Call Center Confidence with Cutter & Catt

[S2E03] Why Do Sales Leaders Fail?

Jason Cutter — Thu, 24 Feb 2022 13:45:00 +0000

Why do sales leaders fail? Where do they struggle?

When we talk about failing, we talk about not supporting their team, not doing their job effectively, or not having the capability to do so. When this happens, it will affect the business, and ultimately the revenue.

In this episode, Oliver and Jason talk about the reasons sales leaders fail, and what can you do to address it.

Learn more as we come to a great discussion about leadership, and we'll bring you great tips that can help you improve.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[S2E02] Why don't companies do Leadership Training?

Jason Cutter — Thu, 17 Feb 2022 13:45:00 +0000

Why do some call centers not do leadership training? What impact can it bring to the company?

This episode will bring you to the leadership role, which is related to the previous episode's topic of why are employees these days harder to manage. It is not always the leader who is solely responsible, but more the training supplied, which is not adequate.

In this episode, Oliver and Jason talk about things that make an effective leader.

Learn more about the importance of leadership training and more tips that will surely help you with your leadership role.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[S2E01] Why Are Employees Harder To Manage?

Jason Cutter — Thu, 10 Feb 2022 14:01:25 +0000

Why are employees today more difficult to manage? What are some of the contributing factors?

The most amazing technology, leads, sales process could mean nothing if you don't have the operations side worked out. It's coming from somewhere in the leadership side if you're having all these people issues.

In this episode, Oliver and Jason talk about managing employees. Specifically, why is it harder to do so these days.

Learn more about effectively managing people, and understanding the root of leadership challenges.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

Season 2 (intro) - We are back!

Jason Cutter — Thu, 10 Feb 2022 13:57:09 +0000

Welcome back to Call Center Confidence with Cutter & Catt!

This marks the beginning of a new season.

We will continue to talk about all of the phases, and all of the parts that it takes to build a successful call center.

Stay tuned, and stick around as we head into season two.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.29] Finishing Out The Year Strong

Jason Cutter — Fri, 10 Dec 2021 14:00:00 +0000

Your team certainly wants to be paid at this point in the year, but do they still want to work as hard as they did before?

You should be finishing the year with confidence and momentum moving into the next because it's far more difficult to shake everyone up if everything is dying off.

In this episode, Oliver and Jason close the year with some helpful insights to be able to finish out the year strong.

Learn more about focusing on meeting your goals in a very busy season, and build that confidence within you.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.28] Overcoming Sales Management Challenges

Jason Cutter — Fri, 03 Dec 2021 14:00:00 +0000

What are some of the challenges that sales managers face these days? Has it changed compared to the last 10 years?

Many things have changed since the past - how businesses operate, the technology available, the complexity, and how consumers buy. There are, nevertheless, some fundamentals that remain the same.

In this episode, Oliver and Jason talk about an article published in 2013 called "The 7 Inside Sales Management Challenges". We also talked about how to overcome them.

Learn more about the call center industry, how to deal with management issues, and how to become a better leader.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.26] What Sales Operations Leaders Need To Know - Part 2

Jason Cutter — Fri, 26 Nov 2021 14:00:00 +0000

How can you make your tech stack better and more efficient? Are your processes optimized for the full client journey?

In this episode, Oliver and Jason continue to answer questions that are dedicated to sales operation leaders.

This is part 2 of this segment and if you are a sales leader, make sure to check out the previous episode, made just for you.

Learn more about soft skills, analysis vs action, and having a scalable and accurate sales process.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.26] What Do Sales Operations Leaders Need To Know?

Jason Cutter — Fri, 19 Nov 2021 14:55:08 +0000

Are your strategies as a sales operations leader in line with the company’s goals? What part of the process do you think you might be too focused on yourself, yet to the disadvantage of the company?

In this special episode, Oliver and Jason talk about some of the questions about being a sales operations leader. We talked about breaking down silos, working as one with the company, and winning as a team.

Sometimes there is this short-term thinking, and not thinking about the overall business and client success. You must overcome your self-centered and short-term thinking, and consider what you can do to assist the organization and the customers.

Learn more about leadership, unity, success in sales, and scale with your company.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.25] What Is It Ideal To Outsource?

Jason Cutter — Fri, 12 Nov 2021 14:00:00 +0000

Call Center Confidence with Cutter & Catt

[Ep.25] What Is It Ideal To Outsource?

00:00 / 01:00:21

Subscribe Share

Subscribe: Spotify | Stitcher

What type of businesses do you tend to see that are outsourced? Why is it critical to understand when is something appropriate to outsource and when it is not?

Outsourcing is common among businesses wanting to expand. They want to increase the rate at which they hire internally while also expanding exponentially. Business to business is a little more difficult because it requires a lot of industry and product knowledge to be effective.

In this episode, Oliver and Jason continue to talk about outsourcing which makes this Part 3 of this topic.

