Maintaining a positive and upbeat attitude is vital to a call center’s success. Here are four changes to implement that will change the attitude in your call center.
As a leader, it is important to set this as a standard. Energy and positivity are contagious.
- Approach Each Call As a Blank Slate Any cold caller at some point will come across a disgruntled prospect. The caller must understand this has nothing to do with their efforts. The prospect may be having a bad day, may have recently heard some bad news, or some other reason. As unfortunate as that may be, it is not the fault of the cold caller that they caught someone at the wrong time. A good and effective cold caller, especially if they’re making a lot of dials, will come across this from time to time. The best thing they can do is politely apologize and excuse themselves from the conversation.
- Demeanor Comes Through the Phone
Any energy, whether positive or negative will always come through in someone’s tone. If negative, it can ruin the call before the caller even begins talking. The easiest trick is to smile and be yourself even if the person on the other end of the call cannot see you, they’ll hear your smile in your voice. This is one of the easiest ways to change the attitude in your call center.
- Results vs. Effectiveness Results are obviously important but being effective is critical. Being certain that the leader in a call center cares about the effectiveness of their team will go much further than someone who is focused on the number of appointments made.
- Collaboration Within Teams = Winning Take time out to collaborate with team members to see if anything is working more effectively; turn to your neighbor and ask:
- “What’s working for you”
- “Try this, this is what’s working for me”
- “Hey, heads up, I’m saying this and it’s not working but I changed my talk track to this, and it’s working great”