I, myself, am envious of these people. I can write an email, chat or text all day long but if you ask me to cold call someone, I start to develop this genuine feeling of anxiety. I thought it was just the shy quality I’ve had since a kid but it’s actually something a lot of people experience. Specific phone calls also lend themselves to certain feelings of trepidation like calling to ask for money, calling to find a person you’ve never spoken to or having to deliver bad news.

If you’re in the sales or marketing industries, it’s pretty much imperative you have the ability to engage with others without hesitation. Calling is still the fastest and most effective way to communicate these days (besides face-to-face) and in order to get an answer fast, you have to pick up the phone.

After doing some research, the best technique to combat this feeling of dread is to simply prepare. On fluentself.com, Havi Brooks outlines her best strategy for tackling a phone call:

• Take out a pen and paper and make a list of all the things you have in common with the person you’re calling.
• Even if you don’t know them, you probably know something about them (i.e. the reason you’re calling) so start with that. For example, I’m calling Tom who is a salesman for a promotional products company who offered to give me a great deal on some pens.
• Read it aloud as if it were a conversation (or at least read it in your head so others don’t think you’re crazy).

By the time you finish, you’ll understand some of the anxieties and fears assumed by the person you’re calling. Muster up the energy and dial the number.

This technique is also good for individuals who do make phone calls for a living. You might not stress over it as much as, say me, but it does help you make that connection with the customer. When you’re getting ready to speak to a customer about a particular product, think about what you, the product and your customer all have in common. Making a connection between the three will help you understand where the customer is coming from on a more personal level. You can then shape your presentation around their own personal needs and what benefits them the most about the product.

There are actually anxiety disorders related to making phone calls but in those extreme cases, only professional treatment can help.

But, I’ll try this technique the next time and see how it works. Everyone is different and what works for one might not work for another but it’s worth a shot.

This Halloween, one thing I will vow not to be scared of is making a phone call.

What are your tips?

Image via Wikipedia

Today I’m going to start a new blog feature!  Our communications director, Laura Jollay, does a fabulous job each week creating a company newsletter (the GCS Express).  This newsletter features articles about goings-on within our centers, industry news and sometimes articles written by our employees.  Today I’d like to share with you an employees’ thoughts on leadership and the future of the Middle East.

The “Arab Spring” which I discussed in an earlier issue of the GCS Express this year, has given way to the “Arab Autumn” of today with new regimes in Tunisia and Egypt. The world is now engaged in a “death watch”of the regimes of Mohammar Gaddafi in Lybia and Bashar Assad in Syria. There is much speculation about what lies ahead for these countries.

Revolutions have much in common with the way pregnancies were before the advent of sonogram machines. There is much anticipation over the arrival of the “new nation.” Expectations and euphoria are at heightened states but on the “birthday” of the “new nation” you never really know what you are going to get. The aftermath of the revolution can be one where liberty and opportunities abound, as was the case with the birth of our nation on July 4, 1776, or the results can be disastrous as they were in Cuba and Iran.

Many attribute the success of our republic to the “separation of powers” which is contained in the Constitution of the United States but notwithstanding the genius of James Madison and others, without sound leadership, our Constitution would have been only words on parchment.

The key was leadership and the man who held the key was George Washington.

At the end of the American Revolution, George Washington could have become a dictator or he could have crowned himself emperor as Napoleon Bonaparte did at a later date. Instead, he submitted his sword to Congress and retired to his home in Mount Vernon, Va. The world had not seen such a display of humility and integrity since Cincinnatus submitted his sword to the ancient Roman Senate. Washington cared deeply about those he led and he was willing to put his ego aside for the greater good of our country. He recognized his lack of knowledge of military strategies and was willing to seek the counsel of those with more expertise like Prussian General Von Steuben.

More importantly, when his last term in office as president ended, he did not try to remain in power by changing the Constitution, as Hugo Chavez did in Venezuela. He did not try to continue to exert his influence as prime minister as Vladimir Putin did in Russia. George Washington stepped aside and allowed John Adams to take over the reins of the federal government as chief executive. This is the “stuff” that real leaders are made of. This is the “stuff” needed by those carrying AK 47s on the streets of Tripoli. George Washington did not have to wait until after his death to be recognized as a great leader. He was known and admired throughout the world in his day.

