Managers Share Secrets of Success

CS: What one call center accomplishment are you most proud of?
Perry: Developing a cohesive team. I had worked at other call centers before I came here two years ago. When I got here, I defined what would make a perfect team member, what skills that person would need, and then I looked around at the existing staff to see who fit that model. We had to let some people go. But I think having that model helped us to build the really great team we have now. The original team members were not motivated by money, and so the commission incentives weren’t working. But now we have team members who are motivated by that.