The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here's a 9-step plan for effectively coaching call center agent phone calls:
1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon's calls, but is not necessarily reflective of their typical performance.
2. Review the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and identify 1 –2 opportunities for performance improvement.
3. Play one tape and let your employee listen. During the playing of the tape, you do not need to respond.
4. Have your employee respond to the tape. After the tape is played, ask your employee to respond. Most employees will be overly self-critical. Your employee will likely note many opportunities for improvement and struggle to articulate what they've done well.
5. Coach the call. Use the "sandwich" approach. Tell your employee what s/he did well, followed by constructive feedback, and then end with positive feedback. When offering constructive feedback, share only one opportunity for improvement. The employee has likely observed and stated several improvement opportunities so there is no need to bring these up again Try to mention one thin g the employee did not bring up and offer this as your constructive feedback.
6. Gain commitment for performance improvement. Ask the employee, "What specific steps will you take over the next 5 days to improve in this area?" Write down what the employee states and repeat it to her. Summarize the session by reiterating strengths and offering a vote of confidence that she can improve in the identified area.
7. Repeat steps 2 – 6 with a second and perhaps third tape if necessary. The point of numerous recording is that an employee may respond defensively stating that was just a "bad" call. If that is the response, you may choose to review a second or third tape.
8. Follow-up before the next agent coaching session. Check with your employee in between coaching sessions to keep the commitment top of mind. You can touch base with your employee via email or a personal conversation.
9. Discuss improvement in next coaching session. Before listening to calls in the next coaching session, ask your employee how she's progressing toward the goal of the last session. Look for improvement on calls reviewed in this session.
This 9-step call center agent coaching model is simple, clear and it both praises employees and offers support for improvement opportunities.
When you follow this 9-step process, you will set clear performance expectations, coach effectively and consistently and at the same time you will be motivating your employees.
2011/07/19
Build Your Mailing List Or Die
Is having a mailing list really all that important?
You bet it is. Without a mailing list you are at the mercy of the search engines and their ever changing regulations. Don't get me wrong, doing your SEO is vital to your business but it's not the end of the story.
If you don't have a mailing list, your online business, once it gets off the ground, will eventually die. You can not sustain business without a customer base. Online or offline, repeat customers are the backbone of any business. It's even more important online because the competition is greater and they probably have a list.
Your list is your best form of advertisement. The people who are on your list have been to your site and have an interest in your topic. You will have to remind them on a regular basis that your site is a place they like to visit.
Don't bookmarks and favorites lists work the same way?
Not even close.
What happens when you get information about the most exciting piece of software ever created? You join the affiliate program to promote the software and add a link to your website Now you have to hope someone will find it and click on it. Of course, there is a lot of other information on your website so the likely hood of every one who comes to your site seeing that fantastic offer is pretty slim.
Let's go even one step further. Lets say the super software is very cheap right now but the price is going up in a week. Now you add this information to your website and have to remember to go back and change it in a week to reflect the new price. If you forget to do this, you are going to get a lot of angry emails when your visitors buy the software and pay a lot more than you were advertising.
OK, do you can see where you are going to have problems actually getting any sales from the super software?
Now, let's go back to the first moment you heard about the super software and the fantastic price. You join the affiliate program and immediately send a notice about this great offer out to your list.
The people on your list get an email. They open the email and see one offer. A super special offer with an unbeatable price. They don't see any other interesting information that may distract them. They see your offer and nothing else. They are totally focused on what you have presented to them. You tell them that this offer has a special price and they will have to act fast or pay more later.
Out of all the people who open your email, how many do you think are going to see this offer? 100% right? Of course. There isn't anything else to see. You have just raised your profit potential by a huge margin.
Can you see how you are losing money by only having your website and not having a list? It's pretty obvious isn't it? So, we're all in agreement, you do need a list.
How do you get this list?
