All posts by Admin

Scheduling Answering Service Staff for Holidays

When Historical Data Can’t Predict Call Traffic, We Need to Guess

By Peter Lyle DeHaan, PhD

Peter L DeHaan, publisher of TAS TraderLast week we celebrated Independence Day in the United States. With it happening on a Wednesday, it threw a lot of people off. Me included. When July Fourth occurs on a weekend, there’s little impact on normal business activity. And when it falls on a Monday or Friday, it gives us a three-day weekend. Last year it was on Tuesday, which caused many companies to declare Monday as a day off, giving people a four-day weekend. I suppose the same could apply if it fell on a Thursday.

But what to do when it’s on a Wednesday? Some people viewed the whole week as a holiday week, while others viewed it as business as normal except for Wednesday, when they took the day off. And I talked to many people who saw this as an opportunity for a five-day weekend.

These various interpretations trickled down to expectations placed on answering services and affected their call traffic. Many schedulers wondered what to do. Normally historical information can project future trends, but with the holiday falling on a Wednesday, there wasn’t a historical model to follow, since I believe the last time July 4 occurred on a Wednesday was in 2012. And even if you have historical data from 2012, how relevant is it six years later in 2018?

Though we like to use data to determine our scheduling needs, sometimes it’s not possible. The best we can do is guess. When this occurs we realize that scheduling staff for an answering service is sometimes more art than science.

This also reminds us to appreciate our staff, for when our traffic projections fail us, and we make our staff busier than we want, it falls on them to bail us out. And they almost always do.

If your staff worked harder than usual last week, remember to thank them, and recognize their efforts. And if your schedule was right on target and caused no surprises, thank them anyway. They deserve it.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time

The July 2018 Issue of TAS Trader

Scheduling Answering Service Staff for Holidays

When Historical Data Can’t Predict Call Traffic, We Need to Guess

By Peter Lyle DeHaan, PhD

Peter Lyle DeHaan, publisher of TAS TraderLast week we celebrated Independence Day in the United States. With it happening on a Wednesday, it threw a lot of people off. Me included. When July Fourth occurs on a weekend, there’s little impact on normal business activity. And when it falls on a Monday or Friday, it gives us a three-day weekend. Last year it was on Tuesday, which caused many companies to declare Monday as a day off, giving people a four-day weekend. I suppose the same could apply if it fell on a Thursday.

But what to do when it’s on a Wednesday? Some people viewed the whole week as a holiday week, while others viewed it as business as normal except for Wednesday, when they took the day off. And I talked to many people who saw this as an opportunity for a five-day weekend.

These various interpretations trickled down to expectations placed on answering services and affected their call traffic. Many schedulers wondered what to do. Normally historical information can project future trends, but with the holiday falling on a Wednesday, there wasn’t a historical model to follow, since I believe the last time July 4 occurred on a Wednesday was in 2012. And even if you have historical data from 2012, how relevant is it six years later in 2018?

Though we like to use data to determine our scheduling needs, sometimes it’s not possible. The best we can do is guess. When this occurs we realize that scheduling staff for an answering service is sometimes more art than science.

This also reminds us to appreciate our staff, for when our traffic projections fail us, and we make our staff busier than we want, it falls on them to bail us out. And they almost always do.

If your staff worked harder than usual last week, remember to thank them, and recognize their efforts. And if your schedule was right on target and caused no surprises, thank them anyway. They deserve it.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.


Classified Ads:

Need Blog Posts? Need content for your TAS website or answering service newsletter? Let Peter DeHaan provide it. Get professional work from an industry veteran. Nonexclusive content starts at $25 per article. Email Peter for more info.

 TAS Sales Rep: 40-year-old, multiple-location, answering service seeks outgoing, highly professional, hard-working, and self-motivated sales representatives. Previous sales experience is preferred. Strong written and verbal communications skills are required. Must be comfortable with phone sales, computer-literate, and capable of creating written sales proposals. Email resume to Janet Livingston at janet@callcenter-salespro.com.

Seeking Acquisitions: Reputable TAS, in business since 1967 and still owned by the founding family, seeks a small TAS acquisition in the USA. Ideally, you’re billing under $50k per month. Smaller is better. We’ll treat you right, and your employees and customers. Let’s talk. Contact Doug at 888-693-7935 or douganswerphone@gmail.com.

TAS Directory: Promote your TAS for less than a dollar a day. Newly overhauled and redesigned, make FindAnAnsweringService.com part of your online marketing plan. Should you list your answering service on FindAnAnsweringService.com? The answer is, “Yes!” Email Valerie to find out more.


3 Simple Training Tips to Boost Performance

By Cordell Riley

Training offers you the potential to dramatically increase profits and performance. Here are three tips to get that to happen for you.

1. Start with the End in Mind: Chances are you know where you would like to see improved performance or profits in your organization. But specifically what would those improvements look like? Would it be better online reviews or a 15 percent increase in sales? What?

Specific goals emerge when you define the business challenges you need to address. And once you have defined those issues and goals, you can determine if there is training that will assist in reaching them.

2. Develop an Appropriate Curriculum: Your curriculum should be designed to teach people the skills they need to learn or improve in their specific role. But developing an effective curriculum is more complex than simply defining skills. It should be right for the people in the roles who are performing the tasks and jobs that your training addresses. And it should be designed to have a focused, specific impact on the business items where you are trying to “move the needle” and bring about change.

An appropriate curriculum should consider how those lessons will be delivered: by a live trainer, on phones or tablets, enlivened with games and exercises, in short chunks, or longer lessons. Creating an effective curriculum depends on considering who your learners are, where they are, and how they would prefer to learn.

3. Measure Results, then Tweak and Adjust Your Training Accordingly: At this point, loop back to the decisions you made in the first step, when you started. Develop ways to measure the change you have brought about through training.

Once you are measuring, you can tweak, modify your training, and find ways to improve results. But one thing for certain? If you don’t measure and adjust, your training will never deliver the results it is capable of.

