<b> Creating a Call Center Script </b>
At the beginning of my creative career, I volunteered as an overnight deejay at a college radio station. I loved playing the music and interacting with insomniac listeners, but I got a real kick out of reading the news. I would tear copy straight off the wire service printer and if I was lucky, I had a producer turn that raw newsfeed into informational text that I read into the microphone. The text was broken up into reasonable sentences that were designed for easy delivery over the air. When my producer didn't show up for my shift, I did this myself I'd mark up the page, insert pauses, and emphasize the words and sentence clauses that I wanted to stress. If I couldn't be understood over a fuzzy and weak AM signal, then what was the point of taking five minutes at the top of the hour to deliver the news? I had a lot of fun and I learned how to "speak" all over again. Whenever I do any live speaking today, I use the same exact techniques that I learned while the "On-Air" sign was flashing above the studio. I mark up my speech or the text passage I'm reading because I know that impact is everything. If I lose my breath in the middle of a sentence, then it's too long. If the last word of a sentence drops out inaudibly, my message is lost. If I stumble on an unfamiliar word or name, my audience loses confidence in my message.
Live telephone operators who work in call centers and answering services need the same help that any live speaker needs. It's the job of the call center operator to communicate the client's business image to the caller, and this begins with the first few seconds of the phone call. Many small business owners' needs never go beyond representatives answering their lines with "XYZ Company, may I help you?" and improvising the rest of the conversation to obtain the information that the client requests. When clients upgrade their accounts to more complex services, it's important that they create a script that works for both the company signing up for the service, the operator reading the script, and the customer. Your sales representative is more than willing to help you create the best script to fit all of your sales or information inquiries.
Creating a call center script begins with the "answer phrase" and the same principles continue through the entire process of creating a logical script. H ere are some important items to keep in mind when you are creating your script:
• Avoid tongue twisters. Make your greeting as easy to pronounce as possible. "Doctor Perkowicz Peoria Plastic Surgery Plaza" isn't easy to say, even for the native English speaker. Make sure that your operators know how to pronounce every part of your answer phrase, and the rest of the words in your script. Keep phrases brief and avoid repeating consonant sounds that will sound awkward over the phone or might lead the operator to stutter.
• Go global. A "Good Morning/ Evening" greeting can work for some businesses, but not for all of them. If your company is doing business across time zones, think about using a simple "Hello, XYZ Company" for your customer on the other end of the globe.
• Humanize your greeting. Have an impartial friend or a trusted customer listen to your greeting, especially if it's a long introductory message of more than a sentence or two. Do you sound like a recording? If you give that impression to a caller, the person on the other end of the line might just hang up because she wants to talk with a live person, not a machine. Keep all parts of your script brief and give the operator relaying your message time to breathe and sound like a live person when you create your script.
• Less is more. There's a temptation to try and pack all the information about your company into your call center script, including providing an operator a copy of your frequently asked questions list (FAQ) so that he or she can quickly scan the file and answer 99.9 % of your callers' questions. However, this skill takes practice and training on the part of the operator and patience on the part of the caller. Long pauses to look up information, add expensive minutes to the call and are frustrating experiences for the operator and the caller alike. Extensive account training is available through most call centers, if your budget permits. If this resource is not an option for you, limit the information available to the operators to a few facts about your product or service, and let them know that it's okay to ask callers if someone from the right department can return their call and answer their questions in depth.
• Test. Call your account weekly and test to make sure that the operators are following your instructions, are handling your scripts the way that you expect, and are able to easily access the information that they need to take your calls. After the honeymoon period with a new account, operators often grow lax and shorten your script, or improvise far beyond the call of duty. This can be detrimental to your business. Make sure that you follow up with your call center to make sure they are serving your needs.
• Tweak, and tweak again. Review your script from time to time, and see if it's still leading to action. Ultimately, your script should lead to a sale, an appointment a request for more information or further contact from your office. Check your call logs and any statistics your sales representative provides you with on a monthly basis. If you notice a downward trend in your results, work with your sales rep to change your script.
These suggestions are only the beginning of creating a successful call center script for your organization. Work with your sales representative and listen to their suggestions, add your own, do your market research and your script will be a success. Clear communication starts with clear instructions from you, and clear voices on the answering end of your phone lines. Your call center will work with you to make sure that all of your needs are filled over and above your expectations.


