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One of the best ways to build knowledgeable, quality management is to promote from within the ranks of your organization. Allowing employees to work their way up the pyramid of promotion will give them the necessary knowledge to run your Call Center effectively and successfully.
This is the best avenue for development because the Communicator is your most valuable asset. Supervisors who have roots working on the telephone will have a solid foundation of the fundamentals on which to build. They will also develop the skills of leadership, listening, and initiative that will set them apart from the rest.
Start at the Beginning
For internal promotion to be effective, start at the beginning: strive to acquire the best Communicators available. A careful screening process will ensure that you have people with the right talents to staff your Call Centers, along with the additional talents to help them rise into management positions.
Even if you have hired individuals with the intention of grooming them for management, you must still make certain they receive the complete telephone marketing experience. This will give them a realistic grasp of life on the telephones, and an understanding of what it takes to motivate people to respond.
Communicators are on the front line, so their success will determine your success. They must be able to speak clearly and effectively and apply scripted information to each and every person they address. Their ability to convey the appropriate senses of urgency and sincerity in securing responses directly affects your company's profits. In short, when they do well, the company does well.
That simple reality best illustrates the need to focus on new employees and their development. The time necessary to produce technically proficient Communicators depends on the Call Center environment. As a rule, less than a week of training may leave new employees feeling inadequately prepared and intimidated by the work environment. Too much time in a classroom, though, may bore those who catch on quickly and want to get to the phones. Class size is just as important; groups of four to six students ensure proper supervision and guidance during this vital stage of development.
Providing the new Communicators with an elaborate company history along with thorough background information on...