Cordell Riley is a sought-after keynote speaker and the owner and president of Tortal Training, a training development company that uses strategic engagement methodologies and specializes in developing mobile training platforms for organizations with distributed workforces.

 Email us with your articles for consideration in our next issue.


Telephone Answering Service News

Startel Announces Renita Dorty As New Chief Customer Officer: Effective immediately, Renita Dorty will begin the new role of Chief Customer Officer (CCO) for Startel, Professional Teledata, and Alston Tascom. This new position will be responsible for all aspects of the companies’ customer service strategies and will provide a comprehensive view of the user experience to create initiatives focused on maximizing customer retention, developing more efficient processes, and facilitating client communications. Dorty has thirteen years of experience in the contact center and telephone answering service (TAS) industry, most recently, as the executive vice president of Nationwide Inbound Inc.

Brad Swift Rejoins Amtelco: Amtelco has brought on Brad Swift as their contract service sales manager. Amtelco created this position in response to the growing need for call centers to quickly have access to the newest Amtelco software features. Brad will offer Amtelco contract services to help call centers get up-to-date with current technologies, assist with projects such as upgrading system software, and help with growth and future development. “Brad had a successful eighteen-year sales career with us in the past, serving our clients in Canada,” said Tom Curtin, Amtelco president.

AnswerNet to Help Deaf Community: AnswerNet and Connect Direct have partnered to bring the deaf community to the forefront of today’s customer service solutions. With one million deaf and hard of hearing individuals in the United States, little progress has been made in customer service communications. Companies can now allow customer service representatives to connect immediately with their deaf or hard of hearing consumers through video. The agents use American Sign Language (ASL), often the first language of deaf and hard of hearing people, to communicate with the consumer regarding their issue in a quick and efficient manner.

Email us with your TAS news for consideration in our next issue.


Quotes for the Month

“If they can get you asking the wrong questions, they don’t have to worry about the answers.” -Thomas Pynchon

“Time sneaks up on you like a windshield on a bug.” -John Lithgow

“When a clock is hungry it goes back four seconds.” -unknown

Welcome to Summer

Be Intentional to Make the Most Out of the Summer Season

By Peter Lyle DeHaan, PhD

Peter L DeHaan, publisher of TAS TraderEven though summer hasn’t officially begun, for most of us in the United States it effectively started after Memorial Day. It feels like summer, and I, for one, act like it’s summer. Though it’s been a while, here’s what I recall summer meaning in the answering service business.

More Traffic

With summer comes an increase in call traffic. As clients scale back their hours of operations to embrace a summer schedule and send more calls our way because of staff vacations, call traffic picks up. That means we need to schedule more agents, which we’ve already hired and trained. And for answering services with usage-based rates, this means a nice increase in revenue.

Increased Vacation Requests

Our staff, of course, also thinks about vacation during the summer more so than other times of the year. Often they wish to coordinate their vacation with their spouse’s and their kids’ summer vacation from school. And for those without constraints dictating a vacation schedule, summer seems to be the normal time to take one anyway. Ironically, this increased demand for vacation comes when we’re busier and need our staff in the office taking calls.

Fewer Sales

During the summer, sales can drop. Leads decrease and many that do come in are planning for the fall. Many businesses limit changes during the summer, putting off decisions until after Labor Day (in the United States) when a normal schedule reemerges.

Delayed Decisions

For me, I viewed summer is the time to catch up on projects but not to start new initiatives. I held those for the fall. I also strived to work less. Though I never succeeded in getting down to a forty-hour work week, for some reason I could get a little bit closer in the summer. I guess there were too many other things begging for my time.

Your experiences at your answering service may differ from mine. Or they may hold true for you today as much as they did for me then. Regardless be intentional about the summer season. What opportunities does it provide, either personally or for your answering service? Decide which opportunities to pursue and move toward them. Whatever they are, and however much progress you make, it should leave you better prepared to slide into fall in three months.

Have a great summer!

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The June 2018 Issue of TAS Trader

Welcome to Summer

Be Intentional to Make the Most Out of the Summer Season

By Peter Lyle DeHaan, PhD

Peter Lyle DeHaan, publisher of TAS Trader

Even though summer hasn’t officially begun, for most of us in the United States it effectively started after Memorial Day. It feels like summer, and I, for one, act like it’s summer. Though it’s been a while, here’s what I recall summer meaning in the answering service business.

More Traffic: With summer comes an increase in call traffic. As clients scale back their hours of operations to embrace a summer schedule and send more calls our way because of staff vacations, call traffic picks up. That means we need to schedule more agents, which we’ve already hired and trained. And for answering services with usage-based rates, this means a nice increase in revenue.

Increased Vacation Requests: Our staff, of course, also thinks about vacation during the summer more so than other times of the year. Often they wish to coordinate their vacation with their spouse’s and their kids’ summer vacation from school. And for those without constraints dictating a vacation schedule, summer seems to be the normal time to take one anyway. Ironically, this increased demand for vacation comes when we’re busier and need our staff in the office taking calls.

Fewer Sales: During the summer, sales can drop. Leads decrease and many that do come in are planning for the fall. Many businesses limit changes during the summer, putting off decisions until after Labor Day (in the United States) when a normal schedule reemerges.

Delayed Decisions: For me, I viewed summer is the time to catch up on projects but not to start new initiatives. I held those for the fall. I also strived to work less. Though I never succeeded in getting down to a forty-hour work week, for some reason I could get a little bit closer in the summer. I guess there were too many other things begging for my time.

Your experiences at your answering service may differ from mine. Or they may hold true for you today as much as they did for me then. Regardless be intentional about the summer season. What opportunities does it provide, either personally or for your answering service? Decide which opportunities to pursue and move toward them. Whatever they are, and however much progress you make, it should leave you better prepared to slide into fall in three months.

Have a great summer!

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.


