If You Have Time to LeanClean

Angela Perry, PhoneSmart Call Center trainer and experienced phone rep offers insight about down times

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At the call center there are times in the month or even in a particular day when the call volume is not as heavy as other periods. I think back to my days before the call center and remember what my manger at the fast food restaurant used to say to us, “if you have time to lean you have time to clean.” Why not apply that same philosophy for our slower periods in the call center? If we have time to lean (or twiddle our thumbs) then we have time to clean. We can take this literally and do some “spring cleaning” for the work place or we can use it in another context.

We could use this time to clean up our scripts or our sales pitch. We could work on a different approach to overcoming the most common objections; investigate new ways of saying hello or ending the call, etc. During this time we can self-critique each call that we take. To keep track of how we are doing we can make a chart with 3 columns: one column listing the pros another one for the cons and then the last column how we could have improved the call.

Taking advantage of the slower periods with lighter call volume will enhance the expertise of the call center as a whole. Everyone can use some “clean-up” time and what better way to begin the cleaning process than to start with the person you see in the mirror everyday?

Therefore as a trainer, if I see my co-workers leaning, I am going to hand them a towel (paper and pen) and ask them to clean.

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