2011 scribd grow

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doing their sales pitches on the phone calls at same time as popping

papers all over the room with the applause going wild.

It was as if we had a nightclub and a party was going on every

single day in this phone room. This was also the reason why the

company owner made millions and lived in Malibu. I am convinced that

this technique alone is what helped drive his company past the amateur

hour and the just getting by car warranty business to become one of

the largest and most successful car warranty places at the time in the

area. This procedure was done methodically every day as standard

normal operating procedure at this company. Even the new cleaning

lady commented to me that she had never seen anything like it before.

You wanted to open the doors and go inside the phone room, unlike

most other call centers where I have worked. The upbeat atmosphere

pulled people in to take a look that were just walking down the hall.

Those people who made sales in this place helped build up

everyones confidence that they, too had a deal coming soon. Never

have I seen such a positive, team-like, dancing atmosphere when

working sales in any phone room since that experience. I kind of miss

that place for its unusual approach in helping people develop their team

skills and team mindset. And make no mistake about it. The successful

people in that phone room became like family very quickly. The closers

were some of the most enthusiastic, eager people Ive ever met. If you

ever got stuck in the middle of a pitch or in your

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Chapter 10

Closing Thoughts

The Two Types of Busy Bees Who Build Your Business

his book was born as an idea while working in another phone

room for a large corporation, another Titanic. It was clear

that after being laid off from two previous companies during

the economic crisis of 2008 and 2009, that this company already hit an

iceberg. Once again, my research from within the companys ranks led

me all the way up the corporate food chain of incompetence and

totally bad management decisions which were costing this business

enormous amounts of money, time and resources in keeping itself in

business.

T

I never intended to write a book regarding my years of work in

call centers, but due to my experiences and attempts at trying to turn

these companies around, I never gave up. And so this book was born

out of a dire need to see real professionalism in phone rooms and call

centers from everyone working there whether an employee, manager

or owner of the company

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being made by the customer, then you might as well kiss not only that

sale goodbye but consider closing your doors. This is incompetent

leadership and probably why the Los Angeles Times is on the verge of

total collapse financially after a third round of lay offs.

Every employee in that place dreaded coming into work. Even

the one lady who was able to consistently reach the daily minimum goal.

She came in extra early every day before her mandated shift started

and was already on the phone when the other employees arrived. That

was her secret as to why only she was able to reach the minimum daily

goal on numerous days.

This top-producing employee also asked me about other phone

rooms where I previously worked because she wanted to find another

job in another phone room. This lady told me that she was ready to

leave and work in a better environment. This was a gold employee

with one open ear, actively looking for other phone room jobs and ready

to leave at a moments notice! A huge no-no for any successful phone

room manager and successful business!

This lady was their top producer and let every new employee in

the place know she was looking for a better job. I watched her question

the other new employees about every phone room they worked - openly

on the floor and in front of the management! This lady was so openly

honest in begging for a better job and she was their # 1!

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the consequences to themselves and to their customers. Ive observed

this appalling and sometimes very overt and blatant behavior in various

types of call centers throughout the years.

This behavior is exactly why a poorly managed phone room is

a company going to collapse eventually. People today do not take this

type of abusive behavior that I described laying down any more. They

just either lower their performance (become demoralized) or find

another place (hopefully better) to work. And as the word spreads

between telemarketers and phone room employees who are looking

to change jobs within the call center industry, your image further

deteriorates as an abusive workplace in the behind-the-scenes chatter

of past, present and future employees.

This is one reason why there is such a high turnover of

employees in such call centers today. It is because mismanagement

leads to employees getting burned financially or unfairly in business

transactions. Therefore, a violation of trust in the company happens,

the employee leaves for better work elsewhere and then the cycle starts

all over again with someone new.

