Archive for March, 2009

Cost Effective Telesales

Thursday, March 12th, 2009

Many companies use telesales, in particular cold calling, as part of their marketing strategy. However, they often make the mistake of trying to cut corners financially. When a temp agency is offering staff for a low all-in price and you can change the number of sales people on a daily basis if need be, there seems little point in going to the expense of recruiting your own staff and putting them through sales training.

However, the smaller a business, the more important it is for them to have high quality sales people. The temp is probably being paid close to the minimum wage. They have little sense of loyalty or concern for whoever may do their job in the future. However, a true professional can ensure that all opportunities are maximised.

One of the most important assets for any organisation involved in selling is a reliable, up-to-date database of prospects. For example, the first time you ring certain companies, their switchboards may have policies in place to ensure you don’t get to talk to the person you need to. A note of this will ensure that a different tack is tried the next time and you don’t just have a series of people ringing and encountering identical resistance.

Which Training Company?

Thursday, March 12th, 2009

Whether you are looking for management training, sales training or any other form of training, the most important decision you make will be choosing the right training company.

There are a number of factors which you will have to take into account when choosing which company. Firstly, it is important that the training company understands your culture. This includes shallow things such as specialised jargon used in particular trades, right through to more important issues such as the ethos of a company.

Many of the issues that affect your choice of company are the same as they would be for any supplier. Can the company guarantee the quality of their trainers, or will they just subcontract the work once they have won the contract?

The training company you choose needs to be able to maintain their standards however long they may end up working with you. They also need to be able to integrate with your own training professionals, whilst being able to stay outside of the organisation and bring a fresh point of view to the way things are working.

The training also needs to be fresh and keep the interest of the staff undertaking the training and ensure that as much as possible is taken from that training.

Time Management

Wednesday, March 11th, 2009

Maybe you’re currently finding that you’re not as busy as you usually are. There has never been a better time to start practicing good time management as this will help you increase productivity when business returns to normal.

The first thing to acknowledge is that although many of the suggestions in this article appear simple, they will often require a change in behaviour or attitude.

One of the basics of time management is planning. It is very difficult to plan too much! Not planning your time has been compared to food shopping without a list. You inevitably make unnecessary and expensive impulse buys and forget the essentials. In other words, you waste time and money.

You need training and discipline in order to become more time efficient. When I say training, I do not mean the initial management training, or whatever, which introduced the idea of time management. I am talking about self training.

Take a long hard look at what stops you from being more efficient. You can do this by keeping a careful record of your time, and, just as important, analysing the results of that exercise. It may be that you spend too long chatting with your colleagues, or dealing with requests from superiors who are themselves inefficient. Once you have identified problem areas you can devise strategies to deal with them.

The Three Ps of Time Management

Wednesday, March 11th, 2009

The three Ps of time management training are preparation, prioritising and plotting.

The first thing is preparation. Make a to-do list. Most calendar programmes such as Outlook allow you to compile such lists and of course there are functions in most executive must-haves such as iPhones and Blackberrys. There is no excuse for technophobes either. If all else fails, post-it notes will do.

Whatever form you keep it in, it needs to be with you at all times so that you can amend it as necessary. Similarly, you should look at it several times through the day, or all the work that has gone into the list will be wasted.

The next step is prioritising; that is deciding in what order the jobs should be done. This involves a number of considerations such as who needs it, what the task entails and when it is due. This ultimately allows you to see what is most important to you and to focus on that.

The final step is plotting. As you begin each task, take five minutes to create a roadmap. Set yourself a time limit and stick to it. Assemble everything you will need before you start the task so there is less excuse for distraction and prevarication.

The Need for Soft Skills

Tuesday, March 10th, 2009

There are so many surveys these days that it becomes increasingly difficult to know which ones to take notice of. However, when surveys repeatedly tell us the same thing, it is surely time to listen.

One of the most consistent messages from surveys of those who employ graduates is that whilst their technical skills are often excellent, there is a distinct lack of soft skills training. Soft skills or communication skills should of course be supplied by colleges for two very good reasons. Firstly, the employers want it, and secondly it is surely essential to help candidates through the interviewing process.

Some critics point to the fact that university degrees have been devalued. This year it is expected that 300,000 students will graduate. There are estimated to be 30,000 graduate entry positions available (assuming the recession does not lower that figure even further this year).

The point that employers make again and again is the lack of transferable skills. An arts degree from a traditional university seems to be valued far above many very specialised degrees that the new universities (formerly polytechnics and colleges) offer.

For example, there are many courses in performing arts but only certain accredited drama schools are taken seriously when casting directors are looking at CVs.

Change Management

Tuesday, March 10th, 2009

Change seems to be the order of the day. Companies are under even more pressure than usual to maximise productivity whilst using fewer human resources. Actually, if you think about it, most businesses are in a state of flux most of the time.