At the end of his life, Napoleon Bonaparte said, “They wanted me to be another George Washington.”

What is needed in these Middle Eastern countries is sound leadership at every level of government. As we go into the season of political primaries leading to the presidential election of 2012, let us not evaluate candidates on the basis of physical attractiveness or their “witty” remarks at television debates. Bear in mind James Madison was no taller than five feet and weighed no more than one hundred and twenty pounds but “from the neck up,” he was twenty feet tall. All of us have seen photographs of Abraham Lincoln and can agree physical attractiveness was not exactly one of his attributes.

Neither the people of the Middle East nor the people of the United States can afford to be distracted by superficial appearances and “razzle dazzle.” Instead, let us not forget the difference one individual can make and let us keep a “check list” of the attributes of leadership so we can turn this presidential election into a “George Washington look-alike contest.”

I recently read an article about Google and their roll out of contact center support of their AdWords service. The article is a reminder of how important solid customer service is and how, when done right, the experience can transform a perceived cost center into a real revenue opportunity.

Previously Google used email and an online help center to handle support tickets for AdWords. This process was criticized for lacking urgency and personalization. However, this year Google decided to invest in a contact center project to help improve support and create a more personal connection – thus improving customer loyalty.

By opening up a dialog channel with their customers, they are able to create opportunities not possible just through email or a database of answers. The calls provided Google with real conversations that gave them immediate insight into the needs of their customers and a personal pathway for offering solutions. This communication helps improve future support and creates new marketing opportunities.

In an effort to reduce costs, many companies continue to push customers away from contacting them through a live, telephone interaction. But this is looking only at one side of the equation. This lack of personalization also reduces opportunities to create loyalty and build relationships with their customer that can fuel additional sales. In this current slow-moving economy, this story should remind businesses that a properly trained contact center agent can actually deliver ROI through many CRM opportunities. Contact Center Services (like those of GCS) not only provide lower cost contact center solutions, they also provide the skill and training to delight the customer and increase revenue from those same customer calls. As Google has found out, true customer satisfaction comes from multiple channels of engagement that meet the desires of the customer. And sometimes, they just want to talk to you.

Please contact me more information.

Joe.Meehan@gcsagents.com

Related articles

• Google Customer Support Suprise: 1,000 Reps Handling 10,000 Calls A Week From 60 Countries (searchengineland.com)

Image via Wikipedia

The following is from this weeks GCS Express…

It’s one of those days in American history that will forever be ingrained in our minds. It’s almost inconceivable to imagine it was ten years ago. Just like when man first walked on the moon or when President John F. Kennedy was assassinted, Americans remember where they were that day.

We asked our Salisbury team if they could recall what they were doing when they heard about the attacks. Their memories are as clear today as they were ten years ago. Some are sad and some, too bittersweet to almost believe.

Tony Burkett, Script Developer “Oddly enough I was sitting in this very same building at Telespectrum working in campaign support when it happened. Funny how things come full circle.”

Christine Hatfield, Script Developer “I was sitting at my desk, scripting, at Telespectrum! It seems like yesterday. I cannot believe it has been 10 years, either. I get just as sad every time I think of it.”

Crystel Prugh, CSD Team Lead “I was at my mother’s house with her watching it on TV.”

Holly Czuba, Marketing “I was in one of my very first classes as a freshman at UNC Chapel Hill.”

Shaun Connolly, Application Developer “I was a full time student at Mitchell community College in Statesville, NC. That particular day I was on my way home to have lunch before my next class. It was all over the news as soon as I walked in the door.”

Bryan Overcash, COO “I was in Indianapolis purchasing furniture for our first contact center in Oak Hill, WV. I was scheduled to fly back to Charlotte later that day (Tuesday, 9/11/2001). That morning, I was on a treadmill in the hotel fitness center when news came on that a plane had hit the World Trade Center.”

Maria Bassett, Benefits Admin “September 11, 2001, was our 25th wedding anniversary and my husband and I had both taken the day off from work to do something special. My mom called to tell us to turn on the TV to watch what was happening and as a result, spent most of the day in front of the TV.”

