Call Taking and Desired Close Ratio
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Andrea Hernandez | AAHCS
Jan 10, 2012, 10:14:52 AM1/10/12
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Team - We have been through the odds for the last 2 months, when we didn't have decent number of calls. This has caused radical decrease in your work hours and I was aware that everyone has been following up on when the regular schedule will go back, and I heard you. We have been constantly reassuring everyone that things will go back to normal, and I personally summoned all of you to hold on as we are all gonna get back on for sure.
Now that we are slowly ramping up, the least we could do is to show the client that we have always been ready to take their calls, and that we will take care of their campaign. Any conscientious agent should have that behavior. Ironically, when you didn't have the hours, you were asking for it, but now that you were given the hours because we already have calls, you do not want to take it. I am personally devastated to hear that you guys have been declining the work this time, and equally disappointed of the low close ratio of most agents, because we have invested so much in order to get all back on board.
On the other hand, we still need to look into ourselves if we are really giving our best shot on every call we take. I can see a lot of agents taking so many calls yet unable to process any sale. This is not good. We have been spending so much time and effort to train everyone, at the extent of training you even during the time that there were no calls to take to make sure that you are all ready when we resume. I was expecting everyone would exceed the client's expectation by boosting your sales, to motivate the client to mail more, and keep everyone working; but I still haven't seen this so far.
If this attitude amongst everyone will continue, I will consider other options including taking out all unproductive agents to lessen our wasted resources, and I will start hiring call centers instead of homebased agents.
I hope everybody understands the meaning of this. Grab the opportunity while it's there, because once you lose it, you'll never know if it will ever come back.
Kind regards,
Andrea Angeles-Hernandez
President
AA Homeshoring Communications Services
Office: 415-349-5812
Web: www.homeshoringsolutions.com
Skype: andreaangeles
Now that we are slowly ramping up, the least we could do is to show the client that we have always been ready to take their calls, and that we will take care of their campaign. Any conscientious agent should have that behavior. Ironically, when you didn't have the hours, you were asking for it, but now that you were given the hours because we already have calls, you do not want to take it. I am personally devastated to hear that you guys have been declining the work this time, and equally disappointed of the low close ratio of most agents, because we have invested so much in order to get all back on board.
On the other hand, we still need to look into ourselves if we are really giving our best shot on every call we take. I can see a lot of agents taking so many calls yet unable to process any sale. This is not good. We have been spending so much time and effort to train everyone, at the extent of training you even during the time that there were no calls to take to make sure that you are all ready when we resume. I was expecting everyone would exceed the client's expectation by boosting your sales, to motivate the client to mail more, and keep everyone working; but I still haven't seen this so far.
If this attitude amongst everyone will continue, I will consider other options including taking out all unproductive agents to lessen our wasted resources, and I will start hiring call centers instead of homebased agents.
I hope everybody understands the meaning of this. Grab the opportunity while it's there, because once you lose it, you'll never know if it will ever come back.
Kind regards,
Andrea Angeles-Hernandez
President
AA Homeshoring Communications Services
Office: 415-349-5812
Web: www.homeshoringsolutions.com
Skype: andreaangeles
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