Call Center Reintroduces Services To Franchise Network

(Monday, February 27, 2006) - Starting March 1, Fiducial's Call Center will reintroduce telemarketing services to all its franchisees to assist them in growing their businesses. Call Center manager Chris King says the Center welcomes any opportunities to work with new and existing franchise members.

Since joining Fiducial in November 2005, King has helped instill a "team" concept among his staff of seven full-time and one part-time Call Center Representatives (CCRs).

"I enjoy working with a team and enjoy developing a team," said King who has a degree in business management and nearly 12 years of call center and customer center experience. "That's the mantra I stick behind—it's all teamwork."

King knows it takes individual efforts manning the phones but noted that "everyone needs to watch out for their next door neighbor. It's good to have a bond especially in that type of production environment."

The team concept is readily embraced by the Baltimore, MD, area native who played football as a middle linebacker and defensive end for the West Virginia Wesleyan University Bobcats in NCAA Division II.

"You don't leave your teammates behind," he said. "We have a goal to meet and we will do what we can to make it happen. That's the mindset I have for my team. Our goal is to provide a high level of service for the field."

Identifying hot buttons

The Center is dedicated to developing new accounts for franchises and company stores by making outbound calls to prospective clients in small and midsize businesses for accounting and financial reporting, business counseling and payroll services.

"We always look for the quality of the call," he said. "We want to step up and raise the quality of appointments that are set. Obviously, the more solid the appointment that is set the better chance it will hold."

CCRs routinely ask business owners if they are interested in converting from their current accountant to Fiducial's services. They're able to discern the prospect's needs and successfully match up those needs with an appropriate Fiducial representative.

"Once they're able to identify those hot buttons we're able to provide a solid appointment," he said.

Eventually, King would like to see the Center expand into a second shift so they'll be able to call on the West Coast which will maximize its opportunities. He wants the Center to progress into the customer service area so they can handle inbound customer service and offer information or direction to franchisees.

Perseverance is the key

"Having a stronger customer service base would prove to be very beneficial to Fiducial in the long run," he said. That means taking the Center to the next level. "I really want to maximize the potential of the Call Center. It can be a great tool for a company."

Asked what makes a top-flight CCR, he says it's someone that's hungry and ambitious with drive.

"They understand that perseverance is the key when you're on the phone," he said. "Telemarketing is a hard job and it's hard to find a person nowadays with the work ethic that you need in this environment."

King views his manager's role as part mentor, part coach and part leader.

"You don't do these things by yourself," he said. "It's my team and it's our team. That's what I try to cultivate."

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