The Reality of Contact Centres
Welcome to The Reality of Contact Centres, formerly known as Contact Centre Focus. This podcast is your essential resource for industry insights and expert advice tailored specifically for advisors, agents, team leaders, managers, and directors of contact centres.
Join your hosts, Bob Morrell & Jeremy Blake, the experienced sales trainers and executive coaches behind Reality Training, as they share their wealth of knowledge from training thousands of contact centre professionals across the globe. With decades of experience, they're here to empower you and your team to thrive in today's contact centre environment.
Our mission? To help your contact centre - whether it's a traditional call centre, a web chat team, or a virtual setup - succeed. Each episode offers actionable tips to boost customer engagement, improve results, and refine your leadership and management skills.
In The Reality of Contact Centres, we go beyond reinforcing the status quo. We challenge behaviours, explore leadership strategies, and delve into the latest management techniques. Whether you're seeking to adopt best practices or innovate your approach, we provide fresh ideas and perspectives that will inspire and invigorate your team.
The Reality of Contact Centres features original music composed by Charlie Morrell.
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The Reality of Contact Centres
Retention or Reselling?
Many CCF listeners will work in Retention or ‘Save’ departments where the task is to keep customers and stop them from cancelling.
Another word for retention is ‘reselling’ - essentially you are reminding the customer of the value they bought originally and reselling it again. The calls have a different dynamic to new business calls, or complaints, because there is an implicit agreement at the beginning - one knows that the majority want to remain customers and yet the game of renegotiation must be played.
This podcasts positions retention as an essential business function and highlights certain mistakes that are endemic in these departments.
Please listen and share!
Find more useful and essential contact centre development from realitytraining.com