There’s finally a prospect on the phone. But what now? Well, that’s when you should be on a discovery call. A discovery call in merchant services is not the time to pitch. And it’s definitely time to talk about your company’s quote rates. It’s actually the time to listen, ask the right questions, and figure […]
Fahim mustasir is a call center operations consultant with 12 years of experience managing inbound and outbound teams of 50–300 agents. He has held roles as Operations Manager and Director of Quality Assurance at two BPO firms and has been quoted in industry publications on topics including CSAT, agent attrition, and workforce management. He holds a certification in contact center management from ICMI.