AD Tired of EXTENSIONS that put your career in jeopardy?

Feeling like you’re out on a limb and being made to walk the plank?

Call PhoneSourcer today for a safe alternative to sourcing and  EXTENSIONS that will always work!

       Org                Location     Last        First            Title                   EXTENSION        Email

  1. Pillaging Revenge   Anywhere   Keelhauler   Swabby    Knotmaker                               x247   swabby@pillagingrevenge.com
  2. Pillaging Revenge   Anywhere   Crabcakes    Buckets    Keg Swabber/Bottle Washer   x411      buckets@pillagingrevenge.com 
  3. Pillaging Revenge   Anywhere   Maprioper    Sinister     Navigator                                x419     sinister@pillagingrevenge.com

513 646 7306

Gatekeeper, Gatekeeper, Tell Me Your Codes

“I’ve seen a lot of growth since I’ve been here,” the customer service rep preened at me when I admired the fact that he’d been with the company for eighteen years, a fact he dropped once engaged in conversation.

“I watched sales grow from $100,000 when I came here in 1999 to $22million in 15 years.”

Quickly I did the math in my head and realized I was missing the last three years of financials – a crucial piece of information I was after and one of the reasons I was having this conversation with this customer service rep of one of the competitors of my customer; unbeknownst to this Gatekeeper*.

I thought to myself that what he’d just said was an odd marker to throw out.

“How long did it take for sales to increase to that $22million point?” I asked in what I thought was Business Casual Conversation but Something In The Way I Moved may have turned him back and I could sense him quiet on me so I slowed my gait and looked the looked the other way when he answered, all too casually,  “A few years.  Maybe five.”  And then Chatty Matty fell silent.

I don’t like to do it but I did.  I visualized the wheels turning in his head and it started to freak me out but I took a stern hand with myself and pushed on.

“What happened then?  All hell break loose?” and I held my breath.

He laughed.  “OH Boy!  Did it!  It was like a floodgate opened!”

It sure was.  He went on to tell me exactly when the worm turned and how much growth the company experienced each year – but he still wasn’t telling me about the last three years.  I poked some more.  I knew I was appearing too interested but I was at the all-in point.

“Fifteen years.  You went to $22million in fifteen years.  You’ve been there eighteen years you said. What’s happened in the last three?”

Again, I held my breath.  This information is priceless to competitors.

“Management doesn’t share numbers with us anymore.  The company worldwide does $300million and is privately owned and the U.S. market is the second largest market in the world, if that tells you anything.”

It told my customer a good deal.

*Gatekeeper  A Gatekeeper can be anyone on the inside of a company who possesses information.

PHONE SOURCING WORKSHOP    FLORIDA   NOVEMBER 28-30

I’m presenting at the Recruiting Trends & TalentTech Conference 2017   in West Palm Beach, FL on Nov 28-30 alongside the very talented Josh Brecheisen, Owner and Founder of JoshBLife and creator of Talk Track Angles – a creative and fun approach to phone sourcing and we’ll be presenting alongside one another.  It’ll be sure to be fun. Won’t you join us?

For all your phone sourcing needs, call us – 513 646 7306

PhoneSourcer

The Art of Conversation PHONE SOURCING WORKSHOP

AD   Now, more than ever before you need THE PHONE to find that potential candidate behind the closed doors of the brick and mortar walls of companies; the ones with their heads down, doing the jobs you need done for you, hiding cocooned behind those doors, burrowing further and farther and faster away from you more than they ever have in the past!

The only way you’re going to find them is to slip past and inside those doors. The emerging technology that does this most effectively, hands down is good, old-fashioned telephone names sourcing.

Telephone names sourcing is fast being recognized as the killer application for filling your open positions in the face of severely lowered available talent levels. PhoneSourcer offers fast and accurate service in identifying potential talent today – the modern names sourcing way in heart-to-heart communication.

PHONE SOURCING WORKSHOP    FLORIDA   NOVEMBER 28-30

I’m presenting at the Recruiting Trends & TalentTech Conference 2017   in West Pam Beach, FL on Nov 28-30 alongside the very talented Josh Brecheisen, Owner and Founder of JoshBLife and creator of Talk Track Angles – a creative and fun approach to phone sourcing and we’ll be presenting alongside one another.  It’ll be sure to be fun. Won’t you join us?

For all your phone sourcing needs, call us – 513 646 7306

PhoneSourcer

A Grand Ol’ Name

Early on a dark, rainy and thundery Saturday spring Midwestern morning recently, in-between doing the rote calling that comes with doing a company’s “telephone bank” and divesting that company of every single valuable name and associated direct-dial extension it had to those names contained within that bank vault I was reading an Economist article entitled, “Eton And The Making Of A Modern Elite.”

