You cannot teach masters of conversation

My agents are brilliant. My job is to keep the work going for them. I cannot stand over masters of conversation and pretend I invented what they do.

The experienced callers seed the next group

Our older agents train younger callers themselves. They teach them to listen, make jokes and actually care. The lesson is caller to caller, not a manager reading a training book.

People test whether they are a number

Every person gives the caller a test: am I a number or a person to you? The answer is revealed when they mention what they really want to talk about. A weak caller ignores it and returns to the next line. A great caller hears it.

Sometimes the right call makes no sale

If somebody needs twenty minutes to tell their story, our best agents give them the twenty minutes even when no result will be made. That is why clients receive letters, emails and even Christmas cards saying the callers are a credit to the organisation.