First I want to tell you what you don't do. You don't go out and buy a safe list from some email address collector. These people don't want your email and you will be reported for spamming. You will have to build your list from people who are interested in your business.
Ask yourself this... who is interested in what you have to offer? The people who come to your website right? Yes! These people found your website by either doing a search in the search engines or were told about you from another site or a friend. In any case, they came to your site because you have the type of information that they are interested in.
While they are there, offer them the opportunity to join your mailing list. Have a sign up form on every page in a very prominent place. Tell your visitors that you will send them valuable information when it is available in exchange for their name and email address.
Some people think you should offer a free incentive to get people to join your list. There is a lot of controversy on this subject. You will have to decide what is right for you.
The only thing I offer people for joining my lists is future information and offers. The people who join most of my lists know I am going to try to sell them something so when they see an email from me, they aren't surprised when I ask them to get their credit card.
Be honest right from the start. Don't make your list joiners think they are on a list of freebies if you are planning on selling them products. They will quit the list as soon as you send your first offer. Trying to trick people to join your list will leave you with a bunch of angry subscribers and no sales.
If your website looks professional and you have valid information on your site, people will want to hear from you again. They will gladly join your list so they won't miss the great information you have to offer.
Treat your business like a business, not a scam, and you will prosper.
Now go build your list before you lose any more money.
You bet it is. Without a mailing list you are at the mercy of the search engines and their ever changing regulations. Don't get me wrong, doing your SEO is vital to your business but it's not the end of the story.
If you don't have a mailing list, your online business, once it gets off the ground, will eventually die. You can not sustain business without a customer base. Online or offline, repeat customers are the backbone of any business. It's even more important online because the competition is greater and they probably have a list.
Your list is your best form of advertisement. The people who are on your list have been to your site and have an interest in your topic. You will have to remind them on a regular basis that your site is a place they like to visit.
Don't bookmarks and favorites lists work the same way?
Not even close.
What happens when you get information about the most exciting piece of software ever created? You join the affiliate program to promote the software and add a link to your website Now you have to hope someone will find it and click on it. Of course, there is a lot of other information on your website so the likely hood of every one who comes to your site seeing that fantastic offer is pretty slim.
Let's go even one step further. Lets say the super software is very cheap right now but the price is going up in a week. Now you add this information to your website and have to remember to go back and change it in a week to reflect the new price. If you forget to do this, you are going to get a lot of angry emails when your visitors buy the software and pay a lot more than you were advertising.
OK, do you can see where you are going to have problems actually getting any sales from the super software?
Now, let's go back to the first moment you heard about the super software and the fantastic price. You join the affiliate program and immediately send a notice about this great offer out to your list.
The people on your list get an email. They open the email and see one offer. A super special offer with an unbeatable price. They don't see any other interesting information that may distract them. They see your offer and nothing else. They are totally focused on what you have presented to them. You tell them that this offer has a special price and they will have to act fast or pay more later.
Out of all the people who open your email, how many do you think are going to see this offer? 100% right? Of course. There isn't anything else to see. You have just raised your profit potential by a huge margin.
Can you see how you are losing money by only having your website and not having a list? It's pretty obvious isn't it? So, we're all in agreement, you do need a list.
How do you get this list?
First I want to tell you what you don't do. You don't go out and buy a safe list from some email address collector. These people don't want your email and you will be reported for spamming. You will have to build your list from people who are interested in your business.
Ask yourself this... who is interested in what you have to offer? The people who come to your website right? Yes! These people found your website by either doing a search in the search engines or were told about you from another site or a friend. In any case, they came to your site because you have the type of information that they are interested in.
While they are there, offer them the opportunity to join your mailing list. Have a sign up form on every page in a very prominent place. Tell your visitors that you will send them valuable information when it is available in exchange for their name and email address.
Some people think you should offer a free incentive to get people to join your list. There is a lot of controversy on this subject. You will have to decide what is right for you.
