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The Call Center IVR: Breaking Bad Telemarketing and Help Desk Habits

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One thing all call center managers have in common is a desire for the perfect blend of people, technology, and tools. Yet, actualizing this goal can be a specious endeavor for those who have found themselves in a rut where bad habits abound. Business telephone systems and call automation practices are a must-have in today’s progressive marketplace. Let’s review some of the worst IVR habits that plague the modern call center. Afterwards, we’ll cover some tips on how to break them for good.

5 Worst Call Center IVR Habits

  • Not Setting a Budget.
  • Ignoring Performance Metrics.
  • Paying for Applications and Features You Don’t Need.
  • Forgetting About Your Live Employees.
  • Infrequent Upgrades.

How to Break These Habits For Good

Not having a budget is a big no-no. Call center managers know that traditional speech IVRs can be life-savers when telephone systems are strained. Finding the right one — at the right cost — is a delicate balance indeed. There are literally hundreds of options to choose from when you decide to automate a myriad of phone lines. Of course, as with any other product or service you solicit with the hope of increasing productivity, the costs are not always in line with what you actually receive. An easy way to protect yourself in the beginning is to come up with a budget. Decide up-front exactly how much you are willing and able to pay for the services or equipment you plan to start using. Once a budget has been set, do not vary from it. Period! After all, what is the point of creating some financial boundaries if you aren’t going to respect them? Coming up with a financial plan is bound to be challenging for you if you are new to the call automation scene and are not, say, simply swapping out an older IVR. That’s alright. You may need to call around or solicit some quotes online to give you a realistic idea of what kind of fees you’ll be shelling out.

Performance metrics are important because they let you know what is going on with your voice response platform. Without metrics, your IVR could be doing more harm than good and you would never know. Today, most systems provide actual percentages on things like dropped calls, average wait times, opt-outs (where callers choose to speak to an employee instead of your IVR), and other really critical rates.

Non-essential applications and features are one of the most bizarre bad habits call center managers are likely to engage in. In the world of telemarketing and help desk automation, software providers are notorious for creating “everything-but-the-kitchen-sink” solutions. Unfortunately, all these features come with a scary price tag…and chances are you’ll never use all of them. Instead, consider doing a trial with a hosted voice response vendor. This way, you just pay for the applications you’re most likely to use.

Forgetting you actually have live employees on your staff is a real problem if you manage to find a decent IVR. However, employee management is one of the key elements of a successful call center. Even the best voice response software can’t guarantee the activity in your center will carry on in auto-pilot mode. You can never ensure calls be answered correctly, swiftly, and ideally 100% of the time. In other words, you have to keep some employees on site. For those folks who are making calls, its a good idea to invest in some conventional software to manage their work flow. Good choices include: response-time goals, delay estimators, and time-sheets. When possible, choose online resources that offer an option to download reports offline so you can monitor them remotely.

Upgrades can be a major annoyance for telephone system owners, and static or in-house IVRs are worst violators. By now, hopefully you know that most progressive call centers are using some type of adaptive speech technology to support call flow. It’s important to realize there are two (and ONLY two) IVR options available to you: physical and virtual platforms. Use your best judgement about your ability and resolve to commit yourself to future upgrades here. Realistically, non-hosted options tend to need upgrades and basic maintenance after about one year.

Finally, you should never get into the habit of thinking that call center IVRs are 100% self-serving. You will still need to be educated on the platform, train your employees how to interact with the new system, and develop ways to track your performance.

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How Do Websites Make Money For Their Owners?

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Some people start websites for no specific purpose. In reality, however, a website can be a good source of money. You just need to know how it can be used for money. This starts with picking the right web design expert who can create your web pages with your purpose for making money online in mind. There are usually two main ways that a site can earn money for you. One of those ways is advertising. This may sound new to you right now because you are just a novice. When you visit websites, though, do you see banners displayed on those pages? These are tools for advertising.

How does advertising work?

It starts with you. All you need to do is to attract advertisers to your blog or website via internet marketing. They will come to your web portal and request to advertise their businesses there. The site does not require a lot of popularity and authority on search engines to succeed. If it can draw real human beings from socio sites like Facebook and Twitter its age will not matter. Your site will still be picked by advertisers for their marketing needs. What you will need is a price tag that different categories of businessmen can accept.

