Appointment Center Manager only · Appointment Center · 6 Roles Intro
Six roles, not one catcher
Catcher, Hunter, Recycler, Surfer, Showtime, and Perennial are different jobs. A single person answering the phone is not an Appointment Center. It is a receptionist hoping.
Inbound catching alone leaves unsold work, cancelled sets, web forms, show leads, and past customers on the floor.
Appt Center
Tactics by seat
Appointment Center Manager
- Name a primary owner for each of the six roles even if one person wears two hats. Hats are fine. Unnamed roles are not.
- Script each role. Role-play weekly. A flowchart in a drawer is not a role.