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This business coaching course provides the call center basics.

Results-Focused Training, Tools, and Workshops from Expert Business Coaches.

Featured Coaching Excerpt - Notes & Transcript, Part 1
  • Tools for Running a Call Center: 6. Envelope
  • Lesson Nugget: Using the principles mentioned in the previous episode, begin building a call log that is relevant to your potential and likely buyers.
  • Lesson Nugget: When mailing ideal and likely buyers, have a nice envelope and write out the address and name on it; People are more likely to open a handwritten letter.
  • Lesson Nugget: Put something, a gift or random object, in each letter to give it a little "sizzle" so it will stand out.
  • Tools for Running a Call Center: 7. Call Quota
  • Lesson Nugget: These lessons for running a call center can also be applied to raising capital and many other facets of your business.
  • Lesson Nugget: When running a call center, merit based pay will be the only way to successfully entice your employees to perform.

codeacademy for sales, find sales training on Thrive15.com

-Your dreams will go to Okmulgee if you can't sell. They'll go down the highway to Okmulgee if they don't-- so Ok-- now no offense to people who might be in Okmulgee. But that's where it's going to go. If you've got a big old dream, and you can't sell, it's just a bad deal. It's just not going to happen.

So we're going to go through the board. We're going to talk about call slash sales center 101. Now we're going to lay this all out. Oh yeah, oh yeah. Boom. And then [INAUDIBLE], I'm going to allow you to move a little bit, so I can see your incredible face. Because your incredible face is why I came here today. OK.

So these are all the things you need to make a call center. And I want you guys to jot these down. You're like, you want me to jot all this down? Yes. Why? Because does anybody here have any aspirations at any point in your life to own a business? Or am I the only one who cares? Anybody care? You do? OK. You? You? Well, jot this stuff down.

Because you understand when I go to work for Maytag, or O'Reilly's or Hewlett-Packard or whatever, I will charge people $20,000 for this. This right here, I will charge people 20 grand. And they will pay me 20 grand for this.

So I'm showing you exactly-- we're going to go through it. We're going through it one at a time, so you don't have to feel like your brain's going to explode. But if you run out of paper, we're going to raid the printer here. I'm not going to ask for permission, I'll just ask for forgiveness because that's the entrepreneurship way.

OK, so building a sales center, call center, from the ground up. OK? From the ground up. So let's look at it. The stuff we need, we need stuff. One, Pledge slash Sales card.

Now what if we change this to say, building a job recruitment center? So you're trying to find a job. Let's just pretend for a second you're using this system to try to find a job after college. This system will work. Let's say that you were trying to-- anybody here have a product idea? Anybody here have this idea for a product at some point? Or a business, a certain kind of business?

So if you're going to try to raise investor money, let's say, this could be the same system. You could say, this is a thing called a lead sheet. It's where you document the people you're talking to. Because if you talk to Bob-- if you make 100 calls a day, is it likely you're going to talk to a ton of people, and you'll probably forget what you talked about? So you need to write it down.

The second is a call log. Does anybody here know why we need a call log? Other than it's a fun word, it's two syllables. I love those syllables. Anybody? What do you think? Bueller? Brandon. What do you think, Brandon? Why do we need a call log?

Because you cannot manage, you cannot manage, unless you can measure. Oh, that's an epiphany right there. That makes me want to cry. You can't manage unless you can measure.

Next is a script. Why do you need a script? Why do you need a plan? Why can't we just get on the phone and say whatever the heck you want to do? Is it possible that I've maybe done this so much that maybe I found what works?

But the reason we're going to do the script is because if you're shooting from the hip, you will bomb. It will blow up. Your pie will taste like cow pies. I've never had a cow pie, but if I did, I would believe that it would taste like-- OK, so moving on.

So four, you want a list of ideal and likely buyers. If we're going to raise money for a call campaign from alumni, who should we call?

STUDENTS: Alumni.

STUDENT: Successful alumni.

-OK. Come on. Now we're talking. So you said alumni. And then we cut it back a little more. So we started with this big, huge-- like we said, first, the funnel. Let's call alumni. That's a big-- but if we're going to raise money for alumni, we should call alumni.

Now this, by the way, doesn't happen. That kind of genius does not happen in '90% of the businesses I've met. No, I'm being real. Being real.

Example. There's fitness businesses out there who are like, I'm going to just do a mass-- I'm going to do TV commercials. Why would you do a TV commercial that reaches the whole city, when only 10% of the city could afford your services?

If you have a $600 a month personal training service, does it even make sense to buy ads? No matter how many ads they run, would you be willing to pay $1,200 a month for personal training? But there is some people who would. So let's just market to those people, right?