Bucky Cline, VP of Human Resources “I was working in an office complex in Greensboro and remember what a perfectly clear, beautiful day it was. We received a call that morning and were told that on TV they saw that a plane accidentally crashed into the World Trade Center. We got a TV hooked up to see the second tower hit – so at that point we knew it was not an accident. My wife, Ann, was recovering from surgery and I was spending partial days with her and like everyone, found myself glued to the television over the next few days.”

Laura Jollay, Marketing Coordinator “I was a sophomore in high school. I had just walked in to my second period English class. We turned on the tv and saw the second plane hit live. We watched the news in every class the rest of the day. I just remember being scared and confused. All of our after-school activities were cancelled and we were told to go home immediately.”

George Simons, VP of Marketing “September 11, 2001, was a bittersweet day for our family. Late in the night of September 10th, our daughter Ellen was born. That morning we were in the hospital notifying family and friends of our new addition as the drama of the terrorist attack unfolded. I remember talking to people on the phone who, understandably, could barely focus on our good news because they were so upset. There we were, sitting in the hospital room full of personal happiness, while watching the nation’s human tragedy unfold on TV. I still remember the realization that this was an orchestrated attack when I saw the second tower struck. Our minister came to greet the new baby, arriving shortly after the first tower fell. He was in such shock at the horror, he could barely speak. Our two young boys came in a while later and we turned off the TV. My wife’s parents arrived mid-morning, having drove all night from Florida, totally unaware at what had happened. They could tell something was up by the buzz they encountered at gas stations and food stops along the way, but because they were listening to music in the car, they had not heard the specifics concerning the attack.

It is a bit ironic that I was born in the middle of the Cuban Missile Crisis (that’s the Kennedy administration, 1962, for you young ‘uns.) I remember my Dad recalling how he lamented bringing a child into such a crazy world. To this day, reminders of 9/11 always bring mixed emotions, corporate sadness at the tragedy of 9/11 and personal happiness at Ellen’s birth of 9/10. The world is still a bit too crazy sometimes.”

Do you remember where you were on 9/11?

Unknown facts about 9/11:

• Not just two but three buildings fell on that day. The damage from the Twin Towers caused the WTC Tower 7 to collapse, as well.
• 185,101 tons of steel were results of the collapsed buildings. Most of it was sent overseas and the rest were used for memorials.
• It took 99 days to extinguish all the fires at Ground Zero.
• Number of people who survived the tragic event: Twenty. 20 people were rescued from underneath the rubble, found alive after being buried on an average of 20 hours. Only four people managed to escape the south tower as it collapsed.
• No criminal investigation was ever conducted.
• Americans weren’t the only ones that died in the 9/11 incident. Out of 372 foreigners, 67 were British and more than 80 other nationalities suffered.
• Cantor Fitzgerald, a global financial services firm headquartered in NY on the 101st and 105th floors of the WTC lost 658 workers out of its 960 employees. After the incident the CEO called one of his colleagues and said: “We could shut the firm and attend our friends’ funerals, or we’re going to work harder than we’ve ever worked before to help their families.” 10 years later today, the company has handed out almost $180 million for the families of the deceased.

Let us never forget.

Related articles

• September 11 in Pictures (businessinsider.com)

This past weekend my class went on a 2 day retreat to kick off the program.  (Side Note: if you don’t believe in retreats… it is the quickest, dirtiest way to get close to a group of people in a short amount of time.  I spent less than than 48 hours with this group of people and I already feel as if I can rely on them for anything.)

The main activity of the retreat was participation in a Simulated Society.  The basic premise was to split the ‘society’ into three different groups.  Each group was given a different amount of ‘money’ and ‘resources’.  The groups effectively symbolized different classes.  The simulated society would fail if anyone died, went without food or got arrested.  This is a simplified explaination, suffice it to say the simulation was meant to test and challenge us.  It did.  And without writing a novel I’m going to go through some of the lessons learned and reinforced throughout the exercise.  This is by no means an exhaustive list!  I could write about the experience for days, but these are stand-outs.

