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For the meantime, you can check out my blog for more info about what's going on with our lives.
http://maryjanecabrera.wordpress.com
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Scripted
To break the ice guys, I’d like to share with you a little part of my job. Here’s an example of what I’m grumbling about everyday. This is a generic script that I use for the accounts I’m calling (take note: I made this script myself so nobody better complain!) and to be safe, I didn’t put the names of any of the companies i’m calling for. This is just to give you an idea of what my job is, gets? ^_^
Get a dose of callcenter jargon!
And by the way, I do appointment setting.
My Script
To the GK*:
I would like to speak with the (Director of IT/ IT Manager/ CIO) please.
This is in regards to your IT network support and maintenance. This is in regards to your IT staffing and support needs.
To the IT Director (or PIC of IT*):
Hi/ Hello Mr. ____. I understand that you’re the (verify job title).
Introduction:
My name is Jane from (name of company). Can I take a few minutes of your time to introduce our company and the services that we offer? Is this a good time for us to talk?
If NO:
I understand. So when would be the best time for me to call you back?
If YES:
Great! (name of DM*), our company (name of company) specialize in IT infrastructure, Security and Scalability to industries such as yours. We take pride on ourselves on providing answers for businesses that really work.
Probing Questions:
1. Are you currently outsourcing your IT support/staff or planning to do so?
2. Do you have any upcoming IT projects that needs supplemental IT support?
3. What is your time frame for outsourcing? When are you planning to outsource?
By selecting us to manager your IT infrastructure:
*Our technical knowledge and business savvy can integrate with your team and be productive or to take ownership of a project and lead it to success.
* We can make your infrastructure keep pace with your growth, so you’ll never have to worry about outrunning it.
* We deliver a reliable infrastructure with less than five minutes of downtime per year. We work with you to make sure that you get all the ‘Nines’ you need.
* Our Security Services go beyond firewalls and patches–taking a holistic approach to protecting your infrastructure. We treat the system not the symptom. Our security methodologies have been time-tested in some of the most demanding security environments around.
Based upon feedback…
It may be helpful if one of our consultants contact you to give you an in-depth look at what we have to offer and how we can optimize your current IT environment. (Set appointment date and time.)
Gather Info:
1. Name
2. Job title
3. Email
4. Direct Line/Extension number
5. Number of Computers
6. Number of Servers
Confirm date and time of appointment.
That’s it guys! ^_^
FYI:
GK means gatekeeper (a.k.a. the receptionist, operator) .
PIC of IT means person in charge of Information Technology.
DM means decision maker.
More call center jargons:
VM means voicemail.
GVM means general voicemail.
NI means not interested.
NA means not available.
WARM means its a very hot lead.
QA means Quality Analyst.
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