The other method of earning money through your website entails affiliate marketing. This type of marketing is very common among web entrepreneurs. It can be done in two ways. First you can create a service or a product and attract affiliate marketers who can promote it on your behalf. Another way to do affiliate marketing is to sign up as an affiliate of various companies. You could as well join an affiliate network to avoid dealing directly with individual companies. Whatever method you choose, just stay focused. Prior to joining any affiliate program, just consider the following opportunities.

Pay Per Click – Simply called PPC, this kind of money-making opportunity entails getting paid only when a web visitor clicks the affiliate company’s banner. The trick to getting a high conversion rate with PPC is using properly designed banners. They should be irresistibly gorgeous, catchy and meant for targeted audience.

Pay Per Impression – Also called CPM, this opportunity pays according to the amount of banner impressions displayed on a site. This is the number of times a banner is displayed on your website. The M stands for a thousand in Latin numerical structure. This amount is very easy to earn because each time a web visitor opens a page you receive some money. It can be a very good strategy to make money online with if you get a lot of traffic per day.

Cost per Action – Alternatively called Pay Per Sale, this opportunity offers the least conversion rate. It however offers the highest payment rate. This simply means that a lot of hard work will be needed to make bucks with this method. Money is only earned if the customer who clicks a banner on your site actually buys the item from the advertiser’s shop. Another call to action may include signing up for a service. To have success with this method you must first select an advertiser that suits your target audience. Also you will require a nice web design or layout to capture the attention of your prospects.

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How Much Compensation Can I Claim For A Head Injury

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Damage to any part of the head will have a different effect on the quality of life of a sufferer. For example, if you have a detached retina as a result of a blow to the head then this will mean a different level of compensation than if you have endured stitches because of a blow to the head. If the brain has been affected then you are likely to receive much more because the negative influence on your life is usually greater.

Please note that the amounts detailed below should be taken for guidance only.

Eye injury compensation amounts vary from £1,450 – £25,750 but if you experience complete loss of sight in one eye then figures usually start from £32,250. Often psychological conditions can occur following a head injury and claimants have received up to approximately £66,000. Damage to teeth, cheekbones, the jaw, hair and facial scarring see claimants awarded from £1,000 to £64,000. Brain damage is the most severe form of head injury and figures vary greatly.

Brain injuries range from minor to severe. Below is an approximation of what you will receive in each case.

Severe brain injuries – £185,000 – £265,000.

Moderate to severe brain injuries – £144,000 – £185,000.

Moderate brain injuries – £28,250 – £144,000

Minor brain injuries – £10,000 – £28,250.

Minor head injuries – £1,450 – £8,400

Factors considered in a head injury compensation claim

If a person is unable to continue work then financial losses will be awarded. Special damages may also be granted if a victim has suffered a brain injury, taking into account any particular adaptations to a home, specialist care or equipment needed as a direct result of the injury.

Under normal circumstances the following aspects are considered: –

What the life expectancy of the injured party is

The level of dependency on others

The presence of epilepsy and the likelihood of it developing in the future

The extent of physical limitations

The level of communication possible

Next steps

It may not be your first reaction to contact a personal injury lawyer straight after a head injury. You might not think it is a major enough injury to seek compensation for or you may have experienced a lot of stress as a result of an accident. Either way, please contact specialist head injury claims lawyers who will be able to give you straightforward advice on whether or not you are likely to receive compensation and what amount you will be looking to pursue.

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Whose Phone Number is This? Find Out Using a Reverse Phone Lookup Directory

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Do you want to satisfy your curiosity on who owns a particular phone number or you want to locate a loved one who has not been picking your calls? There are various websites on the internet that offer reverse phone lookup services. These websites allows their subscribers to have access to details of a particular phone number they are interested in. These services are carried out through an easy process online even right from the comfort of your home.

If you are receiving prank or threatening calls and you are wondering whose phone number is this? or you want to know the details of the person behind it, there are three major ways to find out.

If the number is a listed number, you can easily make use of the white or yellow pages to know the details of the owner of the said phone number. Most times, these services are free and are easily accessible on the internet.