It’s not Us & Them

The three groups within our simulation were often put at odds with each other by virtue of the rules of the simulation.  But the overall goal of the entire group was to be a successful society.   If you make an effort to let go of your Us & Them mentality, you will more clearly see your way to collaboration.  Try it in everyday life!  If you remind yourself that we all have the same goals and aspirations, I dare say, you fill find yourself getting less ticked off at others for infractions you see as affronts or personal insults. Additionally, remind yourself that all you have to go on is your assumption of why a person is acting the way they are (you may not have all the facts surrounding their circumstances).

Transparency is Your Friend

Again, without overwhelming and confusing you with the details, there was one individual that was permitted to visit all of the groups and relay information.  The groups were in separate rooms and visitation between the rooms was regulated.  The individual that could freely visit each group relayed information on behalf of other groups.  We were originally inclined to trust that she was telling us the truth, but throughout the day that mindset wavered.  At times it was difficult to determine where her interests lay.  The best option would have been to talk to the other groups ourselves.  We should have been more diligent about traveling to the other ‘regions’ and conveying our own information.

We Stereotype Groups Not Individuals

One particular group in the society was in a very challenging situation.  They did not have any money or resources and had to rely on the other two groups for help.  A couple of the individuals reacted defensively, at times even aggressively throughout the simulation.  It was VERY easy for us to stereotype their whole group as defensive and aggressive when it was really a few individuals responsible for the behavior.

If You Don’t Ask, You are Left to Assume

This particular lesson ties many of the other lessons together.  Transparency and FACE to FACE communication between groups was the optimal situation.  Unfortunately, the simulation prevented this optimal scenario.   Groups were left to assume the wants and needs of the other groups and rely on snippets of small communications and behaviors to base their assumptions.  You can imagine the problems this caused.  Or perhaps you are familiar with the dangers of assuming?  This lesson in particular is one of the underlying principles behind our CEO’s belief that visiting our centers is imperative to the success of the company.

Sometimes You Are Too Close to See the Creative Solutions

At the end of the simulation we were asked to come up with a group summary and answer a few questions. One of the questions asked what you would have changed if you had to do the simulation over.  There was a laundry list of things we would have done differently.

As if a light bulb went off over my head I thought of a completely different direction our simulation could have taken.  It was SO CLEAR to me after the fact, but in the heat of the situation it was as if we all had blinders on. We were constraining ourselves without even knowing it.  There were time constraints built into the society (a very real stressor we are all familiar with) which I believe did a good job of mimicking real life.  What’s that saying?  Hindsight is 20/20.  Now, if only we could learn from our history lessons.

Overall, I highly suggest participating in a simulated society if you ever get the chance, even if (and maybe especially if ) you consider yourself very conscious of societal functions.  You’ll be surprised by what you don’t know.

Is it ever OK to micromanage?

Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don’t agree? Check out this video.

Is it ever OK to micromanage?

Yes. There are several instances in which micromanagement can be a good thing. The micromanager may not yet be aware of his/her employees’ abilities and thus feel the need to oversee everything, especially when ultimate responsibility of certain tasks fall in their managerial lap. Another common scenario is when employees are asked to do something new and/or unfamiliar.

Micromanaging is necessary when rolling-out a new process or initiative.  Training, detailed explanations and careful oversight are required.

Until a new process becomes engrained, the manager will have to engage in certain levels of micromanagement, no matter how much of a pain it is. For example, here at GCS we are rolling out a new training initiative. Several of our managers and department heads have taken on a micromanaging role in order for this new initiative to be successful. Once everyone involved gets used to the new process, we anticipate managers turning more management tasks back over to the supervisors. But until then, we’ve seen the evidence and results that accompany such careful management when rolling out our new training initiative!

Related articles

• How to Stop Micromanaging (blogs.sitepoint.com)
• Work Under a Micromanager? 10 Survival Tips (brighthub.com)
• The Villain in the Workplace!! (ascendbusinessstrategies.wordpress.com)
• Micromanagement (changingminds.org)

On July 11^th, I spent the entire day with United Way. Since GCS contributes to the United Way campaign every year, I was asked to serve on the Allocations Committee in order to oversee the distribution of United Way funds to local agencies.

The committee is comprised of about 10 people from all walks of life: an IT director at a local community college, a salesman, a loan officer, etc. One gentleman sat down beside of me during our tour of the local YMCA. I remembered him saying he was the Chief Chaplain at the Department of Veterans Affairs in Salisbury. He asked me what company I worked for and I told him-Global Contact Services.