Classified Ads:

TAS Directory: Promote your TAS for less than a dollar a day. Newly overhauled and redesigned, make FindAnAnsweringService.com part of your online marketing plan. Should you list your answering service on FindAnAnsweringService.com? The answer is, “Yes!” Email Valerie to find out more.

 Need Blog Posts? Need content for your TAS website or answering service newsletter? Let Peter DeHaan provide it. Get professional work from an industry veteran. Nonexclusive content starts at $25 per article. Email Peter for more info.

 TAS Sales Rep: 40-year-old, multiple-location, answering service seeks outgoing, highly professional, hard-working, and self-motivated sales representatives. Previous sales experience is preferred. Strong written and verbal communications skills are required. Must be comfortable with phone sales, computer-literate, and capable of creating written sales proposals. Email resume to Janet Livingston at janet@callcenter-salespro.com.

Seeking Acquisitions: Reputable TAS, in business since 1967 and still owned by the founding family, seeks a small TAS acquisition in the USA. Ideally, you’re billing under $50k per month. Smaller is better. We’ll treat you right, and your employees and customers. Let’s talk. Contact Doug at 888-693-7935 or douganswerphone@gmail.com.


5 Tips to Make Your Family Business Last

 By Mitzi Perdue

Seventy percent of family businesses don’t make it to the second generation. The big question is: how can you beat these odds? The biggest reason business families fall apart is that the family hasn’t developed the kind of culture that supports keeping the family business in the family. Families that leave this to chance rarely make it to the next generation.

So, how do you create this kind of culture?

  1. Know Your Family Stories: We are the stories we tell ourselves, and high-functioning families have heard their family stories over and over. Be intentional about telling these stories. The more stories, legends, myths, and parables, the stronger your family’s culture and the more likely your family business is to endure.
  2. Have Family Vacations: Whether your family vacation is a large group or a small one, having everyone spend time together greatly increases the chances of building a family business that lasts. A vacation means time set aside to share experiences, get to know and appreciate each other, and embed the family’s values.
  3. Subsidize a Family Vacation After You’re Gone: All too often when the patriarch or matriarch passes on, family members stop seeing each other. Soon, there’s nothing left, and family members have superficial relationships—or no relationship at all. A highly effective antidote to this is, leave money in your will to pay for a yearly get-together. Some families subsidize an annual dinner, while others pay for a nice vacation. ­­Endowed family get-togethers can be a highly-effective tool for helping the family business continue across the generations.
  4. Write a Family Newsletter: A newsletter can play a huge role in helping the family maintain a strong and vibrant culture. Include interviews with older family members or employees about the early days and some of the company’s struggles. Make it short, ideally no longer than one or two pages. You want people to read it.
  5. Get Help If You Need It: Fortunately, there’s a whole new ecosystem of family advisors who can help. There’s no such thing as a family business that doesn’t have conflict, and when there’s a serious family conflict, the pain from it can permeate every hour of every day.

Family harmony is so important, that anything you can do to nurture it is a wise investment. Many families don’t stay intact over the generations. The good news is, planning is something you can do, and even better, the implementation can be enjoyable and fulfilling.

Mitzi Perdue is a speaker, businesswoman, and author of How to Make Your Family Business Last. A cum laude graduate from Harvard University and holder of an MPA from George Washington University, Mitzi draws from her direct experiences in two long-lasting family enterprises to assist businesses in preparing for lifelong success.

Email us with your articles for consideration in our next issue.


Telephone Answering Service News

Startel, Professional Teledata, & Alston Tascom Unveil Updates: Startel, Professional Teledata, and Alston Tascom revealed their new unified brand to users of all three of the companies’ software platforms at their first combined user group conference in Denver, Colorado. In conjunction with the new visual branding, content previously found on the three separate company websites is now located on a revamped and unified site, startel.com. The company also launched their new marketing resources center, making custom-branded promotional materials available to their customers. Last, they launched The Customer Spot (TCS), a new self-service customer portal.

New All-in-One Spectrum / Prism II Server: Amtelco hardware and software engineers designed the new Prism II server to run Spectrum, Prism II, and other applications from one server. In other Amtelco news, the Genesis Just Say It feature enhances the IS Navigation Menu feature by enabling callers to speak responses in addition to pressing telephone keypad digits. The Just Say It Navigation Menu features give callers the ability to access information and conduct transactions using either speech recognition or live operator involvement.

 Dan L’Heureux and Renita Dorty Receive Awards: Startel, Professional Teledata, and Alston Tascom recognized Dan L’Heureux and Renita Dorty during the companies’ first combined user group conference in Denver, Colorado. Dan L’Heureux is the recipient of the 2018 Allen Kalik Award, and Renita Dorty is the recipient of the 2018 Don Berry Award of Excellence.

Email us with your TAS news for consideration in our next issue.


Telephone Answering Service News

Startel Updates Secure Messaging: Startel Corporation released Startel Secure Messaging Plus (SM+). Many new features and enhancements were part of this release, including the ability to respond to group messages and allow the forwarding of messages. SM+ is a two-way direct messaging solution that allows users to securely send and receive messages, including those containing sensitive information. All message content and attachments sent and received on devices using SM+ are encrypted. SM+ is available as a stand-alone, web-based solution or integrated with the Startel CMC. The SM+ app is compatible with the latest versions of Android and iOS (iPad, iPhone, iTouch).

 Amtelco Introduces Genesis Just Say It Speech Recognition: The Genesis Just Say It feature enhances the IS Navigation Menu feature by enabling callers to speak responses in addition to pressing telephone keypad digits. It gives callers the ability to access information and conduct transactions using either speech recognition or live operator involvement. The application simplifies and speeds telephone calls, such as listening to what a caller says to interact with them and understand their meaning based on pre-defined parameters. This makes it possible to increase call handling capabilities and call traffic volumes while decreasing labor costs and other operating expenses.

Email us with your TAS news for consideration in our next issue.


