Vampires Bite but Phones Don’t [Cold Calling Tips]

Written by Bryan Overcash on October 31, 2011

At GCS, we staff hundreds of people who love to talk on the phone. They are eager to come to work and genuinely enjoy having conversations with the customers of our satisfied clients all day long. In fact, when you ask many of them why they like what they do, the generally answer by saying “Because

Facing Adversity Head On

Written by Bryan Overcash on September 23, 2011

At GCS, we’ve had our share of adversity this year. We’ve all felt it. But, what’s interesting is how we’ve all responded. There are many different responses to adversity. Unfortunately, most of them are negative: Denial—pretending nothing happened Anger—blaming others for what happened Giving Up—running from the problem, usually by quitting Depression—feeling sorry for oneself But,

GCS is Ten! (A Brief History)

Written by Bryan Overcash on July 28, 2011

What were you doing 10 years ago this week? Some folks were working, while others were in college, high school or maybe even grade school. A select few of us were witnessing the creation of GCS. On July 30th, 2001, GCS legally organized. It would be December before we began making calls, but things were beginning to move. The

The American Teleservices Association (ATA) Helps our Industry Grow through Advocacy, Education & Networking

Written by Bryan Overcash on March 22, 2011

I was fortunate enough to attend the American Teleservices Association (ATA) National Convention in Phoenix last week. The allure of early March in Phoenix was apparently just the prescription for many of us from the Mid-Atlantic, Northeast and Midwest. And, while the weather didn’t disappoint, neither did the real reasons for attending the ATA National

National Letter Writing Week – January 9 – January 16, 2011

Written by Bryan Overcash on January 11, 2011

Did you know that this week is NATIONAL LETTER WRITING WEEK? Yeah, me neither.  But what a fantastic week. In an age where everything is instant… text message, email, IM, etc;  we have all come to value anything handwritten that pops up in our ‘snail’-mailbox. I open items that appear hand written before I even finish

Healthcare Plan Change–Good for Contact Center Industry

Written by Bryan Overcash on November 30, 2010

The Wall Street Journal (WSJ) reported last Tuesday (11/23/10) that the Obama administration has reconsidered rules regarding certain provisions of the healthcare plan passed earlier this year. Of particular interest to contact center associates is the newly proposed modification regarding low premium policies that provide limited payments for medical costs. These so-called “limited medical plans”

The Stereotypes Aren’t True.

Written by Bryan Overcash on October 20, 2010
contact center consultants

Amie Jefferies has been working at GCS only a short while, but she’s learned quickly that GCS associates are not your typical telemarketer. “We aren’t pushy like the stereotypes people have of telemarketers.  We’re not over-the-top.  We don’t get yelled at a much as you would think.  And it only takes one good call to

Listening isn’t the same as waiting for your turn to talk.

Written by Bryan Overcash on October 6, 2010
veterans day

I was doing some research on presentation styles the other day and ran across something that reminded me of this maxim: Listening isn’t the same as waiting for your turn to talk. I think we’ve all done it.  Sat there and listened to someone talk with our eyes wandering around, drumming our fingers or twiddling