Want to stop hemorrhaging good people? Do you really want

as a company owner or manager to take your company and business to

the next level and make more money? Do you really care about your

entire companys bottom line? Or are you on this kind of dead-end,

one-way merry-go-round with the old school thinking that your

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Even the biggest companies depend on mundane, everyday

transactions and business conversations that take place on the

telephone. Without the telephone skills necessary to succeed, whether

you are a lowly employee or a company owner, you put your company

and your hard work in jeopardy. Forget what youve learned in school.

Forget the mounds of paperwork that is generated by a deal done on

the phone. Paperwork is not generated first without the customer and

without the phone call. Remember that a company is built one phone

call at a time.

Understand the secrets contained in this book and learn from

my mistakes. I have not acquired this knowledge easily. It has taken

me many years working in various types of companies on the telephone

in different call centers to understand the key similarities and

differences between what drives a companys phenomenal growth

during a recession and what makes a company close its doors.

This is your bottom line: Everything you or your company

representatives, your employees do or not do on every telephone call

with a customer counts. What is said and what is not said on every call

represents your company in the listeners mind.

Never underestimate the power of your foundation and what

goes on inside that phone room hidden deep in the bottom recesses of

your companys foundation. Much like the mailroom, these phone jobs

are not glamorous. The people who work inside of these phone jobs

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out the door with your best customers to your competition, taking with

him or her all of your hard work, inside company secrets and efforts?

And most importantly, how do you spot who your best managers are

and reward them? How and what is really behind all of these questions

and why am I asking so many upfront?

If you are in any type of business with a telephone line then

you need this book. Written for anyone who owns a business whether

a one-man operation or a huge corporation and written also for the

employees of any business from beginner to the professional, this book

will show you exactly how to grow your phone room and recession proof

your company in good times and in bad.

Whether you hire telephone workers to either take incoming

phone calls or to dial out to your customers, no matter what kind of

product or service your company sells or type of service your company

provides, then this is the book for you. I guarantee that with over

eighteen years of experience in many different phone centers and

working the telephones that this insiders advice is something your

business will need if you want to improve your ability to not only stay in

business but get more business than your company can actually handle.

The simple name of the game is to make money. If you are an

employee or if you are in upper management, if you are not making

Table of Contents

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Title Page

Dedication 3

Acknowledgments 4

Legal Disclaimer 5

Introduction A Letter from the Author,

The Super Phone Woman 11

Chapter 1 Hygiene 101 Common Sense Rules

Especially for Managers and Owners

Who Run a Phone Room or Call Center of

Any Kind 21

Chapter 2 Intoxicated Employees in the Phone

Room: When Managers and Owners

Lack Good Judgment, Everyone Suffers 35

Chapter 3 When Papers, Clients or Leads Grow Legs:

Whether It is the Unwritten Company Policy,

Management or Another Employee 43

Chapter 4 When Are You Hiring? 51

Chapter 5 Atmosphere The Call Center Itself and

Professional Conduct in the Room 61

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Title Page

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Chapter 6 The 50 Most Important Questions to Ask:

A Very Important Chapter for Owners and

Managers of Any Phone Room, Regardless

What Business You Do 79

Chapter 7 A Word to the Call Center Employee:

So Youre Having a Bad Week Ask

Rosie About Hers! 105

Chapter 8 Your Voice, Maintenance and How You

Sound on Every Phone Call 9 Critical

Factors 125

Chapter 9 Mr. and Mrs. Joe Public What to Do When

the Communication Line is Cut by the

Management or Owners 163

Chapter 10 Closing Thoughts The Two Types of

Busy Bees Who Build Your Business 177

About the Author 195

About the Author

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Finding your twin heart which leads to your vision in life is like

having a compass and without your twin heart - you are lost. When the

Twin Heart is Present, It Bears Fruit. -- Nicole

y the time Nicole was 13 years old, she played seven

instruments piano, guitar, violin, clarinet, accordion, drums

and xylophone. Nicole performed in the Childrens

Orchestra at Cal State Los Angeles as the first, second violinist and

clarinetist as well as in Malibus Annual Keep Christ in Christmas events

as a child with her family and their guitars. Nicole played various

musical instruments throughout her childhood in numerous different

venues and winning various awards for her music, including performing

at Disneyland as a child musician on the violin. Nicole also performed

piano on the Leeza Shows Days of Our Lives Christmas special as a

young adult.