Quotes for the Month

“The more sand that has escaped from the hourglass of our life, the clearer we should see through it.” -Jean Paul Richter

“He that will not sail until all dangers are over, will never put to sea.” -Thomas Fuller

“Show me a piano falling down a mine shaft and I’ll show you A-flat miner.” -unknown

Tips for Selling Shoes and Answering Service

Mishandling Leads Will Result in Lost Sales

By Peter Lyle DeHaan, PhD

Peter L DeHaan, publisher of TAS TraderOver a decade ago, in my article “I Want To Buy Some Shoes,” I used my experience buying a pair of sneakers to talk about the TAS industry. Now, I’ll do it again. With my wife serving as my accomplice, she guided me into the inner workings of that dreaded place called the mall.

Ignoring Leads

Tips for Selling Shoes and Answering ServiceThe first place was a small storefront, empty of shoppers, but with a staff of two. We had to brush by them to reach the tennis shoe display. They continued their rapt conversation with each other and ignored us.

The same thing happens at too many answering services. Their marketing campaign brings in the leads, but the salespeople ignore them. Then they complain about their low commission checks. And before you assure yourself that this doesn’t occur at your TAS, submit an inquiry, and see what happens.

Mismanaging Leads

The second store was larger and busier. There the employees helped some customers, but not us. Unable to get assistance, we left.

A second problem answering services face is mismanaging leads. Yes, lead management is a balancing act, but it’s a balance to pursue. Otherwise viable leads leave and go someplace else.

Distracted Lead Follow Up

I browsed the third store until I found a couple pairs I wanted to try. We failed in making eye contact with anyone to get assistance. Frustrated, my wife marched to the cash register and asked for help. One person obliged. He was a personable young man who worked to move us from prospect to buyer, but I must have taken too long to decide. He moved to another customer. Though I was close to making a purchase, we left instead.

Leads never come at a controllable pace. But wise salespeople manage them well and don’t let one lead distract them from others.

Judging Leads

At the fourth store, employees scurried around trying to help customers. As we waited our turn, a young man hustled toward the stockroom. “What cha need?” he asked. I pointed to a shoe on display. He nodded. “Size?” I answered. Before the storeroom door could swing closed he was back, almost tossing me a box of shoes. They weren’t comfortable, and I looked for another pair. The next time he brushed by, he said, “What cha think?” I shook my head, but before I could point to another pair, he said “Thanks for stopping by.” Then he sped off. That’s when I realized we were the oldest people in this store catering to teens and Millennials. True, most of the styles didn’t appeal to me, but some would have worked.

If only he hadn’t dismissed me as a nonviable buyer. How often do your salespeople do that?

Attending to Leads

Though the staff on the floor at the fifth store was busy helping other customers, they acknowledged our presence. Before long someone emerged from the stockroom to help. Though she wasn’t polished in sales or particularly knowledgeable about shoes, she gave us her full attention. She worked with us until we found a pair that fit and I liked. With patience, she waited as I pondered my decision. I bought them, even though they cost more than I wanted to pay. Notice that it wasn’t her product knowledge that sold me; it was her attentiveness.

Now my remaining objective was to escape the mall before I had a panic attack.

Being attentive to leads, helpful, and patient is the best way to move prospects into buyers. This is true in any industry, whether selling shoes or selling answering services.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The May 2018 Issue of TAS Trader

Tips for Selling Shoes and Answering Service

 Mishandling Leads Will Result in Lost Sales

By Peter Lyle DeHaan, PhD

Peter Lyle DeHaan, publisher of TAS Trader

Over a decade ago, in my article “I Want To Buy Some Shoes,” I used my experience buying a pair of sneakers to talk about the TAS industry. Now, I’ll do it again. With my wife serving as my accomplice, she guided me into the inner workings of that dreaded place called the mall.

Ignoring Leads: The first place was a small storefront, empty of shoppers, but with a staff of two. We had to brush by them to reach the tennis shoe display. They continued their rapt conversation with each other and ignored us.

The same thing happens at too many answering services. Their marketing campaign brings in the leads, but the salespeople ignore them. Then they complain about their low commission checks. And before you assure yourself that this doesn’t occur at your TAS, submit an inquiry, and see what happens.

Mismanaging Leads: The second store was larger and busier. There the employees helped some customers, but not us. Unable to get assistance, we left.

A second problem answering services face is mismanaging leads. Yes, lead management is a balancing act, but it’s a balance to pursue. Otherwise viable leads leave and go someplace else.

Distracted Lead Follow Up: I browsed the third store until I found a couple pairs I wanted to try. We failed in making eye contact with anyone to get assistance. Frustrated, my wife marched to the cash register and asked for help. One person obliged. He was a personable young man who worked to move us from prospect to buyer, but I must have taken too long to decide. He moved to another customer. Though I was close to making a purchase, we left instead.

Leads never come at a controllable pace. But wise salespeople manage them well and don’t let one lead distract them from others.

Judging Leads: At the fourth store, employees scurried around trying to help customers. As we waited our turn, a young man hustled toward the stockroom. “What cha need?” he asked. I pointed to a shoe on display. He nodded. “Size?” I answered. Before the storeroom door could swing closed he was back, almost tossing me a box of shoes. They weren’t comfortable, and I looked for another pair. The next time he brushed by, he said, “What cha think?” I shook my head, but before I could point to another pair, he said “Thanks for stopping by.” Then he sped off. That’s when I realized we were the oldest people in this store catering to teens and Millennials. True, most of the styles didn’t appeal to me, but some would have worked.

If only he hadn’t dismissed me as a nonviable buyer. How often do your salespeople do that?

Attending to Leads: Though the staff on the floor at the fifth store was busy helping other customers, they acknowledged our presence. Before long someone emerged from the stockroom to help. Though she wasn’t polished in sales or particularly knowledgeable about shoes, she gave us her full attention. She worked with us until we found a pair that fit and I liked. With patience, she waited as I pondered my decision. I bought them, even though they cost more than I wanted to pay. Notice that it wasn’t her product knowledge that sold me; it was her attentiveness.

Now my remaining objective was to escape the mall before I had a panic attack.