The only thing I offer people for joining my lists is future information and offers. The people who join most of my lists know I am going to try to sell them something so when they see an email from me, they aren't surprised when I ask them to get their credit card.
Be honest right from the start. Don't make your list joiners think they are on a list of freebies if you are planning on selling them products. They will quit the list as soon as you send your first offer. Trying to trick people to join your list will leave you with a bunch of angry subscribers and no sales.
If your website looks professional and you have valid information on your site, people will want to hear from you again. They will gladly join your list so they won't miss the great information you have to offer.
Treat your business like a business, not a scam, and you will prosper.
Now go build your list before you lose any more money.
2011/07/04
Remain a Professional Even When You are Being Laid Off
So you're hearing rumors around work about downsizing and lay-offs within the company. While your first reaction may be to start helping yourself to office supplies- DON'T. At this point, you're not even sure if it's you going to be laid off, and this could give your boss a reason to include you on the Pink Slip List.
Now, more than ever, it's important for you to stay focused and continue to act like the professional you are. Even though you may fantasize about it, now is not the time to march into the office and tell your boss what you really think of him or her. Chances are you'll need the reference, so now is the time to really suck up. Just kidding, but keep your opinions to yourself and continue to do your best work. You'll need the reference when you're gone, and you want it to be a good one. Depending on the circumstances, you may be asked to work for your former employer as an outside consultant, but if you've burned this bridge it's a sure thing you won't.
Avoid the impulse to make it obvious during your working time that you're updating your resume or calling a headhunter. It's very important for you to begin networking and spread the word you're looking for another job, but be careful about it. Again, you may not be one of those being downsized, but if your boss gets word you're looking elsewhere he will stop considering you to be a loyal employee.
Now is the time to discreetly begin to clean up your desk. It's a matter of security now that as soon as an employee is let go they are followed back to their office and watched as they clean out their desk. So, if you have any personal files in your desk or on your computer, start copying and erasing them. You don't want to be doing this while Big Brother is hovering by to make sure you don't steal any pencils before you go.
While I've been making light of the situation in this article, being laid off IS a very stressful time for you, your fellow employees and your boss. Unless he has a personality like Tony Soprano, most bosses hate to have to look you in the eye and tell you that you're fired. It's the worst part of being the boss.
In the future you will probably look back on this and be glad it happened even though it doesn't seem so right now. Maybe this is the perfect time to start that business you've been thinking about, learn that new skill, or go after that dream job you always wanted.
Now, more than ever, it's important for you to stay focused and continue to act like the professional you are. Even though you may fantasize about it, now is not the time to march into the office and tell your boss what you really think of him or her. Chances are you'll need the reference, so now is the time to really suck up. Just kidding, but keep your opinions to yourself and continue to do your best work. You'll need the reference when you're gone, and you want it to be a good one. Depending on the circumstances, you may be asked to work for your former employer as an outside consultant, but if you've burned this bridge it's a sure thing you won't.
Avoid the impulse to make it obvious during your working time that you're updating your resume or calling a headhunter. It's very important for you to begin networking and spread the word you're looking for another job, but be careful about it. Again, you may not be one of those being downsized, but if your boss gets word you're looking elsewhere he will stop considering you to be a loyal employee.
Now is the time to discreetly begin to clean up your desk. It's a matter of security now that as soon as an employee is let go they are followed back to their office and watched as they clean out their desk. So, if you have any personal files in your desk or on your computer, start copying and erasing them. You don't want to be doing this while Big Brother is hovering by to make sure you don't steal any pencils before you go.
While I've been making light of the situation in this article, being laid off IS a very stressful time for you, your fellow employees and your boss. Unless he has a personality like Tony Soprano, most bosses hate to have to look you in the eye and tell you that you're fired. It's the worst part of being the boss.
In the future you will probably look back on this and be glad it happened even though it doesn't seem so right now. Maybe this is the perfect time to start that business you've been thinking about, learn that new skill, or go after that dream job you always wanted.
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