Hot Picks
Implement Internal Marketing in your Call Centre
Chapter 14 of the Call Centre Motivation Workbook
Your marketing department works hard at communicating with the outside world.
But I frequently hear that "nobody told the call centre about the promotion/new product launch etc."
So we need to educate our marketing departments that they need to keep us informed about what will be coming up that will have an impact on our work. After all, the call centre can be the customer's only point of contact.
Then we can use these events as motivational devices.
For example, if a top secret new product is coming out next month, we can begin to build motivation by putting up posters with a question mark and a countdown.
We can tell the team that something big is about to break and that we must begin to gear up. We can create a buzz even when we don't know what the product is! Maybe we could even have a sweepstake on what we think it will be.
It's easy too, to create a direct mail campaign where you can write to the agents at home, helping to stir them up and get them behind the new initiative.
If there is nothing as exciting as a new product happening, let's at least get the latest advertising materials up in the call centre, and add market data, price comparisons and so on. We need to keep preaching the same gospel to our internal call centre staff as we would to our customers.
After all, factors that would motivate our customers to buy should also motivate our agents to deliver customer service or to sell.
