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Telemarketing Top Cats Share Their Wisdom (Page 2)

Date Posted: 2005-10-07

Q. What's the ideal ratio of supervisors to reps?

Welsh: "It depends on what there is to do. For telemarketing, 1:12 is best; for customer service, try 1:8."

Fagan: "It depends on the ergonomics of the call center, and on whether you're handling inbound or outbound calls."

Q. What are some tips for training people on the frontline?

Falzone: "Have a go-to person for different areas of specialty. This really helps with retention by giving individuals a sense of expertise. Try training people to be campaign, product and client specialists."

Fagan: "Supervisors need to understand how to read a production report to review who's hitting benchmarks and who's not. Before each shift, take the team and review the previous day's stats in production, efficiency, penetration and contact rates. These stats give supervisors a springing-off point for the supervisor to lead the reps."


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