January 7 -

There are many different types of call centers where the agents need to be knowledgeable about outside vendors’ products and services. This is true in outsourcing centers, as well as many sales and reservations centers. In our call center, we schedule hotel vendors and tourist boards to visit our agents and present information about their product for educational purposes.

Vendor visits are usually 20 minutes in length. Call Center Operations (CCO) will send agents to attend the vendor presentation during slow call times when we have agents available.

This process allows the agent to increase their knowledge, the vendor to see more sales to their property, and in turn, the company has a more productive and profitable staff.

Note: This week’s tip provided SWPP Board Member Debbie Davis-Greene of Trase Miller. She may be reached at dg*****@tr*********.com.