Being attentive to leads, helpful, and patient is the best way to move prospects into buyers. This is true in any industry, whether selling shoes or selling answering services.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.


Classified Ads:

Need Blog Posts? Need content for your TAS website or answering service newsletter? Let Peter DeHaan provide it. Get professional work from an industry veteran. Nonexclusive content starts at $25 per article. We can handle your SEO, too. Email Peter for more info.

 TAS Sales Rep: 40-year-old, multiple-location, answering service seeks outgoing, highly professional, hard-working, and self-motivated sales representatives. Previous sales experience is preferred. Strong written and verbal communications skills are required. Must be comfortable with phone sales, computer-literate, and capable of creating written sales proposals. Email resume to Janet Livingston at janet@callcenter-salespro.com.

Seeking Acquisitions: Reputable TAS, in business since 1967 and still owned by the founding family, seeks a small TAS acquisition in the USA. Ideally, you’re billing under $50k per month. Smaller is better. We’ll treat you right, and your employees and customers. Let’s talk. Contact Doug at 888-693-7935 or douganswerphone@gmail.com.

TAS Directory: Promote your TAS for less than a dollar a day. Newly overhauled and redesigned, make FindAnAnsweringService.com part of your online marketing plan. Should you list your answering service on FindAnAnsweringService.com? The answer is, “Yes!” Email Valerie to find out how.


Six Ways to Put Stories into Action

By Henry DeVries

Build an inventory of stories that demonstrate your core values in action. Then deploy the stories. In storytelling, context is everything. You should never randomly tell stories, but instead use stories at the right strategic times. Here are six perfect opportunities to persuade with a story:

  1. During the Job Interview: No, don’t start the interview telling stories. However, once the candidate has shared about themselves, then the interviewer can share stories about the core values of the organization.
  2. During a Training Class: Teach core values as a part of training. First, state the core value, and then explain what that means. For them to really get the point, tell a story about that core value in action.
  3. At Weekly Staff Meetings: One executive boasted that his organization had twenty-two core values, and they were on posters throughout the office. Asked if he had any stories to illustrate them, a little red faced he said, “No.” Now every week at staff meetings they tell a story to illustrate one of the twenty-two core values.
  4. At Company-Wide Meetings: Is it time to assemble all the troops? Maybe for a change in direction or for recognition? This is a perfect time for core value selling by telling stories.
  5. On the Company Website: Promote core value stories on your website to show clients and potential clients the power of your brand and services.
  6. In Company Brochures and Collateral Material: Since stories connect on an emotional level, doesn’t it make sense to put them in writing?

Storytelling helps persuade on an emotional level. That’s why so many Fortune 500 companies are homing in on storytelling techniques and imparting that wisdom on their sales and business development professionals to tell relatable stories that will convince prospects.

Henry DeVries, CEO of Indie Books International, teaches sales and business development professionals how to build an inventory of persuasive stories.

Email us with your TAS related articles for consideration in our next issue.


Telephone Answering Service News

Startel Updates Secure Messaging: Startel Corporation released Startel Secure Messaging Plus (SM+). Many new features and enhancements were part of this release, including the ability to respond to group messages and allow the forwarding of messages. SM+ is a two-way direct messaging solution that allows users to securely send and receive messages, including those containing sensitive information. All message content and attachments sent and received on devices using SM+ are encrypted. SM+ is available as a stand-alone, web-based solution or integrated with the Startel CMC. The SM+ app is compatible with the latest versions of Android and iOS (iPad, iPhone, iTouch).

 Amtelco Introduces Genesis Just Say It Speech Recognition: The Genesis Just Say It feature enhances the IS Navigation Menu feature by enabling callers to speak responses in addition to pressing telephone keypad digits. It gives callers the ability to access information and conduct transactions using either speech recognition or live operator involvement. The application simplifies and speeds telephone calls, such as listening to what a caller says to interact with them and understand their meaning based on pre-defined parameters. This makes it possible to increase call handling capabilities and call traffic volumes while decreasing labor costs and other operating expenses.

Email us with your TAS news for consideration in our next issue.


Quotes for the Month

“Don’t be seduced into thinking that that which does not make a profit is without value.” -Arthur Miller

“Don’t ever take a fence down until you know the reason it was put up.” -G.K. Chesterton

“With her marriage she got a new name and a dress.” -unknown

The March 2018 Issue of TAS Trader

Staff Communication is Key

Effective leaders take time to get input from their employees

By Peter Lyle DeHaan, PhD

Peter Lyle DeHaan, publisher of TAS TraderOne of my goals when I ran an answering service was to provide the best possible headsets for my staff. After all, they spend all day on the phone, so voice quality, ease-of-use, and comfort are critical.

To pursue this, I always looked for a better headset. When a new model came out that boasted better technology or results, I wanted to test it. In most cases these trial headsets were as good as what we already had, so they ended up in a box in my closet, which I later moved to the trash. However, I would snag the least objectionable of them for my own use.

Since I used the phone sporadically during the day, headset comfort wasn’t a priority. And less-than-ideal voice quality wasn’t an issue either. What mattered was that my employees had the best.

However, after a couple years I discovered my staff had made their own conclusion about why my headset differed from theirs. They reasoned that I kept the best for myself and forced them to languish with old, subpar units.

Don’t Make Decisions in Isolation

At first this upset me. Then I figured out how to set the record straight. I asked one of our senior operators if we could swap headsets for the day. I wanted her opinion about which one was best.

With a smirk she handed me hers and put on mine. Leaving a smiling operator to do her work, I returned to my office. During her next break, she poked her head inside my doorway. She wasn’t smiling anymore. “I don’t like this headset—not at all.” She shook her head. “The audio’s lousy, and the band hurts my head.”

“Do you want to switch back?” I asked.

“Yes.” She nodded in enthusiasm.

Now it was my turn to smile. “My goal is for you and your coworkers to have the best headsets. It doesn’t matter what I use, because my work isn’t as important as yours.” I paused for dramatic effect. “So, do you think your headset is better?”

