 

• Keep them involved. Workers like to know that the higher-ups in their company care about what they think. Keeping your team involved in the progress and direction of overall organization lets them know that they are important to your business.
• Keep lines of communication open. Communication is key in any relationship, and employer-employee relationships are no exception. Most employees want to hear regular updates on the progress of the business, and on their own performance in particular. Whether you’re using memos, email, phone calls, or face-to-face conversations, keep talking to your team to let them know you care.
• Recognize good performance. People like to be told when they are doing a good job. There are all kinds of creative ways of doing this, from simple compliments all the way to birthday and thank you cards and impromptu lunch parties. The more you do for your employees, the more they’ll do for you in return.
• Challenge them! There is, of course, a fine line between challenging your team and overworking them, but keeping people challenged will keep them from becoming complacent. 
• Give your team what they need to succeed. Nobody will stay motivated if they don’t have all the tools they need to do their job right. This can include the proper training, equipment, marketing materials, and more! 
• Recognize poor performance. Just as good performance should be recognized, poor performance should be dealt with (politely, of course). Holding your call center team to high standards shows that you believe them to be capable of greatness.
• Lead by example. If you don’t treat your employees with respect and if you don’t stay constantly motivated and working hard, there’s no reason to believe your team will, either. Lead by example, and your team will follow. 

 

For many businesses, retaining a crack sales staff is critical to their success. For more tips on how to keep your employees happy and motivated, speak with the professionals at TeleDirect Call Centers today!

Advantages to Domestic vs. Overseas Call Centers

One of the most common debates that rises among businesses looking to employ a call center is whether it is more advantageous to use a domestic call center or one that is based overseas. At TeleDirect Call Centers, we firmly believe that our domestic services hold many advantages over your average overseas call center, for a variety of reasons:

There’s no language barrier.

Isn’t it frustrating when you call a customer service line and you wind up being connected with a person who speaks only broken English? With a domestic call center like TeleDirect, your customers can be sure that there will be no language barriers. They will be able to get through a conversation swiftly and get clear solutions to their issues.

You’re keeping jobs on American soil.

In a time of high unemployment, every job that stays in our country is extremely important. Using a domestic call center keeps jobs in this country and is a sign that you are doing your best to help the American economy.

They’re more personal.

Most overseas call centers are extremely large, and the prevailing mentality in such a workplace can be a very “clock in, clock out” mindset. Domestic call centers like TeleDirect feature more of a small office environment, which provides more opportunities for employees to build relationships with each other and with customers. This in turn creates a better working atmosphere, so your callers will be speaking to an enthusiastic CSR, rather than a disgruntled one.

That “close to home” feeling.

Perhaps most simply of all, it’s just comforting knowing that you are speaking to someone who is close to home. There is a part of our minds that enjoys knowing we’re speaking to someone who is likely to have had a similar life experience, a more similar way of thinking and basically, someone you can relate to. Domestic call centers offer that “close to home,” relatable feeling.

TeleDirect offers first-class customer service call centers with that personal touch your business is looking for. Contact us today, www.TeleDirect.com, for more information on what our business can offer yours!

Provide the Best Customer Service for Your Customers

First impressions are key. This phrase is uttered over and over again in reference to many different situations, whether it’s a business transaction or a first date, but in every situation it is absolutely correct. Many times, customer service representatives are the first line of contact that your business offers, and a negative experience for the customer could mean a loss of business for you.

Providing good customer service should be fairly intuitive, but you may be surprised at how many businesses fail to follow a simple set of guidelines that ensures a great customer experience. At TeleDirect, we know what it means to offer the best in service at our call center, which is why we're providing the following tips for you:

• Make sure the phone is answered. Always ensure that a caller ends up speaking to an actual person. Work with a call center or get call forwarding if you need to, but make sure your customers don’t wind up speaking to machines.
• Only make promises you know you can keep. Lying or exaggerating will get you nowhere. Your customers want to be able to rely on you, and the only way you can prove your reliability is by keeping every promise you make.
• Listen! Let your customer get out everything they need to say without making any interruptions, and most importantly, pay attention. Your customers should never have to repeat themselves. Even if the customer is calling to complain, follow these same guidelines, as showing your frustration about their complaint is only going to further frustrate the customer.
• Be both courteous and helpful. Always speak formally and politely, as it reflects well on your business. Knowledge is also important. You and your customer service staff should be well prepared to answer a wide range of questions. If for some reason you don’t know the answer to a question, admit this and politely point them to where they can find the answer or offer to research the answer and get back to them.
• Go beyond what’s expected. People always like to feel as though they’re receiving special treatment. Whether it’s a sincere thank you or smile, a coupon for a future discount or any additional information, your customers will appreciate you more when you do more for them.

 

By following these simple guidelines, you can ensure that your business will provide a high level of customer service. Always remember that a satisfied customer means more return business, particularly when it comes to your call center!

To learn more great customer service tips, work with the professionals at TeleDirect Call Centers today.

How We Evaluate Our CSRs

By now you’ve probably heard quite a bit about the excellent software and technology that makes TeleDirect Call Centers truly special, but the real secret to our success is professional, friendly and efficient service offered by our customer service representatives (CSRs). Our CSRs are thoroughly trained to provide the finest customer care and are evaluated every two weeks so that we know they are doing the finest work possible to help your business and its call center needs.

