The 50 Best Tips of 2008

41. Make reps’ lives more interesting.
Change up your call center reps’ activities all in the interest of keeping them interested in their work. Offer your reps enough variety to stay alert. Most experienced reps can participate in such activities as record keeping, training, analysis and call monitoring to some extent. Consider setting aside a few day parts each week for alternative activities. Not only will the change of pace revive long-timers, it may also give them added context about how all the call-center functions work in concert.
Liz Kislik, Liz Kislik Associates
“Keep ’em on Their Toes: 10 ways to keep call-center reps interested in their jobs,”
April, Catalog Success

42. Measure and act on turnover.
Set up a system to track and calculate monthly employee turnover. Develop a turnover report that shows employee counts of the number of employees hired, staffers who began training, those who left while in training and those who left once they graduated to the production staff. If you don’t already have one, establish an exit interview process to learn more about why people leave. Look at the turnover by months and years of service.
Curt Barry, F. Curtis Barry & Co.
“Get a Grip on Your D.C.,”
May, Catalog Success

43. Contract shipping options.
With the abundance of freight options available, contract with them all to get your customers the best rate. On your Web site, list every shipping choice for customers after a purchase, with pricing included. Invariably, customers select the lowest price. If a carrier raises its prices, it’ll see a drop in business.
Doug Eckrote, CDW
“How CDW Delivers on the Back End,”
June 24, Catalog Success: Tactics & Tips

VENDOR RELATIONS

44. Treat your vendors as you wish to be treated.
Always pay on time or early without ever having to be asked. If you do this, they’ll be there for you when you need to ask a favor or when you want to negotiate extended payment terms.
Terri Alpert, Cooking Enthusiast/Uno Alla Volta
“A Cut Above” by Mark Del Franco,
August, Catalog Success