She nodded, and I handed her headset back to her. Beaming, she bounced out of my office.

From then on, whenever I tested a new headset, I made sure to check with an operator before making a final decision. If they liked it, they could use it. And if they didn’t, then I would. That stopped the grumblings about me having a better headset.

As an answering service owner or manager, it doesn’t matter if we make the right decisions for the right reasons, because if our staff doesn’t know what we’re thinking, they’ll likely assume the worst.

Effective managers communicate with their staff and seek their input.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.


Classified Ads:

TAS Sales Rep: 40-year-old, multiple-location, answering service seeks outgoing, highly professional, hard-working, and self-motivated sales representatives. Previous sales experience is preferred. Strong written and verbal communications skills are required. Must be comfortable with phone sales, computer-literate, and capable of creating written sales proposals. Email resume to Janet Livingston at janet@callcenter-salespro.com.

Seeking Acquisitions: Reputable TAS, in business since 1967 and still owned by the founding family, seeks a small TAS acquisition in the USA. Ideally, you’re billing under $50k per month. Smaller is better. We’ll treat you right, and your employees and customers. Let’s talk. Contact Doug at 888-693-7935 or douganswerphone@gmail.com.

 TAS Directory: Promote your TAS for less than a dollar a day. Newly overhauled and redesigned, make FindAnAnsweringService.com part of your online marketing plan for 2018. Should you list your answering service on FindAnAnsweringService.com? The answer is, “Yes!” Email Valerie to find out how.

 Need Blog Posts? Need content for your TAS website or answering service newsletter? Let Peter DeHaan provide it. Get professional work from an industry veteran. Nonexclusive content starts at $25 per article. Email Peter for more info.


Should You Offer a Free Trial When Selling Answering Service?

By Janet Livingston

Some answering services offer a free trial to new clients. Others do not. Both camps are adamant about their reasons for making this decision. While there isn’t a right answer, it’s critical to carefully consider the pros and cons of each option, strategically picking the approach that best fits your business and business goals. Ask yourself these questions:

Will a Free Trial Show Confidence?

The implication in offering a free trial is that an answering service wouldn’t do so unless they had a high expectation that clients would stay on when the trial period ends. A free trial sends the message that the answering service can back up their verbal promises with verifiable action. This signals that the answering service means what it says about their service.

Will a Free Trial Make You Look Desperate?

The less a business charges for a product or service, the less value it possesses to clients. Sometimes giving something away for free carries a too-good-to-be-true vibe, even to the point of making a company appear desperate for sales. Some prospects may assume your service is so poor that you need to give it away to entice them to use it.

Will a Free Trial Open You Up to Abuse?

Yes, some people will take advantage of you. For this reason, you should be careful with your screening of prospects and be strategic about the structure of your offer.

Will a Free Trial Increase Your Bottom Line?

Offering a free trial will certainly provide you with more clients, but will it provide you with more paying clients? To be successful you must convert a high percentage of free trial prospects into paying clients.

A related concern is how long a client must remain on service to offset your costs in providing them with free service. For example, if they need to remain on service for one year, but on average cancel after nine months, then overall you lose money when you offer a free trial, which drags down your bottom line.

Will a Free Trial Devalue Your Offering?

When answering services talk about the excellence of their work, the quality of their staff, and the value of their processes, they send a strong message to prospects that they’re dealing with a top-notch provider. Their sales staff, website, and literature all back this up.

Many answering services worry that offering a free trial diminishes their assertions and offers a counterpoint to their claims. The concern is that all the talk of quality, and the costs to provide that quality, will be offset by offering a free trial.

Will a Free Trial Subtly Change Prospects into Clients?

When a salesperson works with the prospect, the goal is to get the prospect to say “yes” and become a client. Prospects either say “yes” or “no.”

However, when offering a free trial, a third option presents itself. When a prospect agrees to a free trial, they say “maybe,” stopping short of making an unequivocal commitment. When the trial period ends, they will likely continue using the service, sliding into client status without ever explicitly saying “yes.” It just happens.

Whether to offer a free trial is a tactical decision. When pursued strategically, either approach can produce positive results. So, make sure you choose the right path for the right reasons, and then don’t question your decision.

Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry. Contact Janet at contactus@callcenter-salespro.com or call 800-901-7706.

Email us with your TAS related articles for consideration in our next issue.


Telephone Answering Service News

Amtelco Introduces Intelligent Series v5.1: Amtelco announced version 5.1 of its Intelligent Series (IS) suite of call center applications at the annual meeting of the National Amtelco Equipment Owners (NAEO) users group in February. New features and enhancements include: Virtual Terminals for the SMS, SNPP, TAP, and WCTP contact methods; Genesis Just Say It IVR; Genesis Just Say It directory assistance; the miTeamWeb dashboard; the Intelligent Series two-way WCTP messaging interface; integration with Infinite Convergence Solutions, a new SMS text messaging aggregator; the Genesis meet me park; and auto attendant behavior.

Email us with your TAS news for consideration in our next issue.


Quotes for the Month

“When love and skill work together, expect a masterpiece.” -John Ruskin

“You are the average of the five people you spend the most time with.” -Jim Rohn

“A chicken crossing the road: poultry in motion.” -unknown

 

Staff Communication is Key

Effective leaders take time to get input from their employees

By Peter Lyle DeHaan, PhD

Peter Lyle DeHaan, publisher of TAS TraderOne of my goals when I ran an answering service was to provide the best possible headsets for my staff. After all, they spend all day on the phone, so voice quality, ease-of-use, and comfort are critical.

To pursue this, I always looked for a better headset. When a new model came out that boasted better technology or results, I wanted to test it. In most cases these trial headsets were as good as what we already had, so they ended up in a box in my closet, which I later moved to the trash. However, I would snag the least objectionable of them for my own use.

Since I used the phone sporadically during the day, headset comfort wasn’t a priority. And less-than-ideal voice quality wasn’t an issue either. What mattered was that my employees had the best.

