Judy's and Sally's Blog

Good News: Blake Landau wrote about Sally, see what great things she said: http://tinyurl.com/yk22jt7 The ATA was a huge success for the ATA and for us. American TeleServices Association Convention and Expo was a huge HIT and a big business success for fall who exhibited, attended and presented. We did it all.

I love the title of Answering the Call because that is exactly what we need – someone to answer their phone. Here is my first sort of negative blog. I mean, everyone in business wants the phone to ring but no one in business wants to answer their phones. Can’t everybody see that that will not work? This is a blinding flash of the obvious. You can’t have what you don’t want.

When I train in the Call Centers all over America, I always say. “Who believes in what-goes-around-comes-around?” Everybody raises their hands. Then I say, GREAT! Then the next time you get a call from a Telemarketer, TAKE IT!

What got me on this kick was that about 2 weeks ago, I made 25 dials…and no one answered. This is to my own data base, these are people who know me, (are they trying to tell me something?) What this tells me is that everybody is protecting themselves, they let their voice mail do the answering for them. Judy might call and ask them to hire her… This is NOT good. We are in the telephone and the sales business. IF we believe in what goes around comes around. We better start “Answering the Call.”

I work with AIRGAS Safety. (Call and say Judy McKee said you would give them a discount off the catalog price.) They are wonderful company, they sell Safety products head to toe all over the US. It’s all B2B and I can sit ready to coach them after their training and we will make call after call and no one answers. What is so weird about this, is that all of those are businesses that do business by phone. I think the reason Social Networking is taking on so fast and so big is because we MISS each other. We don’t talk to each other….we are all cocooned in our homes, offices and cubicles.

In the regular Outsource Call Center, we staff them up with what we think will handle all the Incoming calls and sometimes we are wrong, so the phone rings and rings but no one answers. Or if you are a consumer and you answer the phone, it goes dead because the dialer was faster than the agent.

My advice for today is: “Everything you resist will persist”

SO that means:
* STOP resisting the phone ringing,
* Embrace your phone again
* Listen to who is talking instead of just reading your screen.
* Learn to manage the calls.

What goes around does come around and if you insist on NOT answering your phone, it means when you call others for business, they won’t answer your call either.

Gotta go, my phone is ringing….GREAT! I can’t wait to see who is calling me. I hope it’s a job.

Here is a video for you: Show me the MONEY

Listen to the Interview of Judy with Blake Landau. She really knows how to ask questions. Judy really knows how to answer them.
I don’t know if anyone reads this blog but I wish they would and argue. I love a good argument.

Listen to the interview, Let it play in the background aND YOU will learn some very good stuff.

http://tinyurl.com/yfv9f7q

Tags: Answering the Call, ATA, B2B, Blog, Call Center Coaching, Coaching, Customer Service, Inbound calls, Judy McKee, Outbound calls, Sales, Sally Cordova, Telesales, TrainYOurCallCenter