So we say alumni first. But then we get in and we said, you said, alumni who are--

STUDENT: Successful.

-Oh man. I'm going to say people who've given $100 or more. You gotta write that down, because that's who we're calling right now. Oh man. I'm starting to get excited, and that's cause I have a disorder. But I love entrepreneurship, and I love sales.

But that's the thing. Do you guys get it? We're only going to call people who've given 100 or more? What? I'm going crazy back here. [INAUDIBLE] camera.

The thing is, it's nuts. It's unbelievable. We're going to call people who've given money before. This is like a treasure trove of awesomeness. This is manna, but like flavored manna. It's like with frosting, and it doesn't make you fat. That's the kind of manna it is. It's like ice cream with no calories, no side effects. I don't understand it-- I can eat as much as I want, and it gives me six pack abs.

That's what this is. This is sick. This is swine flu. This is oh, it's so sick. It's so awesome.

Featured Coaching Excerpt - Notes & Transcript, Part 2
  • Technology Needed to Run a Call Center: 1. Three Computers
  • Lesson Nugget: Without accountability people will "drift;" neglect their responsibilities and not do their work.
  • Technology Needed to Run a Call Center: 2. Three Cell Phones
  • Lesson Nugget: Hire someone to help you in those areas where you are uninformed. In the end this will save you time and money.
  • Technology Needed to Run a Call Center: 3. A White Board
  • Lesson Nugget: Follow the proven systems outlined in this series to get your call center on the path to success.

[MUSIC PLAYING]

-Do you realize that if you could have a list of people that paid for financial consulting services in the past and you're calling them, that is awesome. Whoa. If you're calling, we'll switch back to him just for a second so we're better, if you're going to call people who have a net worth of over a million dollars, they're called accredited investors, and by the way, you can buy lists of these people. If you called only accredited investors, don't you think you'd have a higher probability of raising money?

So I have a meeting schedule in November where I'm going to be presenting to 35 guys who have a net worth of over $2 or $3 million. Don't you think that's a pretty good group of people to talk to about raising money?

Now I don't know about you, but some families I've been to, and families I've been in, you're like, hey, you want to invest? They're like, $7. I'll do $7, and how much interest am I getting? Don't cash this right now, but here's $7.

So it doesn't matter how motivated. What if my presentation is slick? It still doesn't matter. There's no money there. Right? We're calling people who've given to ORU in the past. And if somebody's given money to ORU in the past, does it mean that they potentially might want to do it again? Oh man, I'm going to cry.

Now next, we have something. Point number five, we have something that humans want to buy that provides a solution to a problem. Marinade on that for a second.

[MUSIC PLAYING]

So here's the thing, I don't even know what we're talking about anymore. But the thing is it's something that humans want to buy that provides a solution to a problem. If you're selling something that no one wants, it doesn't matter how awesome you are at sales, people don't want it.

Have you guys ever bought an organic avocados? Hear about anything organic?

AUDIENCE MEMBER: Banana.

CLAY CLARK: Banana? Do you care if it's organic? Who here does care? Do you care? Do you care? Do you care? Wait until you're 40. Does anyone care? OK. So this is funny.

So now, even though I might have an organic sticker on something, if I'm not an ideal unlikely buyer, college students are not the top organic buyers. But if we're selling to people who are in their 40s who are fighting age, and they're like, I just want to get younger. I want to keep my-- your mom, right? Organic, I almost guarantee it's organic. Right? Yeah, organic, right, that's what happens.

So I'm just telling you, we got to sell a product to people who have the ideal unlikely to buy it, but also you have to have a problem that provides a solution. So the solution for college kids, they don't even care if it's organic. They wanted it to be ch, ch,

AUDIENCE MEMBER: Cheap.

-Cheap. So what is the alumni, if you've given money to a college before, what could be your motivating factors? I want to write these down as we think about them. What are the possible solutions that we're providing for some one. I mean, how could somebody donating money, you don't get anything when you donate, you just. What kind of things do they get?

And I thought we had said, and maybe I'm wrong, I thought we had said, well, Dale Carnegie had said. He says, we're dealing with creatures of emotion. Ah man, so, logically, it doesn't even make sense. So people have this emotional need to feel good. Oh no, oh no, because we're about ready to just have a bam!

OK, so what happens is if you're talking to someone at a call campaign, if you're seeking a donation, the one thing that they want to feel is they want to feel good. So you know what, stay on the freaking phone as long as possible and build a connection. Are you feeling me? Stay on the phone as long as possible and build a connection. In fact, give them this in section of this thing called [BLEEP] stay on the phone. Build a relationship.