B

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Alcohol plays both a recurring theme in Nicoles life and in her

familys life. Little over a month after our national 9/11 tragedy in 2001,

her family experienced their own personal 9/11. At the young age of 21

and in a new marriage to her brother, Nicoles Sister-in-Law, a beautiful

girl named Tina was tragically killed by a drunk driver, devastating her

family and her sister-in-laws family as well. In addition to this tragedy

from a drunk driver which still has profound implications for her family,

Nicole continues to witness first-hand as a child the damage alcohol

causes when a close family member suffers from addiction left

untreated. Due to the genetic disposition of alcoholism within her

family, Nicole remains one of the few surviving members today who

refrains from drinking alcohol within her family.

On her 21st birthday, October 24 1990, Nicole stopped drinking

alcohol after nearly dying of alcohol poisoning with a .24 BAC (blood

alcohol count) level and almost crashing her car the day before. This

was her second near death experience, having nearly died of an

accidental alcohol overdose from an anaphylactic seizure (allergic

reaction leading to a heart attack) at the young age of eighteen. Today

in 2011, Nicole maintains her sobriety and recovery from alcoholism for

over twenty years.

Nicoles early experiences with music contributed to her

sensitive, sharp phone skills and uncanny business acumen in working

with people from all walks of life, especially on the telephone. Nicoles

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Grandmother, a daughter of a Lord in the House of Commons, was

a highly sought after psychic in Londons high society at the turn of the

century. Nicoles Grandmother studied the psychic arts and learned

from the local gypsies how to do tea leaf readings which were quite

popular at the time. Nicole inherited her Grandmothers psychic gifts.

Due to her own early experiences and uncanny psychic gifts,

Nicole cultivated neighbors while growing up in Malibu, California in the

1970s and 80s on which to practice her psychic talents. In the late

eighties and early 1990s, Nicole became one of the earliest pioneers

to operate one of the First 24 Hour Live 900 Psychic Lines, Twin Vision

(America) at the young age of 21. Yes, Nicole answered her own

psychic telephone line 24 hours a day, 7 days a week for many years

straight!

Nicoles Original Vision and Inspiration for Twin Vision

Americas Psychic Hotline came from an old family treasure, and belief

that When you find your twin heart, it bears fruit. Discovering your twin

heart in life and thus, your vision is what made Nicoles psychic

readings very unique for each client and why Nicole was so in demand

for her unusual style of psychic readings, having her cards physically

born in her hands. Nicole never took the easy way out of doing

psychic readings by using Tarot cards And Nicole always maintained

that by creating her own cards they were truly organic gifts that kept her

clientele base growing and they connected Nicole to an authentic

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psychic energy in helping people during the recession of the early

1990s.

Getting sober at the young age of 21 at the same time as this

new adventure with Twin Vision America, Nicole experienced incredible

growth, opportunity and life changing experiences which would later

strongly influence her decision to keep her sobriety and work on her

recovery from alcoholism. Fresh out of school with a degree in

Computer Operations and Management in 1990, with the help of

a business partner, Nicole was instrumental as a background consultant

with the development of telephone training for Herbalife Internationals

Cellular Wealth Builders University. The Twelve Step telephone

training program which Nicole modeled from her sobriety program at

that time, helped the re-birth and re-launch of Herbalife International in

the United States, Australia and Canada with the revolutionary

telephone training concept she helped her business partner build. This

time period was also the early years and a crucial time for Nicole in

her sobriety and recovery program in addition to her business

responsibilities. Because of Nicoles life changing experiences with the

Live 900 Psychic Line and being instrumental in the background

development of the telephone training program, historic at the time for

her then business partner, she decided to maintain her sobriety and

recovery while going back to school to study Psychology.

