November 29, 2018
Imagine working in a call center, you know that overcrowded open workspace with a lot of sales agents wearing those ear sets, making everything they can to get a commission from a sale over the phone? Yeah, that’s the one.
Well as it seems there are 3 types of call-center that may look the same but think and act completely different. I don’t mean the way they talk to their potentials clients, I mean their method of calling those clients
Let’s review shall we…
The pen and paper
In the first type, you’re working in the most traditional way with the old and well-known pen and paper method. Remember that scene from the Wolf of wall street with all the stockbrokers holding the phone and calling leads one by one? well, that’s what I mean.
It’s basically coming into work and finding a list of people on a spreadsheet laid out on your desk and you are expected to make them all paying customers. Now, keep in mind you may have already spoken to some of these people and even made comments about the last call or actually even set up a call back with them. How should you decide who to call first? or even when to call? that person may be in an entirely different timezone
Good luck calculating when is the best time to call him back:)
Now when you are all set up and ready to go, you might think that each call you make would actually be answered each time and then you will be able to work your magic. Well, not really. You will probably be faced with calls that are busy, not answered, voicemails or have no signal due to being in an elevator or simply in an unreachable place. You as an agent need to recognize that and decide how long are you willing to wait for an answer. If by some miracle the person does, in fact, answer the call and is willing to engage with you and listen to what you have to offer then you need to write down on your sheet of paper what happened during the call and remember to call it back if it was busy, no answer, no signal or voicemail, since the lead is still someone interested in what you are selling.
Now, what if you are a manager in such call-center? You will find yourself making lists all day for your agents to call, run like a madman around your agents to see them calling, making notes, listening to them and most of all trusting them that they do a good and efficient work with no hard stone proof in sight.
Well, wait a sec… what if I’m working with the second type, the Click2Call, you can stop and ask me… that’s not traditional, you will state.
Let me tell you a secret, if you have a CRM then you will simply get a place to document your comments and a button next to your lead to press in order to call, with no CRM you don’t get even that, you basically upgraded the sheet of paper with the pen to a computer and a keyboard. Sorry to tell you, but the rest stays the same, the running around checking agents, the wasted time waiting for an actual human to talk with, calculating time zones…that’s not going away yet. You may have a CRM with a Click2Call extension, but other than that you are a traditional call center with a CRM. BTW, working as a manager in such call center is just like working in the first one.
So, after we established that the first two types may claim to be different are in the end the same, let’s look into the third type of call centers, the dialer using type…
The “machine gun”
In the third type, you suddenly have a leads machine gun, you will find yourself constantly getting calls and your quantity of called leads will soar into the sky. But, does it mean you get more converted leads? Not exactly. Quantity does not always equal quality.
What if your “Machine gun” has encountered a batch of busy, voicemails, no answer, no signal? you’ll find yourself staring at the wall, burning time or worse finding yourself talking with angry guys rudely woken to threaten to file a complaint, ouch. And hey, remember your promised callbacks? Good luck stopping the next shootout round of leads on time, in order to call your callback on the right time. Ohh and the issue with calculating time zone and remembering to try again the called already leads is still your responsibility, whether you an agent or manager.
Now, don’t give up on the dialer based call center just yet. Let’s add one simple word before the words “dialing system”, that we called “Machine gun” and see what it can do for you.
Let’s take that “Machine gun” and work some logic before it starts shooting.
Let me introduce you the “Smart dialing system”. A small word with a big meaning. A system that is built with the understanding of what you truly need and makes it happen.
From this moment on the system will make sure you always talk to an actual human and not just that, the agent that will talk to that human will the best one that can potentially convert that human into a paying customer.
As an agent, all you are expected to do is talk to the leads and work those sales skills. Then let’s do just that and leave all the hard work for the system to worry about while keeping your agents focused and efficient. No more paperwork, notes and who to call next and when the system will know to do it all for you.
It will call leads by set hours, so no longer waking up people. Have a callback? Well, don’t worry it will be dialed automatically once the set time has come, so just work your magic and worry about nothing else.
Now, as a manager, you can raise a red flag and say, how do I know that the system is smart? What happens to the leads that did not answer? Well, the answer is simple, you get to decide! Basically, each event such as an un-answered call can then be included in a simple ruling system that decides what happens next. Should this lead be assigned to a different group/agent maybe we should call him 2 hours later or maybe we should just move on.
The system is smart because you are the one setting it up, and who is to know your call center better than its manager?:)
You decide what country will be called and when, how many callbacks an agent is allowed to have and what happens to each lead according to the agent’s feedback inside the system, by setting and building your own unique Rules combined with unique dialing Filters and Skill-based routing, you can make the best lead-agent match, so that your killer agents will get the hottest leads only, bringing in those sweet sales, your call center so needs, and if you ever need to change a setting, it’s your system, so feel free to do so.
With the new smart dialing system you become the boss of your call center, and as a boss the running around days are over, because from now on you have a system that will document and monitor every word and action of your agents, no more trusting your gut or their word, it’s time for Reports and Live Monitoring from the comfy seat of your desk.
So you see, a small word but with so much potential and thousands of possibilities.
Shall we conclude?
We saw the three existing types of call centers and how they work, but with our ever-changing and competitive world, data is key and understanding data is what opens magic doors.
In order to be the best in the field, you must use the best there is in the dialing market and that’s a smart and adjustable dialing system that can make almost every wish you have come true.