However, after a couple years I discovered my staff had made their own conclusion about why my headset differed from theirs. They reasoned that I kept the best for myself and forced them to languish with old, subpar units.

Don’t Make Decisions in Isolation

At first this upset me. Then I figured out how to set the record straight. I asked one of our senior operators if we could swap headsets for the day. I wanted her opinion about which one was best.

With a smirk she handed me hers and put on mine. Leaving a smiling operator to do her work, I returned to my office. During her next break, she poked her head inside my doorway. She wasn’t smiling anymore. “I don’t like this headset—not at all.” She shook her head. “The audio’s lousy, and the band hurts my head.”

“Do you want to switch back?” I asked.

“Yes.” She nodded in enthusiasm.

Now it was my turn to smile. “My goal is for you and your coworkers to have the best headsets. It doesn’t matter what I use, because my work isn’t as important as yours.” I paused for dramatic effect. “So, do you think your headset is better?”

She nodded, and I handed her headset back to her. Beaming, she bounced out of my office.

From then on, whenever I tested a new headset, I made sure to check with an operator before making a final decision. If they liked it, they could use it. And if they didn’t, then I would. That stopped the grumblings about me having a better headset.

As an answering service owner or manager, it doesn’t matter if we make the right decisions for the right reasons, because if our staff doesn’t know what we’re thinking, they’ll likely assume the worst.

Effective managers communicate with their staff and seek their input.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.

How Many Names Does Your Answering Service Have?

Having multiple business identities for your TAS may be strategic or happenstance

By Peter Lyle DeHaan, PhD

Peter L DeHaan, publisher of TAS TraderNot that I expect many readers to notice, but did you see I made a small tweak to my byline? Instead of Peter L DeHaan it has become Peter Lyle DeHaan. There’s a reason for this. Let me explain

I’m working on some books for the TAS and call center industry. Though I have one finished, I need time to publish it. I planned on listing my name as Peter L DeHaan to distinguish this from other books I’ve written under the name Peter DeHaan, which focus on biblical spirituality. I want to keep these two areas separate, so as not to confuse—or frustrate—readers when they go searching for a particular book using my name.

However, I learned that when most people encounter authors with a single middle initial, they drop the initial. In my case Peter L DeHaan would become Peter DeHaan, thereby defeating my goal of using two different names. The solution, I understand, is to use two initials or a full middle name. Readers tend to not drop those. Therefore, all my writing for the TAS and call center industry now carries my middle name.

And to further complicate matters, I’ve written some young adult (YA) fiction, which I’ll publish under the pen name P D Haan. This means I’m one author, using three names, for three distinct topics, for three diverse audiences.

Why am I telling you this? Because answering services often do the same thing.

How Many Names Does Your Answering Service Have?You may have one answering service, but for marketing purposes you use different names for different audiences. One example is having one name for medical clients and another one for commercial accounts.

In other instances, answering service names reflect a geographic location, such as a state or city: Answering Michigan, Answering Grand Rapids, or Answering Kalamazoo. (These aren’t actual TAS names. I know, because I just checked. But you get the point.)

Another multi-name scenario occurs when making acquisitions. For strategic reasons the new owner opts to keep the old name. This may be a short-term decision or a long-term strategy.

What I do know is that having multiple names complicates marketing. Whether you’re an answering service or an author, you need a separate online identity for each name that you use. For my three author brands, each one has its own website.

However, I stopped short of having separate social media pages for each name. That’s sheer madness. Maintaining multiple social media identities is a challenge. I know because I have a separate Facebook page and Twitter account for each of my publications. (And this is the point where I’m obligated to encourage you to like TAS Trader on Facebook and follow TAS Trader on Twitter.)

My decision to use three author names is strategic. I have a well-considered reason for doing so. The same thoughtful process applies to many multi-named answering services, too.

However, other answering services accumulated multiple names over time. These names now complicate their branding and their marketing. If this describes your situation, I encourage you to streamline your business names as much as possible. Phase out and redirect those old brands to one consistent, strong brand. It will make your life easier and your marketing and branding simpler to manage. You’ll be glad you did.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The February 2018 Issue of TAS Trader

How Many Names Does Your Answering Service Have?

Having multiple business identities for your TAS may be strategic or happenstance.

By Peter Lyle DeHaan, PhD

Peter L DeHaan, publisher of TAS TraderNot that I expect many readers to notice, but did you see I made a small tweak to my byline? Instead of Peter L DeHaan it has become Peter Lyle DeHaan. There’s a reason for this. Let me explain

I’m working on some books for the TAS and call center industry. Though I have one finished, I need time to publish it. I planned on listing my name as Peter L DeHaan to distinguish this from other books I’ve written under the name Peter DeHaan, which focus on biblical spirituality. I want to keep these two areas separate, so as not to confuse—or frustrate—readers when they go searching for a particular book using my name.

However, I learned that when most people encounter authors with a single middle initial, they drop the initial. In my case Peter L DeHaan would become Peter DeHaan, thereby defeating my goal of using two different names. The solution, I understand, is to use two initials or a full middle name. Readers tend to not drop those. Therefore, all my writing for the TAS and call center industry now carries my middle name.

And to further complicate matters, I’ve written some young adult (YA) fiction, which I’ll publish under the pen name P D Haan. This means I’m one author, using three names, for three distinct topics, for three diverse audiences.

Why am I telling you this? Because answering services often do the same thing.

You may have one answering service, but for marketing purposes you use different names for different audiences. One example is having one name for medical clients and another one for commercial accounts.

In other instances, answering service names reflect a geographic location, such as a state or city: Answering Michigan, Answering Grand Rapids, or Answering Kalamazoo. (These aren’t actual TAS names. I know, because I just checked. But you get the point.)

Another multi-name scenario occurs when making acquisitions. For strategic reasons the new owner opts to keep the old name. This may be a short-term decision or a long-term strategy.

