Consultant, not Salesperson

[eggwards]

Wow, is it June already?

The other day I stripped off all my clothes after coming home from work. The hose was hot as the air conditioner hadn't kicked in. I threw the clothes I wore and some more into the washer and pushed the "on" button.

Several minutes later I noticed that my iPhone wasn't with the watch, wallet and keys on my desk. After a minute or so, I realized where it was. I had to pull it out of the washer, just before the last spin cycle. The phone was completely unresponsive.

For a few days I used my old motorola phone using the iPhone's SIM card. It was good that it worked, but I was really jonesing for my internet browser. I hadn't realized how reliant I had gotten on the ability to instantly look things up or read news and blogs during down time. I live the iPhone for that reason.

After googling some tips for what to do with a waterlogged cell phone, I left the iPhone in a jar with some rice in order to dry it out. I wasn't looking forward to having to buy another iPhone, specially since they are out of stock while everyone waits for the next model.

Luckily for me, two days later the phone powers up and works, just as it had. For a few more days there were some watermarks on the screen, under the glass, but those too seem to be gone. I'm hoping the phone will last at least another year to officially finish out the contract period, then I'll think about replacement. I don't need G3 speed that much.
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Next week will be my last week in new hire training. It's been months now, but with the licensing, all the new products and services and just the way the new company does business, I'm not even sure that four months is enough training. This company is really very different from anything else I've done, and they expect a lot out of their call center reps.

I remember on our first training-wheels queue rotation we learned much more than we did in class, with several new scenarios and small details that weren't brought up. I fully expect the same as we move up to full fledged licensed calls. There's two big issues I have with moving forward:

First: I've never been a salesperson. Well, I've sold shoes and clothing, but not in the financial realm. I've always done service after the sale. Here we have goals to try to retain assets, bring in new business, and expand business with current customers.

Now mind you this is a soft sales pitch, no heavy pressure or anything, but if you want to earn more and get good scores on your reviews, you have to do some selling. I'm not sure how well I'll adapt to this. If it's just bringing up a customer need, and they go for it, then fine, but I'm not much for full on sales.

Second: I've never been on a full out call center queue. I've already had trouble with being able to close a call and to take the next one right away without having to have processing time. I've never been rushed like this, having always had time to process after the call. Here that can hurt your stats. I really don't like that, nor do I like leaving people on hold just to finish up notes, process paperwork, and finish what needs to be done. I wish they would give us more flexibility.

Luckily one of the normal call center stats, talk time, is not used here. Where in most call centers a phone call that goes over seven minutes will hurt your stats, that's not the case here. If a call takes 90 minutes, then it takes 90 minutes, no problem. I had one that took that lone the other day and there was no selling or withdrawal to it. It was all talking about the market and what funds she should be invested in. It's nice being a consultant, not a salesperson.

Still, I know getting into the grove of the call center is going to be difficult. I've never had to take the volume of calls that I will here, and I hate the phones! Still, when I get into it, and I get all this information sorted in my head, I think I could find it rather rewarding. It's just change and I need to get on board.

I've already found some other gays at work. My boss, not gay at all, but cute, asked me what the bear flag meant. I think I mentioned something about a fat, hairy fraternity. He looked like he had heard enough and turned away...not disapprovingly, but in his "I have to be gruff" way. It's kind of funny.

Today I heard about more layoffs at my old employer, Fidelity. It made me glad not to be in their employ anymore, and finally encouraged me to roll my retirement funds out to my new employer. Sometimes moves are made for the best, no matter what the difficulties might be.

Comments

[furrbear.livejournal.com]

I didn't know you had left FI.

[njbearcub1.livejournal.com]

Good news about your phone. The worst thing I've ever washed has been my wallet. Though you almost had me distracted at the point where you said that you stripped off all of your clothes.

;-)

And I hope that things go well at the new job, with your gays and your gruff boss.

[mrdreamjeans.livejournal.com]

I've not done sales and marketing full time either. I worked on contract last year for a crisis consulting firm. I was expected to make 70 cold calls a day and follow up with 70 emails. I couldn't do it. Taking 70 calls is far different than making 70 calls. In my current job, I'm on a conference call every morning with various regional folk. I'm expected to know our census (how many in the building), how many Medicare and Managed care (a much higher level of reimbursement), how many people are in the hospital and their status financially and clinically and the dates my Medicare residents will discharge from services. I also have to report deaths .. for my building, 6 in two weeks and 13 this year. This part gets glossed over. My ratio of referrals to admissions is over 85%. My ratio of sales calls to referrals is 13%. I'm geographically isolated. But when I get a referral, I excel in bring the person to the building. This is my long-winded way of encouraging you ... You are responding to people already with accounts or interested in bringing you business and your knowledge will help them immensely. I'm proud of you in this journey.

HUGS!

ps ... Happy to hear that you met my friends cimmarondfw (Mike) and his partner Charlie at the pool party last weekend!