Call Center Confidence

Why don't companies build better training programs for their staff, and for their leaders?

In this episode, Oliver and Jason talk about how training programs can help your sales team achieve success.

One of the biggest things where companies fail to build scalable training programs is when they put somebody in that role and they rely on that person alone to do everything.

Learn more about the importance of training, some challenges that companies face, and what are the solutions to them.

Why do sales leaders get bogged down in things that may or may not be helpful for their sales teams?

When companies have too much data that nobody knows really where to start, you won't really know where to focus your time and energy. One of the big keys for managers or leaders who feel like they're bogged down in too much detail is understanding what are the key performance indicators.

In this episode, Oliver and Jason talk about what keeps sales leaders bogged down in the details, and of course a lot of helpful tips to get over them.

Learn more about how to overcome the overwhelming challenges sales leaders face, and scale together with your team!

Why aren't sales teams good at recruiting? What are some of the big recruitment issues?

One of the issues is that organizations try to hire people that are just like them, hoping that person knows what to do and will come pretty much ready to be the best.

In this episode, Oliver and I talk about why sales teams can't fill or recruit the positions with the right people.

Learn more about recruitment challenges, how to resolve the issues, and a lot more helpful tips for your team!

Why do sales teams have so much turnover? Why causes your team to have a low morale?

If everybody else is churning around, morale sweeps through like wildfire. When you're looking at people burning out, it always has that negative atmosphere, and negativity breeds negativity.

In this episode, Oliver and Jason talk about continue to talk about why sales teams have so much turnover.

Learn more about keeping your employees, addressing turnover issues, and motivating your team.

Why do sales leaders fail? Where do they struggle?

When we talk about failing, we talk about not supporting their team, not doing their job effectively, or not having the capability to do so. When this happens, it will affect the business, and ultimately the revenue.

In this episode, Oliver and Jason talk about the reasons sales leaders fail, and what can you do to address it.

Learn more as we come to great discussion about leadership, and we'll bring you great tips that can help you improve.

Why do some call centers not do leadership training? What impact can it bring to the company?

This episode will bring you to the leadership role, which is related to the previous episode's topic of why are employees these days harder to manage. It is not always the leader who is solely responsible, but more the training supplied, which is not adequate.

In this episode, Oliver and Jason talk about things that make an effective leader.

Learn more about the importance of leadership training and more tips that will surely help you with your leadership role.

Why are employees today more difficult to manage? What are some of the contributing factors?

The most amazing technology, leads, sales process could mean nothing if you don't have the operations side worked out. It's coming from somewhere in the leadership side if you're having all these people issues.

In this episode, Oliver and Jason talk about managing employees. Specifically, why is it harder to do so these days.

Learn more about effectively managing people, and understanding the root of leadership challenges.

'Tis the season....

for an End of Year Sales Management Episode.

That time of year when:
* You should take stock of what happened this year
* Your customers might be starting to check out (not respond, distracted by the holidays, lack urgency)
* Your reps might be starting to check out (distracted, tired, wanting to work less hard)
* You need to figure out what needs to be done to kick off the new year right

We will talk about our experiences with managing a call center team during this last month of the year, and how to set your team up for success!

We found an article, written in 2013 about the Top 7 Inside Sales biggest challenges.

Surely there are some challenges that have changed since then (consumer buying habits, marketing channels, technology, a pandemic, etc.).

And of course, there are some challenges that have been plaguing sales teams and sales leaders for a long time, and don't show any signs of universally going away.

If you run a call center, inside sales team - check out our show this week

Part 2 (Continuing where we left off last week)

Taking inspiration from a list of questions that every sales/revenue ops leader should have (hopefully good) answers to, we wanted to have a chat focused on leadership.

If you are in a sales leadership role (or manage someone who is...meaning you are the CEO/Founder/President) - then check out Episode 26 live as we go through the common questions you should be able to answer.

And, if you haven't already - go to https://lnkd.in/gcw26ub and register to get calendar reminders/alerts/updates for when we go live each week.

Want to join us on the virtual stage? Have some industry expertice to share? Run a call center and want to talk about your adventures to get where you are today? Visit calendly.com/callcenterconfidence.com to sign up

Taking inspiration from a list of questions that every sales/revenue ops leader should have (hopefully good) answers to, we wanted to have a chat focused on leadership.

If you are in a sales leadership role (or manage someone who is...meaning you are the CEO/Founder/President) - then check out Episode 26 live as we go through the common questions you should be able to answer.

And, if you haven't already - go to www.callcenterconfidence.com and register to get calendar reminders/alerts/updates for when we go live each week.

Ever thought

"What could I outsource?"

"What should I outsource?"

"When should I start outsourcing?"

"What should my outsourcing partner be doing for me?"

If so - you are in luck!

Those questions will be the start of the conversation on this week's Call Center Confidence.

Last week, Oliver and special guest Fred Stacey had a great conversation about why companies outsource/offshore.

Jason is back, and he and Oliver will continue with that topic.

If you are unsure why you would want to outsource, or if you are doing it now but aren't sure if you winning - set your alarm, calendar, Alexa, smart watch, or any other thing you have to tune in at 1 pm EST, 10 am PST, 6 pm GMT this Wednesday.

The future of our call centers is changing.

If you don’t keep up, there is a good chance you could be left behind.


Now more than ever the BPO industry is booming with call centre services being migrated overseas


Onshore

Nearshore

Offshore



You name it!


So why is this happening?

Are companies trying to cut their costs?

Is the workforce better?

Do the senior members for the team want to travel more?


To find out the answers to these questions and more join & as they unpack the outsourcing industry and talk about the pros & cons of moving your call centre to a new location.

Why Change?

Why not Change?

How can you help your team see Change as a "positive"?

We will continue the discussion we started about Change last week

(In reality, we just didn't want to Change topics for the week :)

There is no such thing as "stable"

Stability...and that as a goal ("Can't wait until things are stable, and stop changing") is a fallacy.

You are either growing or dying.

What does this have to do with call center leadership and effective, scalable sales operations?

EVERYTHING!

If you have lead any kind of sales/call center team, then you know that parts of the process, the technology and tools, and even the product being sold will change.

As I used to tell everyone during the interview process: Change is a constant.

This week, we will talk about Change...and...humans...and why that can be difficult to deal with.

And of course, we will share our experiences with ways to facilitate change in a way that the team embraces it.

And maybe even likes it!

If you want to win with your call center/sales team - then it's time to win at changing!