Most sales calls in the call center world are cold calls.  Generally you’re calling a list of people that don’t expect your call, and generally don’t want your call.  In order to sell more by calling less you need to adjust your thinking and change your call list.  Here is how to do just that.
Seek [...]

Recently we talked about effective strategies to answer the phone, but wouldn’t you like to keep your callers on hold LESS so they don’t have to wait?  Here are a few quick tips that will help increase your average speed of answering calls (ASA).
1. Differentiate departments, but cross train.  If your operators work for specific [...]

Does call time matter? Should you sacrifice 10 seconds of call time and leave a customer partially satisfied? If you want to get to more customers (quantity) you are forced to sacrifice those final few moments with a customer (quality).
Maria Palma at the Customer Satisfaction blog says, “Perhaps part of the reason is [...]