"You better start swimming, or you'll sink like a stone. For times they are a-changing," Bob Dylan's 1964 lyrics still speak true to this day, and much has changed since the song debuted in the 1960's. The Baby Boomers that once made up a majority of the workforce are moving into retirement, and Millennials are taking their place. With this turnover in generations, also comes a change in perspectives, expectations, and culture. Contact center management, who have so long been rooted in micromanagement through agent performance and metrics, are going to have to alter how they manage their employees, or risk losing them. It has been shown that Millennials don't take too kindly to micromanagement, and are looking for a more fluid, creative, and trusting workplace. 

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Call center compliance is as important to success as headsets and a dialer. Non-adherence and non-compliance to any local and national legislation can have serious ramifications that can add up to hefty fines. So when it comes to compliance, knowledge is necessary.

Here we begin a series discussing various legislations and policies that we adhere to so our call center not only protects information but insures our success, starting with FACTA.

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Why is lead generation important for mortgage brokers?

Lead generation is the sun, soil, and water for your mortgage business. It is essential for nourishing your business so it can keep up with or stay ahead of its competitors, and so it can grow. Old models that once worked for marketing and sales in the mortgage industry, don't any longer, as the market is an ever changing and evolving beast. Cold calling or pushy selling won't get you anywhere in the modern playing field. Lead generation, however, is golden. It's a win-win situation for both buyer and seller. The buyer is already interested, and has been looking at your service when they reach out to you, and you have an opportunity to pitch and pull in the fishing line on the buyers attention before another company does. 

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Have you been thinking about outsourcing your companies' customer service?

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Customer service has come a long way in the last 200 years. We have gone from having to travel to the next town over to get your new radio repaired, to just simply picking up the phone. As new technolgies continue to develop, contact centers are constantly updating and integrating them into their buisnesses order to make the customer service experience as easy as possible. 

Here is the history and evolution of the Contact Center:

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Why Being Put On Hold Frustrates Customers

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WHAT IS TCPA

TCPA is an acronym for the Telephone Consumer Protection Act. First enacted under George H.W. Bush in 1991, the act restricts phone solicitations and regulates the use of auto-dialers and pre-recorded messages. It has since been edited to cover text-based telemarketing. 

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Admit it, you hate being put on hold, and all those automated messages that prompt you to "press 2 for more information." You just want to talk to someone. An actual human being, not another one of those prompted robotic voices. In a time when automation runs rampant, by the time a customer actually gets the chance to speak to an agent, they have already been on the phone for some time. This is why first place, shoot for the moon kind of excellent customer service is so important.  A good call center can easily supply that for your company. Here are some ways that a call center can help exceed customer service expectations:

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With only a 1-3% success rate, traditional cold calling methods are time consuming, and inefficient. However, a sales team's conversion rate doesn't have to be that low. Using a skilled partner organization that can handle live transfers, the sales success rate of any insurance organization can be as high as 10-15%. Wondering how this is possible? With live transfers, the sales team only has to focus on the most important element of their job - actually making the sale.

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