However, if the phone number you want to lookup is an unlisted or cell phone number, then, you can carry out your search using the various search engines on the internet. Many numbers and their details do float on the internet. Daily on the internet, many people do list their numbers and details on social networking sites, blogs, message boards, business websites etc with the search engines indexing the numbers and their details.

By simply inputting the number on the search box of your favorite search engine, click on search and from the information generated you will know whether you are successful with your search or not. The down side to this method is that most times the information generated by the search engine may not correct or outrightly outdated.

For a fast and convenient method of tracing a phone number, getting an accurate and updated information, and moreover, being on a safer side, it is highly recommended to use the services of a paid reverse phone lookup directory.

Reverse phone lookup directory work in tandem with telecommunication carriers by paying to have access to their various databases and thereafter compiling the information in a central database and made ready to be accessed by their subscribers.

By subscribing and paying a minor fee of $15 for a single search and $40 for unlimited searches, you will be availed the substantive information you need like the full name, past and current address, marital status, office address etc.

The benefits of using the services of reverse phone lookup service is that you can easily find out the owner of any phone number regardless whether it is a land line or cell phone number. More so, you will be provided the full details of any phone number.

In addition to these, they offer money back guarantee for up to 60 days in the event that you are not satisfied with their service.

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Affiliate Marketing – Make Money Online – But How?

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Affiliate programs are a revenue sharing sales and marketing method that is used by large and small internet entrepreneurs. The idea had its origin with Amazon.com. The first affiliate marketing programs were for selling books through website reviews. Today, a whole range of products are sold by affiliates. The success of this form of marketing and the increase in the number of players have made it a low cost and revenue earning method of online marketing. The manufacturer or entrepreneur, the affiliate and the broker all get a slice of the marketing pie. Affiliate marketing is the best business for part timers and those who work from home.

The process is easy to set up. The manufacturer and the affiliate require a website of their own.

The manufacturer or the entrepreneur requires an advanced and easy to use website. The reason for this is that the affiliate does not market directly. The affiliate merely links the customer with the producer. The website should be easy to navigate. Details of products, offers, discount and other important features should be available to the customer when the link lands on the manufacturer’s landing page.

Some businesses use turnkey or ready to run websites. These websites are duplicated and given to the affiliate to start marketing immediately. This eliminates the need for affiliates to have websites of their own.

The affiliate requires a website. It is on this website that the advertisement of the product is placed by the manufacturer. The best affiliate websites are those that have content, designs and graphics related to the product they market. If the affiliate is marketing books, a website reviewing the latest or classic books as the case may be will generate more traffic. A website for insurance policies should have content of the many types of insurance policies and how the customer should choose among insurance plans and companies. The principal website should provide the affiliate with text links, banner links and a search box to make it easy for the traffic to reach the website from the website of the affiliate. While the content and design will be that of the affiliate, these important link options will supplement the content and help to reach the principal website easily

Payments are crucial in an affiliate program both for the manufacturer and the affiliate. Successful revenue sharing can only be achieved by prompt payments.

The manufacturer or entrepreneur should have an efficient payment system in place. This is done by software that automatically places a cookie on the PC of every customer who clicks on the advertisement on an affiliate website. The software used is called a tracker. The manufacturer should also have strict terms and conditions in place. There are affiliate scams where affiliates buy the products themselves and earn a commission. There is software that can trace and block this method of scam marketing by affiliates by offering fraud protection. Payment of a commission should reach the affiliate after each legitimate link o the website. A different rate is paid for every link that converts into a purchase. Some websites allow their affiliates to recruit other affiliates. A two tier payment is done in this case. A percentage is given for customers brought by the affiliate and a smaller percentage for customers brought in by the recruit of the affiliate.

The affiliate should choose a company that has a method of giving the affiliate details of sales made and the internet traffic that came in through the affiliate and converted into sales. In this way both the entrepreneur and the affiliate will have a win- win relationship with regard to payment.

Thus Affiliate programs work by using smaller websites called affiliates. These websites are packed with information about the product. When an internet visitor looks for products, they can get an overview of the product from the content on the website and can purchase the product through the links to the principal website.

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High School Athletic Injuries

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High school athletics are a great outlet for students’ time. Playing a sport can provide exercise, keeping the students healthier. Students can also learn discipline and how to respect authority. Additionally, there is a sense of belonging that students get from being a part of something. Athletics also keep kids out of trouble by focusing their time on something productive rather than other activities that might get them into trouble. However, there is an ugly side to high school athletics. This is seen in the high rate of injury and fatalities that occur each year.

