We are starting to notice a definite pattern here at Prizm, which is that each month is busier than the one before it! February was no exception, as Prizm staff were booked solid both inside and outside of the office. Here are a few examples of what we got up to this month!
Prizm staff attended a lighthouse labs “speed dating” event (don’t worry – it’s not what you think!) where they met some fantastic iOS developers interested in potentially working at Prizm.
Prizm Co-Founder Karina and our new Content Writer and Social Media Whiz Arielle attended an awesome workshop on mastering the in’s and out’s of social media.
Prizm President and Co-Founder Karina Hayat was also excited to attend the Forum for Women Entrepreneurs Gala this month. As a frequent champion for women’s rights, it was a fantastic opportunity to get out and celebrate other successful female entrepreneurs!
Finally, and most importantly, we could not be more thrilled to celebrate the three-year anniversary of one of Prizm’s longest serving staff members, Raluca Vetrici. Over the last three years, Raluca has championed a number of different initiatives at Prizm, handling each and every one with determination, grace, and kindness. We are so proud of Raluca and thankful to have her as part of the family. Congratulations Raluca!
Looking ahead, March is already shaping up to be our busiest month yet (imagine that!) as Prizm was just named to the 2015 Rocket Builders “Ready to Rocket” list of tech companies with the biggest potential for growth.
If that’s not enough, Prizm co-founder Karina spoke at BCTIA’s six:forty event, where she discussed Prizm, parenting, and everything between – all in six minutes and forty seconds.
Last but not least, Prizm was at LeadsCon Las Vegas on March 3rd and 4th. We cannot wait to share about our experience at the top industry event!
That’s it for this month! We can’t wait to see what else March has in store!
Dialing in on Good Management: How to Optimize Your Call Center
“Hi there, I’m calling from Company ABC and I was hoping for just a moment of your time.”
If we’ve heard it once, we’ve heard it a thousand times. It’s 2015, and in the age of free cruises (!!!) and being left money from mysterious princes, people are more skeptical than ever when it comes to telemarketing.
For call center managers, this makes it even more difficult when it comes to engaging employees and customers alike. This month, we are going to review five key tips for managing your call center and optimizing its productivity.
1. Thorough Training
The golden rule of telemarketing is that you are only as good as your callers, and that starts with good training. Having an intensive and comprehensive training program in place for new hires is one thing, but where many call operations go wrong is failing to provide continuous training.
It’s easy for scripts and routines to get stale, and providing regular opportunities for training and development allows staff to address potential issues, identify best practices, and grow as a team.
A greater emphasis on training is also a great way to highlight sales leaders and use them to build mentorship relationships with your lowest performing employees.
2. Protect Your Productivity
As the boss, it is your job to drive the energy of the call center, keep your employees happy, and ultimately keep productivity high. This is where you need to get creative.
While there is no winning combination of perks, breaks, and rewards that works for everyone – knowing your team and your center will allow you to implement some inventive incentives that will keep employees well-being (and productivity!) high.
Need proof? One call center in the U.S. went as far as building a “Power Nap Room” where employees can get twenty minutes of shut-eye to rest, recharge, and feel rejuvenated all without leaving the office.
3. Check the “Chain”
…and by that, we mean the supply chain. As a manager, it is important to be able to assess if your center has the right number of employees to match the volume of calls. Too few employees and you will miss out on a ton of valuable leads, too many and your center is going to struggle to turn a profit.
While this might seem obvious, not being able to find this delicate balance is a major causes of call center failures and closures. The solution? It’s simple. Be sure to spend time in your center and on your sales floor. You’ll quickly get a feel for how your staff is (or isn’t) able to manage the volume of calls coming through.
4. Play By The Rules
If you’re already running a call center, then I don’t need to remind you of the host of legislative compliance restrictions your center must abide by day in and day out.
In this industry, there are a fair share of moments where it can seem pretty appealing to disregard these policies and cut-corners, but let me tell you that it’s just not worth it.
Aside from severe penalties and fines, getting caught for not being compliant will do irreparable damage to your centers name and reputation. The bottom line? Maintaining integrity is a surefire way to keep clients happy and continue to grow your business.
5. Quality Over Quantity
If you’ve had success with your team throughout the first 4 tips, then chances are things are going pretty well. However, everyone knows that a big part about being in charge is ensuring that your call center delivers a quality product.
Monitoring the call quality of your staff is an absolute must for any call center manager. Whether it is tone, approach, or compliance with your script, it’s crucial to know that your clients are being properly and professionally representing your callers.
If there is a quality problem with one of your employees, don’t be so quick to pull a Donald Trump! Remember Tip #1 – and the idea that re-training is good training. If quality is beginning to slip, maybe it is time for a refresher course or new incentive to drive fresh energy into the campaign. You’ll be surprised at how quickly some of the low performers begin to rise up in the ranks!
Above all else, being a great call center manager is about being a great listener and knowing your 3 C’s. If you really know your clients, your callers, and your center, you are well on your way to running some very successful campaigns.
Interested in learning more about call centers? Contact Prizm Media today at [email protected] or by phone at (604) 326-0096.