See who you are calling before it rings.
Some calls go badly if you walk into them cold. A claim, an application, somebody who has already been let down once. The person calling needs to know who this is before the line opens.
For calls that are worth a minute of reading first.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
Dialing by hand to buy thinking time
The only way to see the record before the call is to dial it yourself, so the entire list gets typed in by hand. It is defended as preparation, and it half is, but most of it is typing.
The record comes up, then you decide
The next person appears on screen with their history and you choose. Call now, or skip and see the next one. The number is never typed and the decision is always made before the line opens rather than during the first sentence.
See power & preview dialingSold something that dials ahead of you
Somebody sells a floor of six a system built for a floor of sixty. The record lands on screen at the same moment the person says hello, which is precisely too late to read any of it.
Skipping is a normal thing to do
Passing on a record is a choice you record rather than a gap you leave. Why it was skipped is kept with it, so the next person to reach it knows, and a record that keeps getting skipped becomes visible instead of quietly rotting at the bottom.
See dispositions & wrap-upYou find out mid-sentence
You learn they already called on Tuesday, or that the last call ended badly, while they are telling you about it. The apology arrives after the mistake rather than instead of it.
Every previous call is on the same screen
What was said last time, who said it, what was promised and how it ended sit next to the number you are about to call. You open the call already knowing the thing they would be annoyed to have to repeat.
See touchpointsNobody agrees which ones to skip
Some records should not be called today: wrong time, wrong stage, somebody else already on it. With no moment to look, they get called anyway, and the list gets a little worse on every pass.
Calling back is planned, not remembered
Not now, try Thursday morning is something the system holds rather than something a rep writes down. It comes back at the time it was promised, to whoever is on, with the reason it was put off still attached.
See queue callbacksWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By how you call
Bring the call you would rather not make.
The awkward one, not the easy one. We will set it up on your own record and you can see what you get to read first.
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