What I do know is that having multiple names complicates marketing. Whether you’re an answering service or an author, you need a separate online identity for each name that you use. For my three author brands, each one has its own website.

However, I stopped short of having separate social media pages for each name. That’s sheer madness. Maintaining multiple social media identities is a challenge. I know because I have a separate Facebook page and Twitter account for each of my publications. (And this is the point where I’m obligated to encourage you to like TAS Trader on Facebook and follow TAS Trader on Twitter.)

My decision to use three author names is strategic. I have a well-considered reason for doing so. The same thoughtful process applies to many multi-named answering services, too.

However, other answering services accumulated multiple names over time. These names now complicate their branding and their marketing. If this describes your situation, I encourage you to streamline your business names as much as possible. Phase out and redirect those old brands to one consistent, strong brand. It will make your life easier and your marketing and branding simpler to manage. You’ll be glad you did.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. He’s a passionate wordsmith whose goal is to change the world one word at a time.


Classified Ads:

TAS Sales Rep: 40-year-old, multiple-location, answering service seeks outgoing, highly professional, hard-working, and self-motivated sales representatives. Previous sales experience is preferred. Strong written and verbal communications skills are required. Must be comfortable with phone sales, computer-literate, and capable of creating written sales proposals. Email resume to Janet Livingston at janet@callcenter-salespro.com.

Seeking Acquisitions: Reputable TAS, in business since 1967 and still owned by the founding family, seeks a small TAS acquisition in the USA. Ideally, you’re billing under $50k per month. Smaller is better. We’ll treat you right, and your employees and customers. Let’s talk. Contact Doug at 888-693-7935 or douganswerphone@gmail.com.

 TAS Directory: Promote your TAS for less than a dollar a day. Newly overhauled and redesigned, make FindAnAnsweringService.com part of your online marketing plan for 2018. Should you list your answering service on FindAnAnsweringService.com? The answer is, “Yes!” Email Valerie to find out how.

 Need Blog Posts? Need content for your TAS website or answering service newsletter? Let Peter DeHaan provide it. Get professional work from an industry veteran. Nonexclusive content starts at $25 per article. Email Peter for more info.


Four Ground Rules for Successful Conflict Resolution

By Chris Ciardello

A major subject in many businesses is conflict resolution. Every office has conflict, but not every office handles it the same way. Here are four ground rules for successful conflict resolution.

Ground Rule #1: Each side must listen fully to the other side before responding. Often when one party explains something, the second party wants to justify their actions. There is nothing more frustrating when someone interrupts you, especially when trying to resolve a problem.

Instead the first person listens to everything the other person has to say. Then the second person can explain their side. This process repeats until both sides have sufficiently made their case.

Ground Rule #2: Identify the issues clearly, professionally, and concisely. Unless the issue is identified, a resolution cannot be found. This morning Betty came into work and snapped at Sally when she said good morning. The reason Betty snapped at Sally could be that Betty got a text from her son saying he forgot his homework. This has nothing to do with Sally, yet the frustration was taken out on her, which caused tension between them the rest of the day.

In some cases this kind of tension can slowly come to a boil, making it extremely important to have open communication with co-workers. You may not always know what is going on in another person’s life, so try not to jump to conclusions.

Ground Rule #3: When both parties meet to discuss their issues, they may only use “I” statements. “I felt ignored at the meeting this morning when I was trying to explain the details about Mrs. Jones.” Framing an issue you have with another person with an “I” statement helps to lower their defenses and move to a resolution.

“You” statements put people on the defensive because they feel their integrity is attacked: “You always leave your things in the breakroom,” or “You never take out the trash.” When someone gets defensive, they stop hearing. But when you bring the problem back to how it makes you feel, it lowers guards and a conversation can begin.

Ground Rule #4: The final and most important rule is: no personal attacks, name-calling or finger pointing. These are surefire ways to put the other person on the defensive. There is no room for this in a professional environment.

Having conflict in an office is okay; in fact, it’s actually healthy. However, preventing conflict from turning into heated confrontation is crucial to avoid division in an office. Everyone wants to work in a happy, peaceful environment, so it’s important to talk it out.

Chris Ciardello is a practice management consultant with Global Team Solutions. Passionate about sharing his expertise in technology and marketing, Chris has a distinctive knack for understanding the needs of office environments and assisting companies in building productive, cohesive teams. For more information visit www.GTSGurus.com.

Email us with your TAS related articles for consideration in our next issue.


Telephone Answering Service News

Global Messaging Network Launches the Attorneys Receptionist: Global Messaging Network, Inc. launched The Attorneys Receptionist, a five-star virtual receptionist service for attorneys, law firms, and legal professionals. “There are many benefits attorneys can leverage by using The Attorneys Receptionist service as a communications tool with current and potential clients,” said Edmond Cariolagian, chief operating officer, of Global Messaging Network. “We help busy attorneys, especially those who are proactively marketing their law firms, acquire leads and potential clients, at any time of the day or night.” The Attorneys Receptionist monthly service packages start at $239 per month.

Amtelco Tests Cox SIP Trunking: Amtelco and Cox Communications successfully completed interoperability testing of Cox’s SIP trunking services with Amtelco’s Genesis intelligent soft switch, the internet protocol (IP) based private branch exchange (PBX) capability of Amtelco’s Infinity platform, and the Telescan Spectrum Prism II platform. Cox SIP trunking is a scalable, IP trunking telecommunication solution that provides traditional telephony services. Cox SIP trunking calls are routed over Cox’s proprietary fiber-optic network, with guaranteed Quality of Service (QoS), rather than over the internet. To use Cox SIP trunking, Amtelco customers must maintain a separate business agreement with Cox Communications.

Email us with your TAS news for consideration in our next issue.


Quotes for the Month

“A man is a success if he gets up in the morning and gets to bed at night, and in between he does what he wants to do.” -Bob Dylan

“Learn how to see. Realize that everything connects to everything else.” -Leonardo da Vinci

“In a democracy it’s your vote that counts; in feudalism, it’s your Count that votes.” -unknown