00:00Speaking of the word culture, how important it is for you to build a culture in a business and how
00:06do you let every employee know about that and let's say, I don't know, memorize it or know about it?
00:15Because in general, a successful company is based on the employees, all the employees together, knowing the goals and divisions
00:22and the missions and the culture inside of the company.
00:26And yes, well, the call centers are very interesting.
00:31There's a very large attrition here and people also see this industry as something that's transitional or they might look
00:37down upon it from what you see in Hollywood where the calls you may have received are made.
00:41But for me, the most important thing is to try to break any sort of misconceptions of what telemarketers and
00:50call center agents do.
00:52There are individuals here that can resolve issues for you.
00:56People may work at companies and have to make appointment calls or to set appointments for people and do lead
01:02generation.
01:03It's an enormous amount of people that earn a living doing this.
01:06And so for me to have my sort of culture, I have to avoid the natural attrition.
01:14I will lose people because of a scheduling conflict for the university.
01:18It might be closer to their home if they have to travel on site.
01:21Their boyfriend or girlfriend may be working there.
01:24And also, let's be realistic.
01:25If they have earnings potential, there are places that do pay more and have a more aggressive pay structure.
01:30But this industry in all is something where, in my opinion, has very talented artists of speech.
01:38You know, today, Hussain, most people are doing things in an omni-channel non-voice capacity.
01:43Well, it's either chat or email support, which is fine.
01:47But I believe that you have a much better percentage of retaining a client over the phone, doing an upsell,
01:54getting a referral.
01:55And let's look at it in a serious way.
01:58If you happen to be losing a client, you might be able to get an exit interview out of that
02:02individual on the phone compared to an email, where we can find out what the competition had done to earn
02:07their business or what you and I could have done to keep their business.
02:11And so as long as we can keep that sort of open mind and realize that this is a means
02:17to an end, this actual interpersonal communication verbally, then I think you'll get better results.
02:22Yeah, I'm with you with that, especially now with a lot of AI coming in, a lot of technology.
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