Think about your business. It always seems like there is some way you can improve it, and there most often always is. As a business owner or the one who makes the decisions for your business, you certainly should always be looking for ways to improve. This is certainly the best way to make sure you can keep a leg up on the competition. One thing that you need to do is imagine your business with an answering service. You need to think about what your business can gain from such a service so that you can see how it would be such an improvement for you to make.
Upbeat Outlook – Working in a call centers near Tijuana, Baja California can be very stressful. It helps if you try to maintain a positive attitude. Sometimes, even the most difficult customer will come around when you’re able to remain calm, upbeat, and focused. It is very easy to get into a negative mindset, especially if those around you are already burned out. This makes the workday very long and increases your stress level.
Ah, I hear many of you saying, but what about laptops? True, laptops today are more about package design and the engineering far more complex. Still, 90% of all laptops are currently made by a half dozen companies in China, and there is no reason Average Joe couldn’t slap on his uber-cool branding and start marketing them alongside HP and Dell.
However, life has come full circle for me. I am now working in the same building, with one important difference. Just as I did before, I am sitting at a computer in a little cubicle. The difference is that this time I do not have to answer the phone. I will only be doing data entry work, which delights me to no end.
After all, what makes HP and Dell so unique? Take either system apart and you will see nothing different than Average Joe’s PC…other than a slight price advantage, since HP and Dell purchase and distribute in gargantuan quantities. And oh yes, Dell and HP can offer far more custom configurations with memory and storage than Average Joe can…but is it truly important in an age where 90% of people’s computing cycles are completed online?
3) The owner is “hiding behind the website.” Web surfers are skeptical and distrusting. You need to let them know that there is a real person behind the site. Give them contact information, show them your photo, and even let them hear you. You can easily add audio or video to your website, and allow it to “touch” your visitor on such a deeper level. When people hear your voice or see you talking, and get to watch your body language, you communicate so much more effectively than just the written word.
Everyone has heard of a friend that buys a car and from day one has trouble with it. Trips to the dealership do not help. They cannot find anything wrong or make repairs that hold a few weeks or months and it happens again. This makes you afraid your warranty will run out and you will be stuck with the car. These are called lemons because they leave a bitter taste. Many states have what is called a lemon law. The repairs for the same time within a given period gets you a new vehicle. Of course, it still has to be in warranty.
The last part of leadership on the call center deals with the actual interactions with their team members. This is a very interesting dynamic. Remember, authority can never be given, it must be earned. Great reps will not listen to a supervisor just because they said so. There must be a mutual TRUST that is earned over time. We must help our supervisor to be ready to take on this role before they go to manage people. That’s why I hate blind promotions of reps to supervisory roles without going through training.