BUILDING THE RIGHT MIX
OPERATING ARCHIVE · 2013–2026
Why great callers can be too slow
The very best callers protect conversion and show the standard, while faster solid callers help the campaign make money.
My rock-star agents are the people I rely on, but the truth is that they can be too slow. That does not make their way of working wrong.
The rock stars establish what good means
Four of the strongest callers can take a damaged campaign and restore the conversion immediately. They listen, use their experience and show everybody else what the person on the other end needs from the call.
The next group creates speed
The solid callers are not poor agents. They would be strong in any other call centre. Once the standard is clear, they can work faster while keeping the overall conversion high.
A campaign needs both
The best conversion with too few completed calls may not pay. High speed with weak conversion destroys the client's money. The working team combines the masters who protect quality with good faster agents who produce volume.