These bimonthly evaluations, which happen face-to-face between CSRs and team leaders, focus on all metrics of service success. These meetings have a very positive impact on our attrition rate, which currently stands at 12 percent, an outstanding number considering the industry average is 30 percent. Since our employees know how they’re performing in real time, they’re able to quickly remedy any performance problems they might have.

Much of our evaluation process is done on an online dashboard, which provides a forum for training, coaching, feedback, and statistical analysis. Statistics that can be tracked include employee attendance, quality score, personal efficiency, break time, and lead percentage. All of these areas are discussed during the bimonthly evaluation meetings, and any areas that need improvement will become the subject of action plans that the leader and CSR agree on to help accomplish personal goals. 

While most call centers expect supervisors to spend 75 percent of their time on paperwork and 25 percent of their time on coaching, TeleDirect believes those numbers should be reversed. As our administrative tools allow paperwork to be completed quickly, our supervisors are able to spend more time personally instructing our CSRs. 

When the evaluation forms are completed, team leaders are able to use our efficient online dashboard to mark whether the CSR is meeting expectations in each individual area, whether they suggest action plans for improvement and whether the CSR is below, meeting or exceeding overall expectations. Warnings can also be attached to the evaluation form if necessary. 

Once these evaluation forms are completed, the meeting between the team leader and the CSR takes place. The CSR and supervisor then go over the evaluation form and any action plans for improvement. 

This constant coaching method is key to TeleDirect’s success as a call center and is how we are able to offer the highest quality of customer service. When you work with TeleDirect, you can be assured that our CSRs have not only received standard introductory training, but are being coached on a constant basis to maintain a high level of performance.

IPE: On-Demand Project Management

TeleDirect Call Centers has been redefining the way business gets accomplished for years now, using a variety of different tools to do so. One of our most notable software items is Instant Project Expert (IPE), a revolutionary, on-demand project management software. For anyone looking to make his or her business operations more streamlined, IPE is a must-have item. By using it you will be able to manage your internal projects with greater organization and efficiency than ever before!  

Once you begin using IPE in conjunction with your call center, the first step is to load all of your new users by adding each user to IPE and then waiting for them to accept the emailed invitation. Once these invitations are accepted, the new user will create his or her account and see the task(s) that you have assigned for them to complete. 

As time progresses and due dates approach, a built-in reminder system makes sure that the users are reminded to complete these tasks. The reminder system can also be used for meetings, events or any other reminders not attached to a specific task. Email reminders are sent to all participating users on the morning that any reminder or event has been scheduled.

The reminder system isn’t the only advantage that comes with using IPE. The software also contains a grading system that is programmed to keep track of whether or not users are completing their tasks in the allotted time. This system only begins once a user’s work has been published, so it is recommended that all users take advantage of the “brainstorming mode” while working on their projects. This mode allows multiple users to work on a project together before it is turned in. 

Once all users working on the project have given the OK, the project can be published directly from brainstorming mode. Once it is published, however, it can never return to brainstorming mode, so caution should be exercised when deciding whether or not to publish.

IPE can even be used for note taking during meetings. You’ll be able to mark down due dates or set goals quickly and easily, making your meetings more productive. It's a whole new way to work with your call center!

If you’re interested in what else IPE can do for you, TeleDirect Call Centers is ready and more than willing to answer your questions. Contact us today at TeleDirect.com!

Sales Closing Tips from TeleDirect

 

Imagine you’re on a sales call and things seem to be going well, when suddenly the time comes to close the deal. Don’t panic! While closing a sale may at times be the most difficult portion of a call and may create a fair amount of unease for the caller, there are several tips you can keep in mind to help you successfully close your sale. Here are some key pointers to fall back on the next time you encounter a sale-closing situation:

• Pay attention to the other person’s emotions. If their words indicate negative feelings, now is not the time to close. If you do, you run the risk of annoying or even angering them. This could cause you to lose their business in the future.
• Silence can be golden. In the right situations, keeping quiet will help you close a sale. It’s always important to listen to what your potential customer has to say. If you keep talking, you may be shutting out their opportunity to say “yes.” Ask your questions and then stay quiet; silence will encourage them to respond.
• Don’t over-close. Some callers occasionally get a bit too eager after they have actually closed a sale and will keep talking until their customer backs out of the deal. Once they have said “yes,” you no longer have to sell them on your service. Thank them politely and wrap up the call, because you now have their business.
• Don’t fear rejection. You will hear the word “no” a lot; it’s just in the nature of sales calls. Don’t be afraid of rejection, or take it personally. It’s simply a reflection of that customer’s needs and certainly not a comment about you as a person. Sometimes your product or service just isn’t the right fit for the potential customer you’re calling.
• “No” doesn’t mean “never.” Just because there’s no sale today doesn’t necessarily mean that there won’t be one in the future. If a potential customer expresses interest but is not quite ready to make a commitment, that’s fine. You can continue to nurture the relationship with future calls and ease them into feeling comfortable enough to make a deal later on.
• Remember the “ABC” rule. ABC in this case stands for “Always Be Closing.” You are always working for a close. This doesn’t mean you should bombard your potential customer, but simply that you should always keep your end goal in mind.

Sales calls are not always easy or pleasant, but by keeping these tips in mind you will certainly make them less of a burden on yourself. Remember these pointers for your next call, and good luck! For more great sales tips or for information on call center services, contact TeleDirect today.