The article described the changing historical pedigrees in the school’s population and the paradox that, despite this, Eton continues to afford the global elite an expensive option to give its offspring a leg up in life. I, like the recent parent who also learned this, was surprised to learn that the commonest name at the school is Patel.

Which got me to thinking about my own work in the area of names sourcing.

Twenty-some odd years ago when I got into this game most every company in America that you called into – sans* it being located in Texas or California – contained nearly – uniformly – very American sounding names.

Names like Judy, Mary, Michael and Chris.

Sanders, Martin, Adams and Smith

Nowadays, wherever you go in America, phone banks are likely to be peppered with names that, even a decade ago weren’t terribly common in the interior of this country.

Names like Ahmed, Shreya, Rahul and Priya.

Patel, Anand, Bashir, Chowdury

The in-particular phone bank I was working on that morning, and like most any phone bank I work on in industries outside of the tech industry/outside of geographic areas with large immigrant populations, kept me amused as I called in, time after time after time, extension after extension after extension, listening to and recording in my document name after name after name and the associated message/information recorded on the person’s Voice Mail  – interpreting those names and spellings and messages out of all the various tones and paces and expressions left by the owners of those extensions.

It’s kind of a game – getting it all exactly right and then looking at the whole and extrapolating the messages contained in the whole of the information – that’s another story but for this article my point is in the actual names – one by one and their extensions/and how they can change suddenly and surprise you.

This particular phone bank was in horse-country Virginia and contained a lot of fine, old traditional English-sounding Christian names straight out of the Protestant Reformation.  Names like:
2037 Sarah Brady
2038 Marshall Reese   Maintenance
2039 Judy Johnson New Products Procurement cell: 714 277 9818
2041 Michael Morris
2043 Campbell Harris
2044 Marsha Hamilton
2046 Sheryl Reilly cell: 804 984 1892
2048 Laura Lovelace
2049 Suman Sikanalla
2050 no answer
2056 Dennis Barrett
2057 Jimmy Moi
2059 Derrick Choe
2060 Amy Bryant Customer Services
2061 Chuck Frye
2063 VM: NA
2067 Ann Hoshack
2069 Laura Boyd
What’s interesting in a phone bank like this is while you’re calling through, and your phone is set to dial the first nine numbers automatically:

1 – area code – prefix – first two numbers of the internal extension

(you do this so you don’t have to dial them each and every time for blocks of 100 in a company’s directory) and your job is to dial the last two numbers of the extension you never know what the ringing number is going to reveal until it answers.

Sometimes it’s just the name of the person.  But oh!  Sometimes – what a name!  To one set of ears it can sound like one thing and to another set of ears – quite something else!

Sometimes it reveals additional information and some of it can be very interesting and sometimes even surprising.

Like in the above example, you’re going along in your phone bank and enjoying the easy and rhythmic sounding … Michael Morris and Campbell Harris and  Marsha Hamilton and Sheryl Reilly who is so thoughtful and helpful as to also leave her cell on her VoiceMail for her callers: cell: 804 984 1892 and the erotic sounding Laura Lovelace and just when your mind is drifting off on that – BAM!  You get hit with  SUMAN SIKANELLA

WHAT?!

“What did you say?” you sit up and dial back in to make sure you heard it right the first time and sure enough that’s what it sounded like so try as you might you type it out, best as you can to spell it as you heard it so the customer can pronounce it when he calls the person the next day or the next week or whenever it is he gets around to calling these people he is paying to have direct dialed and attached to a phone extension so he doesn’t have to call himself through a company’s internal dial system and hit the oh-so-many extensions within it that will be unoccupied (notice the skips in the directory?) or which may not have a VoiceMail set up on them (notice the “no answer” in the directory?)

“SUMAN SIKANELLA who are you, really?” you wonder to yourself as you hit enter in your document and the button on your phone to auto-dial the nine numbers for you to pick up the next name in the directory.  “Did you go to Eton?  How did you get to America? Where did you come from and where are you going?”  

Where are we all going?

*sans:   without

     I’m presenting at the Recruiting Trends & TalentTech Conference 2017   in West Palm Beach, FL on Nov 28-30 alongside the very talented Josh Brecheisen, Owner and Founder of JoshBLife and creator of Talk Track Angles – a creative and fun approach to phone sourcing and we’ll be presenting alongside one another.  It’ll be sure to be fun. Won’t you join us?