Immediately, his brow furrowed and his eyes narrowed.

“Is it located in West Virginia?” he asked.

Stunned, I said “Yes! We have a few sites in West Virginia.”

Now, around Salisbury, if you tell people you work for GCS, they just assume it’s the local Salisbury office, so, to hear a complete stranger tell me he had heard and seen a couple of our sites in West Virginia was amazing!

He then explained to me that he used to travel a lot with the VA through West Virginia and remembers seeing GCS during that time.

I was amazed at how small the world started to seem. GCS isn’t the biggest company out there but what we do have is quality: quality associates, quality sites and a quality mission. I hope that whoever passes by one of our sites or interacts with our company in whatever fashion, has a positive memory of their interaction. What’s the moral of the story? You never know who’s watching you at GCS; therefore, you always have to give them something great to remember.

And just so he won’t ever forget us, I left him with my GCS pen.

This summer saw the first 10-year employee anniversary. Ron Rowan was recognized at the Strategic Planning Session in Salisbury in June. We sat down with Ron to find out what he thinks about celebrating this milestone.

Prior to joining GCS, what were you doing?

I have known some of the GCS folks for 15 or 20 years. I came out of the insurance industry where I was running a contact center for one of our existing clients. Then I moved into a telemarketing company where many of our folks came from. I’ve worked on a whole host of interesting projects, managed large groups of client service professionals, managed an application development department and managed a contact center. I know I have seen the business from all angles and what I see for GCS is pretty darn good.

What has kept you at GCS for this long?

The relationships and all the great people in the centers, at corporate and the folks I work with in client services. We are a professional, hard working and successful group of folks. I have great respect for the management team and we really do live our mission statement every day.

What is most fun about this company?

Again, it comes back to the people I work with everyday. I’ve known some of these folks for 20 years and am very proud to be associated with all of them.

What’s the biggest thing you’ve learned over the past 10 years?

That whether as a company, team or individual, we’re going to face numerous challenges and hurdles every single day and some of those can be downright horrible. I’ve learned (probably with my age) how with calmness, composure and a steady hand; by working with the team, we can overcome just about anything.

What do you see ahead for GCS over the next 10 years?

I see a bright future for this generation and the next. We are a company with enormous talents and outstanding character. I am sure the business will change a good bit, as we saw in the last decade, but we will adapt and flourish. I am sure we will expand into other ventures and opportunities in the contact center and marketing arenas, providing a host of opportunities for everyone.

Related articles

• GCS is Ten! (A Brief History) (gcsagents.com)
• Listen to CEO, Greg Alcorn talk about GCS’s Beginnings and Growth, both at the Company and Industry Levels. (gcsagents.com)
• Thoughts on Ten (gcsagents.com)
• Improving Corporate Communications (Tips to Implement at Your Contact Center) (gcsagents.com)
• Improving Corporate Communication (Operations and the Communication Plan) ~ Part II of III (gcsagents.com)
• Should My Company Outsource? 9 Things to Consider before Outsourcing Your Contact Center (gcsagents.com)

Planning is an important aspect of being successful in business!

As part of a project for my Masters course at Gonzaga University, I interviewed Jack Whitt, northern regional director, to discuss communication practices at GCS. Jack has been with GCS since nearly its inception and has seen the company grow over the past ten years. His experience and input was valuable to the communication audit I performed in October of 2010.

Jack works alongside many employees involved with the daily operations at GCS. In the first part of the series, we previously addressed tips for improving internal communication at the contact center. He stressed the importance of planning for communication. Here are Jack’s comments on three things a company can do to improve its communication plan.

