Empower the individual. Transform your Call Centre
Increase Sales Conversion, Reduce Wastage and Improve the Customer Experience
If you want to make significant performance improvements in your contact centre, the key areas you must address and improve are the individual agent processes, phone technique, sales skills and confidence. This will increase sales, improve morale and deliver the customer experience gains you need.
My name is Steve Pollard and I specialise in improving contact centre operations. I was the founder and CEO of one of the UK’s largest financial services call centres and have a wealth of experience in this area. I have personally recruited and trained a large number of agents to sell a wide range of products and provide an outstanding customer experience through tried and tested techniques that work!
It’s ALL in the Calls!
We provide practical and easy to implement solutions that will quickly help you maximise agent performance through better calls.
First we listen to the agent’s recorded or live calls to establish exactly what is really going on in your centre. This can be done remotely or on-site. What is said and how it is said are the key areas we focus on to quickly improve results.
Agents themselves do not analyse their performance and the individual skills they use to get results. They just get into their comfort zones. Our review of agent performance quickly tells them what they are doing well (and not so well) and the feedback we provide keeps doing these positive things so results improve quickly. Also, agents love the fact that they are getting specialist help and coaching from industry experts so they buy into the “new and improved” process fast.
If required we will also work with you to improve the call guides/scripts the agents use and roll out training to ensure it is being delivered in the prescribed way across your team.
Once agent performance is maximised we deliver training and prescribed processes to show your team leaders and trainers how to lock it in and keep it alive.
Ready to Improve Your Contact Centre?
No matter your particular centre’s challenges, Business Uplift is ready to partner with you to find and deliver the “quick wins” which will elevate performance and your team’s effectiveness.
- We get our hands dirty – We roll up our sleeves, and get stuck in. There is no watching from the sidelines.
- Remote or on-site consultancy – We have a discounted remote service or can provide on-site consultancy. Both are extremely effective.
- We know what we’re doing – Our years of being on the front line means we have the practical abilities and knowledge to make the changes you need.
- We make it fun – Business improvement should be fun. It can be a roller coaster ride but it’s enjoyable and we find front line agents, team leaders and management enjoy the process.
Sometimes a fresh pair of eyes is just what you need to take your business to the next level. We won’t just hand you a thick, jargon-filled document for you to implement on your own. We will provide you with practical help and advice, and take you straight from strategy to execution.
Book your FREE Consultation Now
Get off the sidelines and back in the game! We’ll help get your Call Centre in shape fast!