For all your phone sourcing needs, call us – 513 646 7306

PhoneSourcer

Phone Sourcing Basics

It doesn’t matter if you’re just learning to phone source or if you’ve been phone sourcing for thirty years; always be prepared when you’re working a job or anytime you’re using the telephone.

 BE  PREPARED

Practice using your phone until you can use all features easily and confidently – your phone is a magic portal.

Keep a pad of paper and pen near the phone ready to take notes at all times. Callers – especially business callers do not like being told, “Hang on a minute – let me find something to write with.”

Keep the space around your phone clear so you’re not knocking things over when you reach for the receiver.  I use legal pads for my research.  I buy them by the caseload!

GREET CORRECTLY

Greet the persons you’re calling – or the people calling you –  correctly for the type of greeting they’re expecting.

Use a friendly greeting – include words such as “Good Morning” or “Good Afternoon” or “Hello.”   These words serve a utility function beyond welcoming – sometimes the first syllables of your greeting may be cut off when you answer.  Better “Good” get cut off than the first syllable of your own name or whatever it is you’re saying when you answer!

Hello, Mary.  This is Maureen Sharib.  I’m trying to reach the mobile equipment electricians at the Rochester mine – can you tell me who their manager is?   

USE A PROFESSIONAL VOICE AND MANNER

Since  callers cannot see you, they judge you by the tone of your voice and what you say. We have five senses by which we embrace and function in the world: taste, sight, touch, smell, and hearing.

Hearing is ranked as our second most important sense at 11%, far behind sight at 83%; the two together far outstripping the other three.  On the telephone all we have to work with is hearing but hearing is more than enough for us to give the other person a pleasant and rewarding experience through our skills as communicators.

Pleasant, professional tones in our voices, clear enunciation and calm, measured speaking creates a powerful telephone presence that gives our telephone calls productivity and confidence.

For more phone sourcing basics – here’s an old ERE article.

     I’m presenting at the Recruiting Trends & TalentTech Conference 2017   in West Palm Beach, FL on Nov 28-30 alongside the very talented Josh Brecheisen, Owner and Founder of JoshBLife and creator of Talk Track Angles – a creative and fun approach to phone sourcing and we’ll be presenting alongside one another.  It’ll be sure to be fun. Won’t you join us?

For all your phone sourcing needs, call us – 513 646 7306

PhoneSourcer

Party To The Call

 

Identify yourself on every telephone call.

It doesn’t matter if you’re calling out (the calling party*) or receiving a call (the called party);  it’s always comforting and assuring to a party to a faceless telephone call to hear who the other party to the call is.

Once this knowledge is ascertained the  other party to the call is more likely to go forward confidently with their call.

Even with today’s Caller ID technology, saying your name in the beginning of every call  is a simple but powerful communication technique on any telephone call.

More on this – I cannot stress this enough:

Please state your name clearly when answering the phone.

A muffled or mumbled or muted tone of voice on the other end of the telephone is going to do nothing to instill confidence for either party on the other end of the line.

Mostly, all that will do is lead to the end of the line.

Here’s a trick on how to find out who’s calling:

If you state your name, the caller will be more likely to tell you his (or her) name.

Callers remember the last thing you say so whatever it is you do say – end with your name if your intent is for them to give you their name. If you answer your phone this way:

“Good morning, may I help you? This is Maureen,” your callers are going to be more likely to remember your name and give you their name in return than if you answer, “Good morning, this is Maureen. May I help you?”

The words, “May I help you?” can actually erase your name from the caller’s memory so end your greeting by stating your name in a tone of voice that expresses your willingness to be helpful.

*calling party  (in some contexts called the “A-Number) is a person or device that initiates a telephone call.  The person or device that receives a telephone call is the called party.

     I’m presenting at the Recruiting Trends & TalentTech Conference 2017   in West Palm Beach, FL on Nov 28-30 alongside the very talented Josh Brecheisen, Owner and Founder of JoshBLife and creator of Talk Track Angles – a creative and fun approach to phone sourcing and we’ll be presenting alongside one another.  It’ll be sure to be fun. Won’t you join us?

For all your phone sourcing needs, call us – 513 646 7306

PhoneSourcer

Sourcelon – The Soul Of Paradise

There was a song written and composed by Canadian singer-songwriter Joni Mitchell in 1970 called “Big Yellow Taxi” that was originally released on her album Ladies of the Canyon. Amy Grant released it in 1994, and some of you may recall some of the lyrics:

Don’t it always seem to go
That you don’t know what you’ve got til it’s gone
They paved paradise
And put up a parking lot

They took all the trees
And put ’em in a tree museum
And they charged the people
A dollar and a half to see ’em

Continue reading “Sourcelon – The Soul Of Paradise”