Phone Sourcing Training

 As the conference circuit kicks into gear, requests for training always increase and this season is no different.

Training someone how to work on the telephone is basically a soft skill and it takes a good amount of time to work with individuals.

Everyone approaches this subject differently and my take on it is that those who will shine at the telephone will take to the process once introduced; the thing’s elasticity and and allure will draw them in like it did me and call their name in the middle-of-the-night to come frolic in its mystery and possibilities.

To that end I thought I’d spell out what my current rates are and how we go about getting started introducing someone to phone sourcing. Following is an exchange I had with one of my students this summer. She was so kind as to send me a follow-up Testimonial but she doesn’t mind being singled out as a star pupil!

My training is $300 per month per individual and I design work for each individual at the level they’re at based on my understanding of their phone skills/willingness to learn/adaptability. To determine that I generally ask them to fill out a set of questions and once we start I build their coursework around the jobs they’re working on (usually two, sometimes three, ideally one – so they can incorporate what I’m teaching them, into their work. I call it “Embedded Sourcing.” It’s focused, specific and brings results quickly.

Have you visited www.phonesourcer.com ?

Maureen Sharib
Phone Sourcer
513 646 7306
www.phonesourcer.com

Hi Janet,
George sent me a note and said you were doing very well under his training and for now we’d lay off with mine and see how things go. If you have any questions though about the material don’t hesitate to ask.
Keep up the good work!
Maureen

Hi Maureen,
Yes, you’ve trained me well and my phone sourcing skills have been getting better and better. The candidate I found –via the techniques you taught me — has accepted the new job and starts in a couple weeks. THANK you!
Let’s stay in touch. I’m grateful for you!
Sincerely,
Janet A. Schaefer, PMP
GM and Associates
972-200-4460 | www.gm-a.net | www.linkedin.com/in/georgejmartin

TESTIMONIAL:
Due to Maureen’s coaching, my phone sourcing skills have generated real results in our recruiting practice. Within a week of implementing Maureen’s techniques I found a job candidate. She ended up being a great fit for the role and we placed her with our client. It’s a step forward in my candidate’s career and work-life balance. By the way, our client had been trying to fill that role for two years. We accomplished that in two months…thanks to my new phone sourcing techniques! THANK you, Maureen!

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

Forensic Sourcing


Forensic Sourcing is the deep-diving into a company’s phone directory, usually for me in the wee early morning hours between 2 and 5 while the house is quiet and I’m alone with my thoughts and the polite voices on the other ends of my telephone as I traverse and scoop the quiet tele-highways of information.

It’s the second or third step usually building-out on the information I’m gathering on a company’s structure when I’m assembling dossiers on specific organizations within that company.  Give me a few names at any company in America, a directory that’s open “after-hours” and I’ll give you a report back in a few days on everyone inside a specific organization on that company.

Scratch that.  I don’t even need a few names.  Just give me a directory that’s open after-hours.  That’ll do the trick.

Dial 2 for names that start with A, B or C.

Dial 3 for names that start with D, E or F.

And so on.

One thing you’ll discover – right off the bat – is the plethora of NEW NAMES inside a company’s directory.

What’s a NEW NAME?
        It’s a name you’re not going to see pop up right away on social media UNLESS YOU CALL IT UP specifically by name and then it might appear, unsteadily at first like it’s fuzzing up out of one of those black magic 8 answer balls. 

And some of them you’re not going to be able to awaken because they’re not ON social media at all!   You’re going to have to get someone inside these companies to tell you what they do. Good luck with that.  Kinda’ makes you wish you’d been phone-sharpenin’ your skills all along now – don’t it?

Have you ever listened to your own company’s directory?  Do you know how it works?  Is your name listed in it?  Are your extensions listed in your company’s directory?  Is it easy to navigate? Are the names of all the employees in your company listed in it?  Are some being left out?  Are there reasons for this today?  Do they know they’re being left out of your company’s voice directories?

Did you know many companies still publish hard-copy employee directories and many times they’re available through a company’s “publishing” department.  If your company doesn’t have one, contact your company’s marketing communications department and see if they have information on the subject.

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

Migration Patterns

This pipelining project we’ve been working on is bringing out so many new interesting subjects for me to think and write about.

One is recruiting migration patterns.   When you collect several thousand names in an industry and you begin scouring their office directories, checking them company-by-company, office-by-office for current “residency” and their contact information (direct-dials and emails) and who sits to their left and their right and above and below them and those persons’ direct-dials and emails – you begin to track vacancy rates and movement patterns.  Data ages and it ages fast:  “This percentage of people are no longer at this office/company and they seem to be moving and showing up in these companies.”

That sort of thing.

It’s like watching pieces move around on a chessboard and what’s really interesting to see is watching companies trading employees among themselves; those exact words maybe not being the right words.  What’s really interesting to observe is which companies seem to be more aggressive in attracting employees to their brand – let’s put it that way – and some may wonder how that’s being accomplished.

I don’t – being on the forefront and in the thick of things all these years as the sourcing industry has come into its maturity but what I amusedly watch today is all the sturm and drang in today’s recruiting society about candidate contact and how it should be accomplished and the right and the wrong of it all and, when the cacophony really gets loud, the candidates themselves telling us how contact should and shouldn’t  be done.