• Realize the Importance of Communication. – Just like finance, human resources and technology, communication has a place in the strategic plan of a company. You need to plan all functional areas to run a company cohesively. How you plan to distribute, reinforce and update the messages of the company must be considered. All employees should be shown how important open and clear communication is to the success of a company. Having the management team on-board with the importance of communication is a good practice for getting the associates to follow suit.
• Articulate the Communication Plan - When your company hosts a strategic planning session, the communication plan should be slated in the agenda. Not only should you discuss communication at your sites, but you should cover the overarching communication plan of the company. Make sure every member of the senior management team is aware of the plan. First, cover what and how communications will happen on a routine basis within the organization. Then outline what steps are to take place during a crisis or other public relations event. Take the time to educate those of authority on what effective communication means for your company.
• Make Communication a Managers Responsibility – As a manager, you should ask yourself “can job responsibilities be shifted in my center so communication is more streamlined for supervisors and associates?” In order for effective communication to happen, managers must be sure their associates are able to receive communication through the proper channels and within the proper timeframe. If a supervisor is too busy grabbing reports and performing monitoring sessions to answer emails or make necessary phone calls, there will be breakdowns in the communication chain. Take the time to weigh the options for task assignments and see what day-to-day tasks others should handle so managers and supervisors have the time needed to communicate effectively.

Creating effective communication strategies should become an initiative for every company, from the corporate office down to the call center floor. A great plan only succeeds with great communication.

Related articles

• Improving Corporate Communications (Tips to Implement at Your Contact Center) (gcsagents.com)
• Communication Strategies in Business (thinkup.waldenu.edu)
• The Business of Communicating Values (blogs.hbr.org)
• Simple Keys to Effective Communication (psychologytoday.com)

Tina Eskins, HR Director

“To me the most special thing about this company is the many opportunities I have been given over the past 10 years. I have had the opportunity to meet and work with some of the most amazing people I have ever known in my life. I have had the opportunity to watch people grow both personally and professionally. I have had the opportunity to see people who have never even met, come together and support one another in the fun times and the hard times. I have had the opportunity to have leaders who inspire and teach me each and every day. I have had the opportunity to build friendships and relationships that will last a lifetime. GCS is special because of the people and I am very thankful and blessed to have been a part of this team for the past 10 years!”

Jack Whitt, Northern Regional Director

“I’m a very loyal person. When I started with GCS I didn’t even consider a future beyond my career at GCS. Ten years ago, I was a single guy moving from state to state trying to get back to West Virginia. GCS offered me that opportunity and as the company has grown, I have grown too. I now have a beautiful wife and two amazing kids. GCS has been loyal to me through the years on many fronts and I have been blessed to be a part of it from the time before we even had a name.  God opens doors for us and it’s up to us to recognize them, appreciate them and take advantage of them. He blessed me with the opportunity to be a part of this company ten years ago and it continues to bless me and my family today.”

Jeff Meredith, Southern Regional Director

“Having had the pleasure of being here since about four months prior to us making our first call, sometimes you just feel you need to see something through to the end. From the beginning, ALL conversations were about how we were going to be able to take care of lots of people in Southern WV and beyond. The fact the core of the company was started where so many of us call ‘home’ means something a little more special I guess.”

Rushie Shue, Benefits & Payroll Manager

“I worked with Greg and Bryan for over six years prior to the beginning of GCS. When GCS began, I was given the opportunity to work with them again. At first, I worked out of my home office, making weekly trips to Bryan’s house for paperwork and communications. Once the office opened, I began commuting to the office three days a week. GCS is an honest and above-board company and I feel I have always been treated fairly. I love the work I do here and appreciate Greg and Bryan treating me, not only as an employee, but also as a friend. I know my opinion is respected and that is important to me.”

Denise Smith, Office Manager

“I remember the first meeting with Greg, Bryan and others who were hired at that time. It was in October 2001 and it was in the Housing Authority Conference room in Mount Hope, WV. As I came out from that meeting there were children outside as this was a housing complex for low income families. I remember how in my heart I knew some of the children’s lives would soon change because GCS was coming to make a difference in some of their families’ lives. I don’t know the numbers but many people became employed with GCS and many lives were changed. A new hope was given to a little town of people that longed for change – for something new. I am thankful to GCS for this and what GCS did for the community and surrounding communities.

As a resident of Mount Hope and on behalf of the Mt. Hope citizens, schools, and businesses, we thank you. GCS has been good to me in many ways and I have been blessed for the past 10 years to be an associate of this company. Never in my wildest dreams did I know what the future held when a small group of six people met each day in one of my bedrooms. That make-shift office was where we started the journey that led to what GCS is today.”