Updated ACA Online Video

1st Quarter In The Books, The Record Books That Is!

Today officially starts the beginning of the 2nd quarter and the close of the 1st quarter for ACA.  This is a monumental day for ACA and our team as we are about to close our single largest sales month in ACA history.  We owe much of our teams success directly back to 1 man who literally changed the face of the ACA sales force forever, Jack Daly. 

I had the pleasure of meeting Jack at the ATSI Owners Forum, a annual industry conference for call center owners.  Jack helped make me understand that my position of Director of Sales was not to be the top sales person at my organization, but to mentor my sales people to become as good r better than I am.  This understanding led me to re-evaluate the way my team was structured and it's scalability.  Once I saw just how correct Jack was I immediately made the change from player coach to simply coach.  Needless to say this change was shocking to my upper management team as I alone pulled in 50% of the net sales of the company.  But, the decision was made and I was given these simple encouraging words, "Don't F Up!"  LOL!!!

To sum everything up for all my number driven fans out there let me leave you with this.  I entered this quarter with out me selling and with 3 new green sales guys, for a total of 5 sales people.  From this team I was able to increase out quarterly net sales by 60% in 1 quarter.  Now I am not saying this did not come with out some sleepless nights but was it worth it in the end?  Hell Yeah!!!  The structure of my team now allows for the continued scalability needed to hit ACA's corporate growth goals for many years to come.

So on behalf of the Entire Team at Answer Center America, Inc. Thank you Jack Daly!  You wrapped up your presentation saying you simply want to make a difference at a business.  I hope this blog posting shows you that you succeeded at ACA!!!

xoxo

Michael "Sales King!" McMillan

From Sales Life Style

Call Center Metrics Can Boost Quality and Save Money

Summary: There are productivity, quality, and customer satisfaction metrics which can be measured to enhance quality and increase a company bottom line. GoACAnow.com offers call center solutions that can manage inbound or outbound business calls professionally.
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Call center metrics are key performance indicators, and they should focus on business goals and call center solutions. If metrics are analyzed and lined up with strategies, they can boost quality and save an organization money. Metrics monitor a call center’s performance by gathering and analyzing information; there are productivity metrics, quality metrics, and customer satisfaction metrics.

Inbound productivity metrics include the number of calls handled, and their timing. Also included are the number of emails handled, and the average time to respond to emails. Inbound productivity metrics comprise the percentage of calls and transactions resolved in the first contact. Outbound productivity metrics include the number of outbound calls and their timing. Productivity metrics for orders and quotes include the number of quotes and proposals, prices of quotes, and dollar amount of items sold. They also identify the number of leads and cross-sell/up-sell opportunities.

Quality metrics involve the accuracy of orders and quotes. They quantify product knowledge, technical knowledge, and communication and problem solving skills. Satisfaction metrics are figured from real time surveys of customers, field sales staff, and partners/distributors.

Analyzing these metrics can show if goals are being met, and if call center solutions are needed. The results will show specific areas that need improvement, and the quality of the call center will improve if new plans are put into practice. Cost analysis including measuring cost per call can save money and increase revenues by implementing improvements where needed.

Answer Center America, Inc. offers high quality call center solutions with their state of the art technology, and professional staffing. GoACAnow.com operates efficiently by analyzing metrics, and can increase a business’ bottom line.



Bio: Grace Enderlein is a freelance writer and editor. “Call Center Metrics Can Boost Quality and Save Money” outlines what metrics measure, and how they can increase quality and save money for call center solutions.

From Sales Life Style

I am Famous!!! LOL

Okay maybe not famous but at least I got myself on a web video. Check it out.

Outsourcing "Self" Questions

Below are my top 10 questions I like to supply businesses looking to utilize a commercial call center like Answer Center America, Inc. I do this before they get too far in the outsourcing process and find out they do not even want what they think they want. This is as important as an outsourced solution is not for everyone (I do not really believe that, FYI...LOL!) but some say that. 

So please take a moment print out these questions and get them answered. Even if you are not looking to outsource now these are great questions to ask yourself so you can take a different look at your company's way of doing business.

Mike’s Top 10 “SELF” Outsourcing Questions
1. What is my primary goal in working with a commercial call center?

2. What is my preliminary time line for rolling out the services I am immediately interested in?

3. How am I currently performing the task I am now looking to outsource?

4. What is the real DOLLAR amount each call is worth to me and my team?

5. What is my preliminary monthly, quarterly, and annual budget for these services?

6. How much percent am I willing to exceed my budget and be comfortable?

7. What services do I want but do not necessarily need at launch?

8. How soon after l launch do I want to add the additional services?

9. What type of reporting will I require to monitor the call centers performance and monitor my success?

10. How interactive do I want my experience to be with my call center provider?

From Sales Life Style

Bio: Michael McMillan is the Director of Sales & Marketing for Answer Center America, Inc. “Outsourcing "Self" Questions” helps business owners with how to outsource parts of their business. For more information on ACA's services please visit http://www.goacanow.com.