We have been spending a lot of time at PhoneSmart working on call quality. We realize that a great call is all we have to offer to our clients and to the people we talk to. What used to constitute a great call no longer applies. This latest economic downturn has caused the people we talk with to be a lot more stressed out, a lot grumpier and a lot more finicky.
I attended several meetings this week where our senior staff people were hashing out the latest tweaks to our new style guidelines, new evaluation processes and new training and coaching protocols. I was very proud to see how the team clearly knew the desired outcome and clearly knew how we were getting there. There was healthy debate and generous disagreement. This is all good. What I have been hearing on spot checks of phone calls is very good, too. The callers are responding well, the reps are feeling better about calls and the conversion rates are rising. Sounds like a win-win-win.
This gives me more great stories to tell for the next time I appear as a business speaker and tell people that they can create a selling culture.
