Wow! Clinton Call Centers First Blog Session:

The start of every day when we get there the center is quiet, as time passes more and more of us appear to do the job that Tara and the management team expect us to do.  Listening I hear laughter, joking and happy voices starting off the day.  Soon, the noise fades and turns into a phenomenal energy force. There is still laughter, coaches are motivating the teams, sometimes in some fairly humorous ways.  They like everyone else get tongued tied on occasion.....  My point being I think my next blog will be a survey of my co-workers asking them to remember something that they heard said that twisted someone's tongue. I myself have had my own tongue twisted moments so this should be something to look forward to....

Last Sunday was our annual Easter Egg Hunt!  It was a huge success!  The kids enjoyed it and the Easter Bunny was a big hit!  One of our children even was spotted playing with the Easter Bunny's tail.... This may have scared the bunny off for he hasn't been seen at the facility since.  I am sure that Jen will be able to convince him to hop on into Clinton Call Center again next year.  We all tip our Easter bonnet's to those who worked so hard on making this event the success that it was. 

Our motivational board this month is "Raining Revenue". Jen made a gorgeous spring board, with clouds, grass and tulips to decorate our back wall.  Every time an agent gets $500 revenue sale, they are awarded a raindrop to be placed on the board.  Today as I look at it, I see an array of colors with agents names on each rain drop recognizing them for their hard work and commitment to make the Clinton Call Center a success.  For those named with a colorful rain drop, remember that your April showers will bring May flowers.  Keep up the good work and watch your bonus opportunities bloom!!!!!!

We all know that working at a call center requires flexibility as changes are always in the works.... Here are some of the changes that have been made in the last month.

Ryan Randall ~ is now our Auditor.

Ryan has been with us for approximately three years. Like most of us he started as an agent, quickly becoming successful and very knowledgeable.  Not only did he serve our customers with the highest level of professionalism but he was always willing to help other agents.  Ryan's commitment, knowledge, kindness and patience made him the perfect selection for the  Trainer position when that opened up.  For approximately nine months Ryan trained all of the B2B classes. When I spoke with some of the recent agents that were trained by Ryan, they had only positive things to say about his approach to teaching them what they needed to know to become successful.  The Auditor position is one that has several different responsibilities, and often keeps Ryan in his office.  However, today Ryan and his smile were out on the floor, encouraging and assisting any person who needed his help.  I asked Ryan what his primary goal is as auditor.... He smiled and said, "To get the revenue that the agents put in on a sale, to match up with the revenue that our client shows as revenue."  Ryan, congratulations on your new position as Auditor!  We wish you the best and our proud to have you as a co-worker.
  

Chris Humphrey ~ is now our new B2B trainer!

 Congratulations Chris! You go girl!  Chris also started as an agent.  For the first year Chris learned how to handle the most difficult customers. Providing them with whatever was possible to keep them happy Qwest customers.  Y cording with the new agents while they were still in training, teaching and pushing them to think out of the box, face their fears and take calls.  She was a tough person to y cord with, I personally was terrified that I would end up having to sit with her and she would push me into saying "hello".  I never had to y cord with her, but I did get the opportunity to sit next to her right out of class and found out what an amazing teacher she is..... Chris's next position moved her from the day time hours to the afternoon evening shift where she coached residential.  Quickly she moved from coach to Residential trainer and did an awesome job at that.  Chris is back on day shift ( where we all missed her terribly) doing what she does best.... training our new B2B classes.  Having just completed the first class and with it being a success it is obvious that she has found the job that was meant to be hers. Keep you the good work Chris, we are all proud of you!

Kyle Nitschke

Kyle also started as an agent approximately six months ago!  After working as an agent for a couple months he became a #1.  His ability to motivate agents to reach beyond the beginning goals and shoot for the stars made Kyle an excellent couch.  Although Kyle is quiet, he has a professional demeanor that requires production from the people on his team, without them even  realizing that he can see potential in each agent that goes far beyond what they see in themselves.  This qualities and his commitment to Focus made him the obvious choice as Site Lead!  When asked what he is looking forward to most in his new position Kyle responded with, "Teaching others and learning new things everyday.  On a regular basis we hear someone, not mentioning any names, (Joy Hoagland), beckoning him with a chuckle and "Nitschke's nephew" this is his signal that he is needed by his former team of agents.  Kyle always rounds the corner of the back row with a smile on his face, ready to help with whatever the issue is.  Kyle, we miss you as our coach, but wish you the best of luck with your new position! 

Kyle and Joy Hoagland

Brad Williams begins his new position as PA for our facility soooooon!

Brad also started as an agent and was so successful that it didnt take him long at all to move into the position of Monitoring Specialist.  Brad has his own unique way of working with the agents to bring out the best in each of them.  During your coach sessions with Brad, he first asks how your day is going.  Then you both listen to your call and talk about it. They question that Brad asks most often is Why?  That question encourages the agent to dig deep down and see within them self better ways to interview, rebuttal, seek the best value for the customer and how to present it as a benefit.  Having pulled the agent out of the insecurity or shyness that we all sometimes struggle with, he gently makes suggestions as to what can make our job easier for us as an individual to ensure our success.  The qualities made Brad the very obvious choice for PA!  Congrats Brad, we all wish you the best of luck as you continue to learn new ways to assist us with our jobs.

As we welcome the new agents, and look forward to the next class, I would like to remind you all that it is possible to move up in our Company, and it doesn't always require being here for twenty years like some other places.  Continue to do your best and you just never know when another door will open and have your name on it.  Simply put.... If you think you can, you can. If you think you can't your wrong! Just ask the four exemplary employees that sat in the chairs that you now sit in!

Shew, I think I may have made it through my first attempt at blogging!  I do want to share how this came about!  Tara came to me one morning last week and said "Joy K, can I talk to you when you get off of your call?  Immediate terror coursed through my body, as we all know that conforming to rules is something that at times I struggle with. My only thought was, what did I do?  Why is it when Tara approaches us with a simple question like that we have to immediately search our soul and just know that we did something wrong.  Especially me, Tara and the entire staff have been nothing but wonderful to me, treating me like family, and going through some really traumatic situations with me.  Reluctantly I hung up and I so wanted to just take another call, praying that it would be a long, difficult sale and Tara would forget who I was!  When we talked and she asked me to blog, I was so honored and excited that she entrusted me with this that I was all but speechless (rarely that happens to me)!  So thank you Tara for the many ways that you have encouraged, guided and assisted me into growing into the person that I am today.  

~Joy Hoagland