Telemarketing Lead Generation Blog

Where the rubber meets the road. 5 ways to keep it going.

Posted on Dec 5, 2011 by Sonya Lane, Vice President of Human Resources

The saying, “where the rubber meets the road”, is an obvious for the automotive industry or racecar drivers talking about their tires, if considering the phrase in a literal sense. But when considering this in other areas of life or in a job, it takes on a new meaning. In my opinion, as our director of Human Resources, “where the rubber meets the road” refers to those competitive employees who consider production and quality as highly ranked factors in their overall job performance. After being trained to perform the Marketing Communication Specialist position, we find that a large portion of our new employees are eager to get into the metaphorical driver’s seat and put the pedal to the floor to get moving. It is exciting to see that energy and enthusiasm continue, especially after the employee has worked in the job for a length of time. Couple that type of energy & enthusiasm with the drive to gather and communicate quality information and actionable opportunities for our client, then we have ourselves a winner! Unfortunately, there are times in which the energy wanes faster than the inertia of getting into the job can take hold and agents fall into some of the common traps of complacency. With over a decade of call center experience, I have learned there are numerous ways to keep that energy going and ultimately get the rubber to meet the road. Here are 5 top tips on staying productive with a quality focus:

1. Be Present- Wow, a simple, yet very true statement. Employees, who consistently come to work on time or early each day, are more apt to produce a quality product. Yes, it can be that simple.
2. Own it- Those agents that come in every morning with an agenda, or a list of “to do’s” for the day, are typically consistent with meeting their production and quality goals. These are also the agents who ask questions during team meetings, use critical thinking skills and take pride in the work they produce.
3. Avoid Distractions- Since a call center is very people centric, it is hard to avoid fellow co-workers that want to socialize. The successful agent avoids distractions by utilizing their time management and making it a point to focus on the work at hand and politely defer others from social intrusions until the appropriate time comes around.
4. Understand the big picture- Watching the news, staying abreast of current business trends and paying attention to the economic landscape helps in understanding the “why” of the Marketing Communication Specialist position. Our service offerings answer to a number of critical business needs that can help companies to maintain a competitive edge in their respective marketplace. The agent that “gets it” will invariably be able to produce and give quality information on a consistent basis.
5. Be a part of the solution- What is the solution? Asking that question can help drive performance in every aspect of the business. The saying, “be a part of the solution, not the problem”, brings the point home that if an employee seeks to solve problems in their everyday environment, they are more likely to work harder to meet company goals and to offer solutions on how to perform to success in times of struggle.

While the above list is not all inclusive, it is an operating list on my agenda each day and one that I seek to influence other employees to adopt. So, when “the rubber meets the road” here, it means someone is busy at work generating valuable information that will help a customer in building their business for the long run.

Tagged: teleprospecting, lead generation, telemarketing lead generation, targeted lead generation

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