We have successfully delivered projects on:

• Script writing
• Call process structuring
• Team leader/supervisor goal setting
• Improving operator confidence and outcome focus
• Motivation

Why you should talk with us:

If you run ‘average’ (or worse!) scripts on a dialer you are throwing away results, and money.

We have rewritten scripts and given a 400% improvement (measured through isolation of the scripts as the key variable).

We ensure all scripts are compliant with FSA and any other regulatory bodies.
Here are a few general tips:

• Set a ‘preferred outcome’ per call
• Think of all calls in terms of a ‘sales funnel’ moving toward your outcome
• Make sure the call operator is ‘managing’ the interaction, not being managed

If your team leaders are not setting goals with your operators then the ‘motivation’ techniques will not be as effective.
We help ensure a 3 step coaching method supports goal setting and results.

If your incentive schemes are not consistent, people will find ways of working around them to their advantage.

We will seek out inconsistencies (‘weasel holes’) and suggest ways of altering this negative behaviour.

About us:

Martin Shervington, author of Peak Performance through NLP, heads up the Call Center team.

As an NLP Master Practitioner, Trainer and Organisational Psychologist (University of London post grad) he has the ideal skill set to support changes within your business.

Contact us to discuss the team’s most recent projects
and how we can help.