In any sport, injuries are going to occur. We make sharp cuts on our knees, bang our shoulders in collisions with other athletes, get hit with balls and so on. All of this can put a lot of stress on our bodies and unexpectedly our body can give out. There is nothing that can be done to prevent most of these types of injuries, but there are other injuries that occur in sports that the coaches can control.

Coaches have the ability to control when and how their team practices. Often coaches will require their players to practice in extremely hot or rainy conditions. Both of which create potential for injury. As a result of practicing in hot conditions, there have actually been a number of deaths reported by high schools, in addition to the more common heat-related injuries such as heat stroke. Rainy conditions reduce the ability of athletes to keep footing and can result in injuries from slipping, such as knee injuries. Any of these injuries can require significant recovery time and potentially end the playing career of these student athletes.

There are also risks that come with high schools providing inadequate equipment to their athletes. Coaches are not entirely in control of this but they can lobby to the school’s athletic department to get his or her players the equipment that they need to be safe. If this doesn’t happen, injuries can result that could have been easily avoided.

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High school athletics are supposed to be about having a good time and being part of a team, but sometimes that good time is ended by injuries. When these injuries occur as a result of a coach or school’s negligence, compensation should be sought for those injuries. To get more information on your legal rights, visit the website of this personal injury lawyer.

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MLM Lead Generation – Geneology Leads

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Leads are a vital and crucial component to your MLM business. They are essentially the lifeblood of your business, and without them you would have no sales, no sign-ups and most importantly, no cash.

When it comes to leads there are two ways to obtain them which are paying for them and generating them on your own. Learning how to generate your own leads for free is a priceless skill that the majority of people in this industry have no clue how to do. Once you’re able to generate your own laser targeted leads you will be selling more products and sponsoring more prospects onto your team.

What it really comes down to is a numbers game. The goal is to be generating between 75-150 leads per day, in order to earn a five figure income per month. The use of internet makes this simple, as long as you stay consistent on a daily basis.

How To Generate MLM Leads Online

1. Lead capture page. This is the place where you will obtain your leads’ contact information like name, email address and phone number.

Your lead capture page has many resources such as landing page, squeeze page, splash page, gateway page and capture pages. Just remember, “Less is more” when it comes to lead capture pages. What is really going to grab the attention of the visitor is a headline and to provide a solution for their problem. For example, somebody wants to know how to sponsor more reps per month and you just so happen to offer some valuable information related to this subject matter. Your headline would hint towards their problem and then you would have a section that includes solutions to the problem that you offer. In order to get the solution the lead has to fill out the form.

2. Marketing

This is how you will direct people to your lead capture page. When it comes to the internet, there are countless ways that you can drive traffic to your website. Free advertising and paid advertising are both really effective online. If you have an advertising budget then by all means use the paid means of advertising. If you do not have an advertising budget there are plenty of free marketing strategies you can use. It may take a little more time to set up, but the free marketing is just as effective as the paid.

The important thing you want to remember with marketing online is connecting with people. You must not forget that this is an industry based on relationships. Just by you taking a little extra time to connect with people online you will stand out from the majority and will experience success. All people are looking for online is a solution to their problems. You position yourself with the solution. This can be in a form of a product or business opportunity.

Paid marketing includes banners, pay-per-click (PPC), ezines, solo ads and CPM networks.

Free marketing includes articles, press releases, blogging, free classifieds, forums, videos and the multitude of social media websites like Facebook, Twitter and LinkedIn.

3. Follow-up process.

Just like with offline methods, you need a follow-up process online. Your leads input their contact information in the form on your lead capture page then what? Then you have your automatic follow-up process in place. This is accomplished with the help of an auto responder. An auto responder is a web service that provides a database for your leads and subscribers and allows you to keep constant communication with the people on this list

With this powerful tool you can send out messages at predetermined intervals to gradually build a relationship with your prospects. All you have to do is provide them with valuable information they can use and help them with their problem. You must understand, the majority of people online are just trying to sell. But by you actually offering value and helping people, you make yourself more attractive to your prospects and increase your chances of them working with you.

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