Call-Taking Process - Going Beyond the Script

Call-taking is an essential element in producing revenues for a company once a lead is created. The first experience a customer has with a live person in your company, the moment of truth in brand promise. Booking the call is central to creating a customer experience. The call-takers are front line customer service personnel, and they influence the brand by how they make a customer feel when a call is inbound and, hopefully, booked! In this video, Brigham Dickinson discusses the idea of "Going Beyond the Script" by excelling in creating a WOW experience. A call-taking system is sterile; it is the people who give life to the emotional aspect of the company image and brand, so review the content inside this video to find out more about the WOW experience. Learn more about how you can execute a call-taking procedure that enhances your customers' experience.

Run Time: 3:24

Ideas for Establishing a Call Center

In this video, Brigham takes us through a series of discussion points for establishing a call center in a contracting or service business. There are numerous areas to consider while mapping a plan. Learn about the concepts of call-taking to book calls, call-making for outbound, and training your teams to be the best they can be.

Run Time: 40:27

Call Center Employee Training Processes

Brigham Dickinson takes us through specific processes of training the key employee group that will operate the call center.

Run Time: 5:23

Hiring Call Center Employees

Learn about the processes centered around the hiring process in a call center. We discuss the culture and values required to make the best hire for your team. Brigham takes us through the details of making certain your team has the "WOW experience" pattern of excellence down to a science so you can make the most of all your calls.

Run Time: 5:41

Dispatching Best Practices

Learn from the best, as Brigham Dickinson takes us through the call center, dispatching, call-taking and booking practices. Dispatching is one of the most critical roles in the service industry and has many places to fail. Learn the ideas behind successful dispatching.

Run Time: 4:50

Integrating Customer Service with the Field

In this video, Brigham takes us through the communication and practices of tying together the customer service call-taking and booking processes and creating a seamless transition with the field team. Too often, stresses can overwhelm the team during peak conditions, forcing the customer experience to suffer. To create the "WOW experience," a company needs to tie all the processes and culture together. Learn how here.

Run Time: 4:57

Call Center Service Agreement Sales

Learn about the key phrases and processes of engaging a customer in the service agreement for your company.

Run Time: 3:21

Outbound Telemarketing in a Call Center

The processes in a call center lend themselves to more than just taking calls for booking. They also allow for outbound call center telemarketing, especially for precision tune-ups or specified products during a shoulder (soft selling) season. In this video, Brigham Dickinson takes us through some excellent ideas not only of how to execute the outbound call process, but also how to do it with "WOW experience" levels!

Run Time: 5:14

Call Center Management - Using Technology for Productivity

This video segment works through the use of technology in a call center environment. Specifically, Brigham discusses how to create more sales opportunities and leads using technology within a call center application.

Run Time: 3:11

Customer Service - Make Everyone Feel Special

In this segment, Brigham Dickinson takes us through the use of -- you guessed it! -- a person's name. Most customer service reps ignore the name after it is spoken once, in favor of getting through the check-the-box moments. A client's name can make have emotional impact each time it is spoken. In this video learn from the best, as Brigham explains how to be great at making everyone feel special.

Run Time: 1:45

Call Center Scripts

In any company, being able to answer the phone and deliver an exceptional client feeling or experience is key. In many cases, the first human contact is with our call center or the person charged with answering the phone. While it is seasonally slow this task is less difficult, but when the busy demand cycle comes, it is one of the toughest roles inside any service company and requires deft skills plus ongoing training. Use these scripts as basic building blocks to define your process in more detail. A company should customize its own scripting to match your brand promise and focus the CSR and dispatch process on how you want your client to feel.