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Your Call Center Should Have Fun

     
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By Tracy Robinson, Nexstar Call Center Implementation Coach TracyR4blog

Bring some fun back into your call center—you’ll find that it will actually help drive results! Here’s how:

  1. Lay out your goals. Before introducing any fun and games, you need to make sure your call center employees are aware of their goals.
  2. Break up the day into manageable chunks. Big goals can be broken into smaller goals, and make a point of recognizing your people when those goals are reached! Try doing something like ringing a bell or shooting a Nerf gun when they reach those smaller goals.
  3. Reward your team for reaching the bigger goals. Contests don’t have to involve money! If they surpass their goals, let them have a casual dress day, or give the top CSR your parking spot for a week.
  4. Use games in your training. When you gather for training, incorporate gamified learning. You can borrow from the experts: Try using a modified, call center version of “Wheel of Fortune” or “Jeopardy.”
  5. Check your own attitude. As a leader, you contribute to creating a positive work culture—make sure you’re setting the right tone for your staff, each and every day.

Check out more ideas for your call center, or find out how Nexstar can help turn your call center into a consistent revenue-generating source for your company!

Ask, Do, Tell: Managing Who Is Empowered To Do What

     
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By Jodi Peter Nexstar Network Business Coach  As the owner of a residential service company, do you ever feel like you get asked obvious questions by your staff or management team? You’re probably not the only one in your business fielding these types of questions; every manager may sometimes feel like an “answer person.” On the […]


Ride-Alongs: Learn About the Ultimate Technician Coaching Tool

     
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By Nexstar Training Implementation Coach Gresham Ard Make the ultimate investment in your employees by making the decision to do ride-alongs with your technicians. Committing to ride-alongs is committing to a training implementation tool that has an 88% performance impact! Giving your time is one of the best ways to improve performance and build better […]


How Value-Added Services Can Create Loyal, Repeat Customers

     
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By Jamie Robinson, Nexstar Network Business Coach One of your technicians is out on a call. They’ve greeted your customer effectively, set expectations and presented options, and completed the job properly and on time. It seems as though the customer is completely satisfied. Congratulations on a job well done! But have you given your technicians […]


Expense or Investment? Change the Way You Think of Your Marketing

     
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By Ed Cerier, Nexstar Network Marketing Manager Is your residential contracting company playing to win, or playing not to lose? The difference is subtle, but important: playing to win requires action and determination, while playing not to lose is passive and defensive.   If you’re playing to win, you’ll see marketing as an investment. It you’re […]


Looking for Technicians? Here’s a New Solution

     
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By Steffan Busch, Nexstar Network Recruiting and Workforce Development Coach I was hired by Nexstar as the recruiting coach to help Nexstar members with their recruiting efforts and to offer advice on best practices, process improvement, strategy, etc. If recruiting was easy there would be no need for professional recruiters, job boards and applicant tracking […]


People Leading People Need Leaders, Too

     
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    By Jodi Peter, Nexstar Network Business Coach       You’ve just promoted someone. You’ve given them some training, but they’re good at what they do and so you step back to let them manage. After awhile, you notice that they’re not completing the tasks you expect of them. You question whether they’re […]


Residential Service Dispatchers: It’s Time to Stop Relying on Next-Up Dispatching

     
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By Tom Merriott, Nexstar Network Call Center Excellence Coach This post is geared toward whomever in your residential service company works in dispatch. They can be an invaluable asset to your company and have the potential to unlock opportunity and revenue for you. Share this advice with them! As a dispatcher, you have a highly […]


Dan Friesen’s Residential Service Sales Tips: Unlocking Opportunity

     
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By Dan Friesen, Nexstar Network Master Trainer  Everything we want from a sales interaction comes from the customer. Think about it. The entire success of the process hinges on their willingness to buy. Everything else is secondary! Your fancy proposal software, your professional presentation, your clean, well-marked vehicle, the shoe covers you wear—all of it […]


Keeping Your Team Engaged During Your Busy Season

     
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By Jodie Deegan, Nexstar Network Business Coach It is said that idle hands are the devil’s tools. I think that is very true, but let’s talk about when those hands aren’t so idle. There are often peaks and valleys in our businesses. This could be a result of seasonality, economic climate, staffing or a host […]