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After quickly earning her place on the Deans List and her

Honors in Humanities at Pierce College in Woodland Hills, California,

Nicole transferred to the University of Southern California (USC) and

graduated this prestigious research university with a Bachelors degree

in Psychology. After earning her BA in Psychology and passing

Californias CBEST Exam, Nicole returned to Pierce College in

Woodland Hills, California after discovering a new department called

Addiction Studies in her tenth year of sobriety which started at the

school after Nicole left.

Under the leadership of world-renown James Crossen, R.N.,

M.F.T. and Ph.D., Nicole is now more than half way through the

Addiction Studies program as an Honors Student in addition to

maintaining her place on the Deans List at Pierce College in Woodland

Hills. Dr. Crossens cutting-edge research and program on the study of

trauma (especially relating to PTSD) and addiction influenced Nicoles

decision to return to complete her studies in addiction at this school.

Recently Nicole was invited to become a Lifetime Member of the

prestigious International Honors Society, Phi Theta Kappa at Pierce

College. And Nicole was recently named as a member of the schools

Presidents List.

During the early years of the 2000s, Nicole was invited to

perform the role of Denise Brown for the IDEA Japanese Television

Networks story of Nicole Brown Simpsons and Ron Goldmans

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murders to be broadcast in Japan. Denise Brown is the sister and

Founder of the Nicole Brown Simpson Foundation, an organization

dedicated to speaking out against domestic violence. Nicole found it

prophetic on several levels that she played the role of an advocate

against domestic violence through her performance of Nicole Brown

Simpsons sister, Denise Brown for a television audience. The irony of

this story would not be lost on Nicole on multiple levels. A few years

later during her own personal crisis of domestic violence, the reminder

of her acting role as Denise Brown, advocate against domestic violence

gave Nicole strength to find her own voice and leave that situation

behind as a single mother with a newborn baby.

During her anti-war years at the start of the Iraq war in 2003,

Nicole managed to start and maintain a peace vigil, then a newsletter

for the peace and progressive community which found its way all around

the world to an audience of thousands by standing out and vigiling

every week against the Iraq war for 2 years on the street corner from

2003 2005. From 2006 through the end of 2007, Nicole also had her

own weekly radio show on 89.5 FM KTEC on the OIT Campus in

Klamath Falls, Oregon devoted to peace and progressive issues. As

a tireless advocate for life and humanitarian causes, Nicole participated

during crucial moments in our nations history as an outspoken

advocate for the human condition.

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Currently Nicole is working on writing several different books.

For a current and complete list of books by Nicole, please go to her

publishers website: http://stores.lulu.com/alspublications

Some of Nicoles other recent books are: Whats Your

Addiction Temperature? A Road Map to Healing from Pain of Addiction

Using TEL Therapy (that is the Workbook that accompanies this Main

Text), Roommate Revolution: Save Money by Winning at Finding the

Perfect Roommate, Psychic Secrets! What Is Your Psychic Gift and

How to Use It Properly. and Grow Your Phone Room or Go Bust:

Make Money on the Telephone and Avoid the Phone Room from Hell

an Insiders Essential Guide,

Nicole teaches others from her accumulated experiences as

a guest speaker, teacher, author, psychic, phone room manager and

most dear to her heart, continues her advocacy work in speaking out for

social justice issues. Nicole plans to continue her tireless work in

teaching others to find their own voice, advocating for the voiceless and

helping others find their own unique voice and twin heart in life.

Join us in your journey to finding your twin heart See Nicoles

daughter, Angelinas Daily Blog at:

http://www.TwinVisionAmerica.com

Nicole makes occasional Guest Appearances on this Daily Blog to

share insightful tips on how you can find your own twin heart.

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Remember that together no matter what our differences, we can

help save lives! Thank You so much for caring to help make this world

a better place! LChaim! To Life!

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