Can You Really Make Unlimited Sales? A look at Purchase Order Financing
Do you distribute, re-sell or sell wholesale products? If you do, you will soon encounter what may be your biggest opportunity for success… or failure. A large order from your best customer. A large order that exceeds your current financing capabilities. If you deliver it successfully, you can count on taking your company to the next level. If you don't, your competitors will be the ones that eat your lunch and take their business to the next level
So, how do you handle an order that is too large for your business? You finance it. How? Using purchase order financing.
Let's look at how things work in your business right now. Every time you get a purchase order from a client you go ahead and order the product from your suppliers. You either pay your supplier upfront or using bank financing. The supplier delivers the product and then your client pays you 30 or 60 days later.
However if you don't have enough money to pay your supplier, the whole transaction falls through. Purchase order financing can provide you with up to 100% of the funds needed to pay your suppliers and make the sale.
There are only three major requirements to qualify for purchase order financing:
1. You must have a purchase order from a large credit worthy commercial customer
2. Your supplier must drop ship items directly to your customer
3. Your sales must be final (e.g. no guaranteed sales or consignment)
If you meet these three criteria, you have a very good chance of qualifying for purchase order financing. Purchase order financing works as follows:
1. You get a large purchase order from a client
2. The purchase order financing company issues a payment guarantee to your suppliers (usually through a letter of credit)
3. Your supplier drop ships the order and you issue an invoice
4. Once your client pays the invoice, the transaction is settled
With purchase order financing, your sales capabilities will no longer be limited by your financial strength. You can sell as much as you can finance. And – if your clients are credit worthy and good payers –you can finance as much as you want, the sky will be the limit.
About Commercial Capital LLC
We can help you get a purchase order financing, factoring or invoice factoring quote. Please call Marco Terry at (866) 730 1922 for more information. Need more information? Visit our purchase order financing resourcew area and letter of credit resources area.


PowerPoint Tips
1. Talk to your audience, not the screen. Trust the image behind you. Look at the laptop screen in front of you, if you have to.
2. Stand centre stage and put the screen off to the side.
3. Place the screen at a slight angle on the left side of the room or stage (and to your right). Adult learning research shows that people use the left-brain to process data, so put PowerPoint words, statistics, and graphs on the audience's left.
4. Learn to command your equipment. When in 'slideshow', the B key toggles to a blank screen (or W for white) when visuals aren't required
5. A number followed by ENTER takes you to that slide. Keep a clearly numbered paper copy (6 slides per page) of your presentation so you can be flexible
6. Set up PC so that left mouse button takes you forward, the right button takes you back a slide.
7. Finish with blank slide at end
8. Put only enough data on each slide to jog your memory. The content should be in your head, not on the slides. Keep it simple.
9. If you have a busy set of slides which you have to use, then create an executive summary set to use whilst presenting and keep the busy set as handouts.
10. Avoid stock templates that just look cheap
11. Use a wireless remote to give you freedom of movement. Buy the smallest you can and learn to keep it in the centre of your palm so as not to fiddle with it. Alternatively put it in your back pocket when not using.
12. Definitely no fancy movement or sound effects. These are so embarrassing
13. If you just have to use a busy slide set then use TTT (touch, turn, talk) to isolate the section you want and maybe adapt a new slide which just shows that section blown up. This way you audience knows that the slide with the detail is still there as a handout.
14. Have each bullet point slide onto the screen one at a time so people can read it quickly and give their attention back to you as you explain it.
15. Summarize charts and graphs that are difficult to understand
16. Don't clutter the slide - use two slides instead.
17. Use white or yellow letters on a dark background for good contrast. Dark blue is attractive and colourful at the same time.
18. The letters should be no smaller than a 26-point, sans serif font.
19. Use the 1:6:6 rule. One subject, no more than six lines with no more than 6 words per line
20. Don't use canned clipart that everyone has seen. Use different clipart collections. Better still use photos and mini movies for added interest. But don't clutter the slides with your technical brilliance.
21. If a slide doesn't add value to your message, don't use it.