What is a Call Center’s secret to motivation?

Gentlemen,

Thank you for your responses. Allow me a moment to address each comment:

Mr. Rozmaity,

You brought up an excellent point in regards to Incentive Based Compensation. That works extremely well with outbound campaigns and positive customer feedback from inbound campaigns.

If an employee works very hard and exceeds their expectations, they can earn better than a bank executive can. After my extensive training and focus on facilitating their on the job training as well, my team will be prepared to earn more than most call center jobs in Costa Rica.

Justin,

I handle both, inbound and outbound campaigns globally. My campaigns target more towards small to medium sized businesses. I shun away from 200-1000 seat accounts for the main reason of giving a disservice to my clients. The larger the call center, the less quality and morale is shown.

In regards to your dinner, the last thing that we want to do is disturb a dinner that you have taken the time to prepare and are looking forward to enjoy. At the beginning, we will ask if there is a better time to contact you, which number is best and what is your preferred method of communication. We show respect first, as a sign of good faith. You would be surprised how many people are willing to listen, but would like to take the time when it is most convenient for them.

The do not call list has made my industry better. Instead of investing our time and resources filtering lists, we can use our time to speak to a higher percentage of people that are willing to take our calls. In addition, most of the lists we use are an existing customer base or very well qualified so that the do not call list does not apply.

Thank you both for taking the time to read and respond to my topic. I wish you the best of luck in your business.

Richard

Mr. Rozmaity,

Thank you.

I would like to keep in touch so that we can help one another to make our industry that much better.

By the way, congratulations on your four promotions. I am sure that your supervisors saw your talent for the start and believed in you. That is why you hold your current position today.

Richard

Mr. Desamparado,

First, let me start by saying that you live in a beautiful country. Yes, the call center industry is booming there and I see much potential for you and your clients.

In regards to getting new clients, the best advice that I can share is to take very good care of your current clients and concentrate on all attempts to exceed their expectations. By doing so, you will receive referrals and build your reputation on quality.

In addition, try to sit down with call center managers and employees so you may ask them about their experience. Magazines and consultants may glorify certain areas or may inflate the truth. Get the first hand feedback so that you can learn what are the best methods to start a campaign and what is the secret in keeping the employees happy on the phone.

Finally, I will keep you in mind if I have any projects that require the services of a Philippine call center. I appreciate you taking the time to respond to my topic and find your enthusiasm impressive. The industry needs more people like you to raise employee morale.

Feel free to keep me updated on your advancement and if there is anything I can do to assist you.

Good luck.

Richard

Jennifer,

You're right, what a great movie. Still, Hollywood always knows how to put a spin on a subject and to make it a fun type of movie compared to a real life documentary.

I have been approached several times and have pondered the idea of starting a youtube series of videos that reflect the true lives of Costa Rican call center employees. Even though we work and live in paradise, the industry is not all fun and games. I have experienced moments when an agent makes a personal break through and really shines on the phone. There have been other moments when an agent gets pushed to the limit on a call and is overcome with grief and frustration. Telemarketers and customer service agents are human and have a strong need to be appreciated for their hard work. If I can show the world the bright side of call centers while exposing the reactions to difficult calls by frustrated clients, it may shed some light on who we are and maybe those that happen to speak to a call center agent, may do so with more empathy and understanding.

Finally, I have always extended an open invitation for those that would like to travel to Costa Rica and visit my call center. Everyone that has taken the opportunity have been impressed and made a few friends as well.

Richard

Theresa,

Thank you for your reply.

You have brought up a serious topic that has changed many businesses in the United States. The more we sink deeper into a recession, the more my phone rings. Fortunate for my business, but disturbing to today's small businesses.

I understand the reputation telemarketers have. Sure, they push, press and pitch. Yet, it is a means to an end for many companies. Depending on the campaign and list, we have experienced very good results when making calls and have made a huge difference to out client's bottom line.

Living in Costa Rica, I am concerned about the challenges facing my fellow North Americans these days. I have faith in the system and the strength that we will make it through these tough times.

I have been seen as taking jobs away. Yet, my view point is that I am saving companies form going broke. It is a double edge sword that I am willing to stand behind. If a CEO cannot rationalize 1 person for $20 an hour but can have two employees for $10 an hour including all benefits and no stress, it seems like a smart decision.

I like your point of view and wish you the best of luck in your business. With that open mind of yours, I am sure that you will go far and shine.

Best regards,

Richard