It is essential, therefore, that management training includes teaching managers how to deal with change. Firstly, they need to be able to deal with it themselves. Secondly, they need to be able to introduce change to their staff with the minimum amount of disruption or negative feeling.

Change for some staff can almost be like dealing with bereavement or other major life changes. They will go through a number of stages which include denial, anger, rationalisation, acceptance and growth.

Managers need to be able to recognise these reactions which will often be couched in very florid language. They must have the ability to cut through to what is lying underneath and deal with that.

The essential training that all employees should receive is behavioural. They must look inside themselves and understand the way in which they react to change. For example, if they are fearful of change, what exactly is it they are afraid of?

Managers must be able to lend support as and when it’s required.

Outsourcing Call Centres

Monday, March 9th, 2009

Outsourcing has become something considered in all parts of a business. Accounts departments, sales teams and call centres are just some of the more obvious areas. Some have suggested that outsourcing management would be the next step. Ironically, many functions designated as management probably could be economically outsourced, but that is another debate.

One of the big drivers to using outsourced call centres is cost. The proliferation of call centres based in India is because the worker’s wages are lower. However, whilst most consumers feel undervalued when they realise customer care is being done on the cheap, there are good reasons to outsource call centres other than cost considerations.

Firstly, as with any outsourcing, it allows you to concentrate on your core competencies. It also allows you access to skilled telemarketing professionals without the need to concern yourself with recruitment and retention. It allows you to respond to the market and instigate new initiatives and marketing opportunities far more quickly.

It ensures that whatever requirements the staff has, whether it is soft skills training or straightforward sales training, they can be supplied quickly and efficiently. It also ensures you have the best possible systems in place for reporting on the number of calls, their duration; the outcome and whether there are better times of day to carry out certain types of calls. There is also remote call monitoring. In short, the infrastructure for the call centre is in place.

Is Redundancy the Answer?

Monday, March 9th, 2009

An increasing number of HR professionals are expecting to layoff workers this year. Indeed, many redundancy programmes are already underway, although they are euphemistically referred to as restructuring. Whilst it is easy to criticise companies who start cutting jobs as soon as there is a downturn, executives have difficult decisions to make and the question they ask themselves can be as basic as “How do we survive?”

When a company is struggling to balance its books, redundancy does seem like the obvious answer. After all, it is not just an individual’s salary that is saved, but all the associated costs such as National Insurance, pensions and other benefits.

However, all options need to be carefully considered. A redundancy programme can make the business seem vulnerable and this needs to be carefully handled in terms of public relations. Perhaps the two most obvious areas where this is essential are that customers may start to wonder if existing contracts will be fulfilled, and the local community may see things in a very bad light.

Of course, redundancies will affect staff morale. Those employees who escape the chop may feel guilty and spend an unhealthy amount of time wondering which employees will be next for redundancy. This can be exacerbated as they are asked to consider their personal development in terms of retraining to take on extra duties. The top performers who you want to retain will inevitably start looking in the job market.

Alternatives to Redundancy

Sunday, March 8th, 2009

It’s all very well stressing how difficult a process restructuring and redundancy are, but what are the alternatives?

There are certainly a number of things which can be done, which will at the very least reduce some of the pressure. First of all, a recruitment freeze can be instigated. This may mean that some positions are left open. Equally, it may be necessary to distribute the duties of a job amongst a number of staff.

A pay freeze will be seen negatively, but staff will accept it if applies to all people in the organisation and it means they are safe from unemployment.

When the spectre of redundancy is in the air, it is a good time to encourage employees to come up with their ideas on cost cutting or how to increase productivity.

Encourage people to take unpaid leave. It may be that they would just like the odd day for a long weekend, but it all helps in saving money. Because of the way the PAYE system works, employees may find that their salary is not reduced by as much as they expect.

Whatever you do, consult the staff. For example, would they rather all work a 30 hour week instead of some of them being made redundant?
Some staff may even be encouraged to take long term sabbaticals particularly if it is tied to their personal development.

Effective Recruitment Policy

Saturday, March 7th, 2009

The credit crunch or recession which everybody, in particular the press, talks about endlessly is surely bad news. The latest estimates suggest that we will not see an upturn in the economy until the first quarter of 2010.

So, it’s all bad news, right? Not necessarily, but you do need to take a positive attitude and make a conscious effort to look on the bright side. One thing you should quickly realise is that many very talented people are being forced into the job market. This is because of all the restructuring going on everywhere, caused by buyouts, acquisitions and downsizing.

However, in order to take advantage of this situation, you must ensure that your recruiting processes and procedures are operating at their best. In particular, if you are laying people off at present, you should expect to be recruiting again once the economy improves.

After all, it may be that candidates of a much higher calibre are available. Perhaps they may not have considered your company before as they had the pick of businesses with a higher profile. You will still need to convince them that you are everything they could want in an employer. In other words, you have to sell yourself to them and also assure them that you can fulfil their personal development needs.