Devoted to the call center industry, the agents on the phones, and their managers

It is standard to give a proposal to the client.  The real challenge is when they decide to visit the site itself.  They meet the leadership team and find out if they’re capable enough to meet their expectations.  An agenda is prepared to showcase their facilities, processes and labor they currently have.

Each functional head from Operations, Training, Quality, Workforce Management, Recruitment and Technology meet the client and the ball starts rolling.  Though a client presentation with the usual Power Point slides are good, I would think spending hours in a boardroom will not capture the client’s interest.  Here is what I think should happen to make sure that you leave them with a lasting impression.

• A short 15 minute presentation (30 minutes max if you have to) about the site itself and current clientele highlighting successes and challenges.
  
• Combine a tour and breakout session for each department.  It is better to show them the center in action.  Depending on what each client wants to focus on, you can tailor the time they spend discussing about your processes.
  
• Introduce your employees.  This gives them the assurance that you are not afraid to give them the real truth and clients will appreciate the extra knowledge from your staff.
  
• Let them listen to calls.