Let's switch for a second and say you had an accounting service, and somebody's wanting to really help financially plan their future, they want to feel secure. Do you want to rush them through that meeting? Probably not, but so many of us, we're trying to just raise a bunch of money that we're just going to rush through the call. No, not us, no.

So what people want on this campaign is to feel good. But you have to focus on whenever you sell a product, what is the solution people want? At the end of the day, the Shake Weight, people want to lose

AUDIENCE MEMBER: Weight.

-Right. The reason why 40-year-olds buy organic is because they want to live

AUDIENCE MEMBER: Healthier.

-Yeah, be healthier, right? The reason why we're going to raise money is because these people want to feel good about, what? What do they want to feel good about? They want to feel good that this school is going to help reach another generation and teach them the merits of spirit, mind, body, now what do we call? We changed it a little bit. It's called now--

AUDIENCE MEMBER: The whole person?

-The whole person. These people want to feel good. I'm giving money back to a school that changed my life to help somebody else. Hence why I'm here.

Featured Coaching Excerpt - Notes & Transcript, Part 3
  • Notable Quotable: "You have to work with what you have."- Theodore Roosevelt
  • Technology Needed to Run a Call Center: Humans: Administrator- Someone responsible for the performance or management of administrative business operations.
  • Lesson Nugget: People are fallible, remember this when you are managing them.
  • Lesson Nugget: You know you have a good system if any person can learn how to work in any position within five hours.

[MUSIC PLAYING]

So we move on to this. Now the next thing you need is humans. Humans, humans. What's the problem with humans, guys? What's the problem with us humans?

AUDIENCE: [INAUDIBLE]

-Go ahead and tell me the good side, the downside. I just told you, the other day, I teach time management classes. I do really well. I travel all around the country. And I forgot to call my wife.

Is that cool? No. Did I get in trouble? Oh, yeah. Now is my wife upset about it? Yeah, she was upset. She's good now. She's a great lady. She was upset, though, right?

So here's the thing though, right? Humans get mad. Humans forget stuff. Humans make mistakes. They're humans, right?

That's what a human-- we're fallible, right? We're not deities. Maybe some of us feel like we're deities, but we're not yet deities.

So am I helping somebody? So you're managing humans. Now what's the deal with humans?

Are you going to be able to [INAUDIBLE] Joe, if you're trying to raise capital? If you're trying to raise money? Mimi, if you're trying to raise money. Jordan, if you're trying to raise money. Are you going to be able to find the most high quality people in the world to make calls?

AUDIENCE: Probably not.

-Probably not. Here's the thing. You're going to get stuck here if you don't hear me and you don't write this down. If you don't remember it. You have to work with what you have, right?

Don't be running around trying to find people who are experienced to make your calls. You just need some humans. But here's the roles you need. One, you need an administrator. So who's our administrator over here? Who's this guy?

What's this guy's name? Anybody? What's this guy's name?

AUDIENCE: Josh.

-Josh? Josh, have you been an administrator before you were administrator on this campaign? So you've been an administrator on how many campaigns now? Four?

JOSH: Three or four.

-Three or four. The first time that you were an administrator, had you ever done it before? No.

How long did it take you to learn. What, 5 hours, 10 hours? Cool. Here's the deal. Your system is a good system if anyone can learn any position in how many hours? Five.

So if you can go from have no idea how to make cold calls to doing it well in five hours, that's a system. If not, it's just a bunch of bunk. So it's like, well, what you have to do, is you have to shadow me for a month.

How many people in here know what I'm talking about? You know somebody-- this what I hear all time in small business. They say, you know, for someone to become good at cold calling, it's going to take them about two years.

[LAUGHTER]

AUDIENCE: Doesn't make no sense.

-Doesn't make any sense. I hear it all the time. I hear this all the time. I heard it last week, I heard it last Friday, heard it last Thursday. I'm talking about grown people who are like, you know, to find someone to make cold calls, you just need-- it takes about two years usually to find a good one. It takes about two years to train someone.

What are we talking about? Are we training people to go up into space and come back with a lunar rock?

-Three--

-Ignition.

- --two, one, go.

[MUSIC PLAYING]

-No, we're talking about making calls! But this is what happens, right? Well it just takes experience. Who here has ever heard somebody talk about that before?

You're trying to find someone to work a fireworks stand, or finding how to run a grill. They're like, well, just, you gotta find someone with experience. You just got to know how to run a grill. Get out of here. So five hours or less, build a system.

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