Developing a productive call center actually involves the process of developing productive people. The most important asset in the sales quiver is the team and simply seeking the best persons for the job is simply not enough.  Your leadership must be up to the task of continually developing significant growth and change in their lives.

It has been proven that money is NOT a long term motivator but rather a short term instigator.  The state of being BETTER is truly a long term purpose charged goal of all individuals, and harnessing that leverage is key to curt tailing attrition and generating more happy sales veterans.

Let’s take an inventory of your team development tools and techniques:

What are the primary needs and wants of your team?

How do you recognize if they are infected by fear?

How much time do you invest in their personal vision at work?

Are you expecting them to understand and purchase your mission?

How much time do you spend in significant change in your life?

Your team needs to be heard and understood.

Their belief is key to the selling proposition and they will only truly follow leaders that they respect and trust.  They need a mature parent that has their needs close to heart.  It is necessary to connect with them one on one, in small groups and in team gatherings to discuss what is truly important to THEM.  Let them voice their heart and translate your business decisions, policies and programs to their internal desires.  Remember, it’s easier to sell people what they want then to make them want what you are selling.

Fear is the mind killer.

Every human reacts to fear in one or more of four different ways:
Run away
Attack
Denial
Crippled Stasis
Fear will feed defects and simply stop any sales rep from truly producing.  Fear is based on two facts occurring:  They are afraid of not getting what they deserve or they are afraid of losing what is theirs.  You can not snap a human out of fear by stamping your foot.  Simply put, fear is the absence of HOPE.  So give your team a plan they can believe in.   Demonstrate your experience and saddle up next to them in the dark.  Let them know that they are safe and they will come back to confidence.  We will talk more about this subject later.

Each week talk about change.

Books, tapes, teachers and programs of significant change are necessary for them to connect with work as a purpose filled location in their lives.  They need to know that there is more than a paycheck waiting for them to feel excited about Monday.  There are many great teachers that you can invite via technology into the lecture room to help translate the work experience into an institute of learning and growth.  Meaningful lessons will create leaders that enthusiastically stay!

What is your mission and why should it be theirs?

Building a company should be about personal pride and feeling of participating in an award winning team experience.  Share your vision constantly and get everyone to understand the WHY of it. But most importantly help them connect with it on a basic level.  It must make sense to THEIR mission if you want them to purchase it.  Don’t demand or expect loyalty if you don’t help your group find their own WHY they should.

You can’t give away what you don’t have!

Those who don’t learn can NOT teach.  Watch out for leadership that feels it already knows what it needs to know.  Pride is summed up with:  I KNOW.  Humility is summed up with:  I want to KNOW.  The seeker is growing and has something to pass on.  The man who demands the world follow his plan and is not open to change and grow is no longer learning and is actually of weaker character.  The man who admits their failings and is willing to look at and change their weaknesses is actually of strong character.  Your team will sense the truth of it and will be pulled towards leadership of strong character naturally.

Change…Grow…Learn…Teach…

If work becomes an Institute of Significance, in turn your sales figures will become significant!