It can be slightly intimidating walking along a calling floor. Teams of people in their own zone with their head-sets on and their faces fixed towards their screens.
The reality is that your customers with their real emotions and their thoughts on your brand/service are also
Ever felt like Ally McBeal dreaming of the big cartoon hammer knocking a less than reasonable client around the head? If you haven’t then you have been very lucky with the clients you have worked with.
Clients can be like naughty children and if their unreasonable
Demanding client seeks supplier for delivery and continual improvement. Must have GSOH, be keen to impress, have all the vital stats in place and…and..
….Clients have every right to be demanding. They have either recently been wowed by the promises outlined throughout the pitch process or have your competitors knocking on their door promising to deliver even more wow than they are getting. Not to mention the amount of
The sales people do their bit and over the wall comes a shiny new client full of expectations.
You’ve attended the chemistry / pitch sessions, you’ve read the proposal and you are deep into the project set up. Where though is the document that tells you
Make your vision very clear and your goal succinct
A strategy that has to be adopted by a work force of 10’s, 100’s or 1,000’s has to be effectively communicated and realistically executable. Once defined the goal needs to be broken down from any highfalutin grandeur
For almost 20 years very few people have known what a ‘call/contact centre’ is. Now when you’re in a pub and you say you work in a contact centre most people happily connect and say “oh like the one on that BBC Three programme?” I