Learn more about what you could or should outsource and more on the value that it could bring to your company.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.24] What Value Does Outsourcing Give You?

Jason Cutter — Fri, 05 Nov 2021 12:47:37 +0000

What is the value of outsourcing? What are the criteria or factors to consider when looking for a good deal?

When it comes to outsourcing, there are three factors to consider: price, quality, and opportunity. One of the greatest things that most outsourcers undertake is their 24/7 schedule. They have the skill, the technology, and the capability. When you put them all together, you have the outsourcing machine.

In this episode, Oliver and Jason continue to talk about Outsourcing and the elements around it that give your organization an advantage.

Learn more about successful outsourcing, and also what works and doesn’t work with it.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.23] Winning Through Offshoring and Outsourcing

Jason Cutter — Wed, 03 Nov 2021 13:20:38 +0000

Why are more businesses opting to offshore or outsource than ever before? How can you improve your effectiveness in this way?

People are shifting their companies, their businesses, into contact centers, and we can see its significant movement in the marketplace these days. The need for agents to be able to take the chats, emails, the live phone calls is critical as the modern outsourcers really do bring an increase in quality and service and new ideas and ways to help companies get better and let the companies focus on their core business fundamentals.

In this episode, Oliver Catt and a special guest, Fred Stacey talk about offshoring and outsourcing specifically in the contact center world.

Learn more about outsourcing and offshoring in the call center industry, and how do these make your company win.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.22] Are You Open To Change?

Jason Cutter — Fri, 15 Oct 2021 05:07:55 +0000

How does being open to a changing environment, or organization help us? What are some of the things that cause us to fear change?

In this episode, Oliver and Jason continue to talk about change and why is it important to adapt or accept.

If we look at it from a different perspective, when you’re selling to someone, and you’re in the act of persuading them, technically you are wanting them to change. So if you’re a salesperson who isn’t willing to change and then tries to sell to someone, it won’t work.

Change happens for a reason, and it’s fundamental to understand why it happens and why we must be prepared for it.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.21] Are You Helping Lead Change?

Jason Cutter — Fri, 08 Oct 2021 04:06:58 +0000

Are you helping lead change? Is change a positive thing for you or otherwise?

When we talk about change is it’s not just universally to embrace it, but where you are open to it, and where you’re not. Sometimes, we are afraid of change, yet in business and in life, there’s really no such thing as stability.

In this episode, Oliver and Jason talk about the significance of change, and where that fits in, in a call center and especially in a sales team.

Learn more about change, and how to deal with it, effectively incorporate it, and manage it.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.20] How can HR be an ally to sales?

Jason Cutter — Fri, 01 Oct 2021 04:40:30 +0000

How can HR be an ally to sales? Why do you get the impression that you’re in trouble when you’re called to HR?

HR is like getting called into the principal’s office. Whether you’re going to them or they’re coming to you. When somebody is called to HR, It’s always associated with the negative meaning of what you’ve done wrong, and no one definitely likes that feeling.

In this episode, Oliver and Jason talk about some of the ways to have the HR Team and Sales Team work together to achieve success as one.

Learn more about HR and Sales, breaking down silos, and working on common goals.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.19] What's the difference between a leader and a manager?

Jason Cutter — Tue, 28 Sep 2021 06:00:00 +0000

What are the key crucial differences between leaders and managers? How can you become more effective in leading your sales team?

You must be able to set the vision if you are a leader. You must also be able to motivate your employees. You bring others along to help you translate your vision. On the other hand, as a manager, you carry out that vision and assist the workforce in achieving their objectives.

In this episode, Oliver is joined by three guests – Neil Chitra, Paul Kitson & Rich Edge. They together talked everything about leadership. They also talked about their experiences, pitfalls, successes, and the big wins in their call center career.

Learn more about management and leadership in the call center industry!

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.18] How well do you have your systems and processes documented?

Jason Cutter — Fri, 24 Sep 2021 04:29:33 +0000

How effectively do you manage your systems and processes? How important is it to run a call center in a systematic way?

Generally, people who are in sales – get promoted, and they’re usually just good at that because they know sales. Scaling it and then moving it to the next level involves the utilization of systems, processes, and documentation, which can be challenging.

In this episode, Oliver and Jason talk about the things that you need to know about documentation and other elements that are involved with it.

Learn more about systems, processes, and documentation in the call center business.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.17] Are you winning at Customer Retention?

Jason Cutter — Tue, 21 Sep 2021 04:34:30 +0000

Are you succeeding in retaining customers? What role do salespeople have in terms of customer retention?

People are enrolled, signed up, and paying, and then they may be dissatisfied. Perhaps your customers wish to leave your organization, or perhaps they don’t like what they bought.

In this episode, Oliver and Jason talk all about how to keep your clients or customers engaged with you. Getting a new client for every client you can save or keep, as a part of your business takes so much time and effort.

Learn more about customer retention, the roles of every member in a sales team, and as well as customer experience.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.16] Can you make QA a successful part of the Sales Operation?

