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You cannot do it all. In almost every client presentation we are asked to provide a service that is NOT our core competency. GCS provides outsourced teleservices for customer sales, service and support (CSSS). Oftentimes there are fringe services that bolt on to CSSS and it makes sense to subcontract those activities through us. In these cases, we take on the role of Trusted Advisor.
In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client, collaboration is key.
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Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.
Are you having trouble deciding what your company should outsource? Here's one really quick way to decide.
Information from Openforum.com, originally posted on June 13, 2012
The tension and excitement in the air are palpable this morning after the supreme court's decision to uphold what many call "Obamacare". President Obama's landmark health care reform bill has a number of stipulations. Among the most discussed:
How do you feel when someone says the word “telemarketing?” Most people cringe a little inside. Why? Because it sounds negative.
One might think that the world of sports has little to nothing in common with the contact center industry but that is not true.
If you break it down, every decision you make every day is guided by the question "What's in it for me?" The answer is not always about what you will get, but about how you will feel. This is one reason sales people talk about selling benefits and advantages as opposed to features. Benefits and advantages get closer to answering the question, What's in it for me? Often by appealing directly to an emotion.
We all know that listening is a important skill. Both personally and professionally, being a good listener can make or break your success. Here are 4 tips, originally described by Dr. Jerry Bell (http://www.bellleadership.com/) to amp up your listening skills and become an active listener.
Here are some tips in effectively engaging with potential customers in today's marketing environment. Initial dialogue and delivery techniques are crucial when engaging with a potential customer for the first time.
Got a problem? Give Pepa a call. :) Very handsome silver toy poodle wearing headset.
Sometimes when we offer real suggestions to others, they take it personally. They might not understand that you’re coming from a positive place. That is why you need to make sure the advice is part of a critique to make them better and not criticism to make them feel bad.
Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each channel.
When it comes to customer outreach, compliance is a serious matter.
I recently began a seminar series over at the local community college talking about online marketing. I've been working on websites and in the online marketing industry since 2003 and I've been working at GCS since July 2009. There has been a monumental shift in marketing with the rise of both social media sites and mobile technologies. The ways in which people communicate with each other have increased at a drastic rate. Remember when the only option was a telephone call or snail mail letter? Now you can tweet your messages, post on someone's wall, chat online or send an email.
Successful businesses lean into their differentiator to dominate the market. This is the thing that you do better than anyone else; it’s your core strength and competitive advantage. However, you can’t just focus on your strengths: your business needs to be a master in each phase of the operation.
Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations.
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 I love to talk.”
Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don't agree? Check out the video in this post.
As part of a project for my Masters course at Gonzaga University, I recently completed an audit on GCS’ current communication plan. This audit targeted several areas of communication at GCS including internal communication at our sites, a personal interview with a veteran manager and direct observation during meetings. Although I’d love to report that GCS is perfectly capable of delivering exceptional corporate communication across all levels, like most organizations, we do have strengths AND weaknesses.