Jason Cutter — Fri, 17 Sep 2021 04:46:51 +0000

Can you make quality assurance a successful element of the sales process? How do you set that up efficiently?

You’ll need a standard operating procedure (SOP), which is a set of instructions that spell out exactly what you’re trying to accomplish. You must also have a structure from the beginning, as this is the only way to be successful in QA.

In today’s episode, Oliver and Jason talk about the process of listening to, and providing feedback to calls, to improve quality.

Learn more about the success with quality assurance and control, and reviewing compliance.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.15] What can you do to build a roadmap for your reps to move up?

Jason Cutter — Tue, 14 Sep 2021 06:00:00 +0000

What can you do to lay out a path for your reps to progress? How critical is it to assess your own and your team’s improvement?

There should be a well-thought-out strategy that outlines where reps might end up if they play their cards well. Everything should be built around them, and we should figure out how to prepare them for growth.

In this episode, Oliver and Jason talk about progression and succession plans. They also talk about some of the challenges that promoted reps could face.

Find out more as Oliver and Jason offer free advice and ideas on how to lead your team so that they can lead in the future.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.14] How can you manage a manager that doesn't manage?

Jason Cutter — Fri, 10 Sep 2021 06:00:00 +0000

How do you manage managers who don’t manage, or who can’t manage, or who struggle to manage?

The best performing team is the team with the best sales manager. Even if it’s challenging to lead by example and get it right every time, you must set the stage for success for everyone in your organization.

In this episode, Oliver and Jason talk about managers and the elements of managing.

Learn more as we discuss this big topic and pick up something that you can apply as you fulfill your managerial role.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.13] Are you using Performance Improvement Plans correctly?

Jason Cutter — Tue, 07 Sep 2021 06:00:00 +0000

What is a performance improvement plan? At which point of your team’s progression is this needed?

One of your responsibilities as a manager or leader is to coach and assist your team, and a performance improvement plan is one approach to do so. This is similar to a road map for getting someone back to where you want them.

In this episode, Oliver and Jason talk about the steps that will be taken when your team is not hitting the numbers they need, and it becomes time for a decision.

Learn more about performance improvement plans, performance development plans, coaching, and leadership.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.12] How do you keep your people on the right path after training?

Jason Cutter — Fri, 03 Sep 2021 06:00:00 +0000

How do you keep your people on the right path after training? Can you foresee if a person will be winning or not?

When somebody leaves the nest and they get into their sales role, there will be a progression and a point where they’re already competent. Throughout the process, you must be able to determine whether your team is winning or losing, as well as how they are progressing.

In this episode, Oliver and Jason talk about the path that new hires take after training, and how do we determine if they are progressing or not.

Learn more about progression, performance signs, KPIs, work attitude, and successful leadership.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.11] What's the difference between management, coaching, and mentoring?

Jason Cutter — Tue, 31 Aug 2021 04:44:57 +0000

What’s the difference between management, coaching, and mentoring? How are these elements done?

Management is dealing with your team on the day-to-day. Keeping track of their performance, skills, attendance, and data. Coaching them entails helping them through their day-to-day. Mentoring is about figuring out how to get to the big vision and the big aim. We aid that person’s development rather than helping them meet targets.

In this episode, Oliver and Jason talk about everything you need to know about management, coaching, mentoring and how to better understand each of these elements so you can successfully fulfill your role as a leader in the Call Center world.

Learn more about leadership and the principles to be successful in your role.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.10] Where do nesting end and ongoing education begin?

Jason Cutter — Fri, 27 Aug 2021 07:07:52 +0000

How can you prepare your employees to leave the nest and thrive in the sales team and on the sales floor?

Some companies believe that because they have completed some training and placed their salesmen on the floor, that the salespeople will figure it out on their own. It’s comparable to how schools don’t teach you how to cope with money, emotional intelligence, relationships, and other real-world issues, instead assuming you’ll figure it out on your own, which leads to problems.

In this episode, Oliver and Jason continue talking about the nesting area that happens after the training period, and the ongoing education.

Learn all about the nesting stage, supporting your team, and setting them up for success.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn

[Ep.9] How Well Are You Preparing Your Trainees To Leave The Nest?

Jason Cutter — Tue, 24 Aug 2021 06:00:00 +0000

Is it vital for the trainers to stick with the trainees after training, or just simply hand them over to the operations team?

This is primarily dependent on the availability of the staff. Some companies have so few trainers that it’s not possible for the trainer to accompany the group out onto the production floor and provide support.

In this episode, Oliver and Jason talk about what’s taking place after the training stage and how to help your people as they are handed over to the operations.

Learn all about the nesting stage, how to run a successful operation, and supporting your team throughout the lifecycle.

Learn more about how to build your Call Center Confidence

Sign up for Reminders about Weekly Live Show

Connect with Jason on LinkedIn

Connect with Oliver on LinkedIn

Facebook

Instagram

LinkedIn