Like we should listen to them tell us how we should do our jobs.

Listen to me.  You get yourself a telephone and you get yourself on it making calls three or four hours a day (to start for all you baby recruiters.)   Maybe five or six if you really want to shine.  First, listen to this TERRIFIC July 12, 2017 Recruiting Animal Radio Show interview with @RichRoRecruiter (Rich) Rosen dropping these pearls of wisdom before us recruiting swine:

“Strive to be a good biller – not an HR guru.”   

“Don’t make 50 calls a day – make 150!”

“Get them talking. Have a conversation. Do 1000 activities a week to do 4-5 deals a month. Forget all the in-depth research.”

“If they’re only looking for money it’s going to be a heartache.”

To hear more from the show go here and listen to the recording; you won’t get any dumber listening to the dummy’s weekly podcast!

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

“Not Accepting InMails”

 

As part of a pipelining project for a customer normal housekeeping involves collecting everything that is available in a company that is on the Internet, cleansing it and entering it into Excel before entering the company physically by phone and collecting everyone else above, below and in-between the nooks and crannies.

Along with this scouring we collect emails and extensions and direct dials and anything else we can learn about company processes and gossip and sometimes secrets that include what positions are about to come open or, in the case of one not terribly long ago incident, you hear about sudden events like the deaths of key personnel that can open up doors of opportunity to someone skilled in handling such situations.

Just this week, working on an on-going project I came across a person who fit the project’s bill but was no longer (since April) with a company on my target list but who was “considering options.”  I sent an email to my client that they “should send the guy an InMail” as there was no contact information in his LinkedIn profile (and that’s where I found him as a part of my Google search on the company.)

They did and an InMail message came back saying the guy doesn’t accept InMails.

Okay.  I’m game.  Is LinkedIn that bothersome to candidates that they turn off their InMail while “considering options”?

To me, that’s saying something.  How many of you are receiving responses from LinkedIn indicating this and how often?

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

Call Center Rage

     When I get those “annoying” calls nowadays, “if” I’m in the mood I’ll engage in conversation and casually ask for their name at some point and then, a minute or two later, a call back number and their extension number, “just in case I have any questions.”

I wrote an article once that the word just was a “wuss” word – well, not always!

Veering off-course in my Chatty-Patty way of conversation, I also ask where they’re located during the call.  I do this to keep a running log of call centers around the country which I get asked to penetrate and build logs on often and I never know when and where I’ll get called into next! As companies bring more of their call center operations back onshore look for work in this sector to expand.

“Fortune 500 companies appear to favor bigger sites in state-of-the-art facilities with a live-work-play environment as they battle for talent. These operations are once again returning to labor markets popular in the ’90s such as Atlanta, Dallas, Phoenix and Tampa. They are finding the best talent in these markets especially with the more skill-diversified operations centers. The push for quality over cost is one driver of this change resulting in a shift toward onshore hires combined with consolidation into larger call centers.”

The top twenty five largest call center and regional operation centers in the United States are found in this article. It is also where that quote came from!

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

Dem Bones!

This is an example of a simple staff directory to show you how these things are generally set up and how they can help us as sourcers access information inside companies that’s normally not available to anyone unfamiliar with the way companies organize themselves. It will also help you in creating something to offer the Gatekeeper when she offers you those pesky questions like, “Do you have a name?  What’s this about?  I can’t transfer you without a name!  What’s your name?”

Oh, by the way, if she’s still asking you this last question, its time you went back to the very beginning of these lessons and begin anew because obviously you haven’t been paying attention!

Example of a Simple Staff Directory

Notice how in the first group at the bottom:
Leticia Munoz Shipping/Receiving/Inventory Clerk 580-562-3181 Ext. 286 lmunoz@westtech.edu

Someone like that, in some of the companies, especially the smaller companies, and even in the larger companies when the going gets tough, will know the answer to your questions because they’re involved in handling queue product numbers, etc. They would at least be able to point you up the chains to the right person, if nothing else and is useful as a starting point and  rarely raises suspicion with gatekeepers when you ask for shipping because it’s seen as a low level, non-threatening function internally.

Little do they think.

Beyond that, this directory, non-related to this search, serves as a simple lesson to how company phone trees work.

Looking at it you can see this one uses two prefixes, 556 and 225, 726, 928, 774 and 772 and the extensions are set up numerically, one after another.

Because it is small it uses three number extensions, larger companies typically use four numbers so if you want to appear as a very large company use four number extensions!

(Very small companies use two numbers, typically.)

Notice the functions listed; most companies have all or most of these functions. Read through them and think how each of these functions could be useful to your mission. Each of these persons typically has access to a company directory at the company so just about anyone you can get on the telephone can access the information you need so if you can direct them accordingly and make them understand the information you need you can pretty much guide them through the process of helping you. You want to be careful that nobody accuses you of “hacking their system.” This is where it gets tricky. You don’t want to say, “Open up your computer and search on xy and z and tell me… “ or “send me….” but a gentle, “Do you have access to your corporate directory?” many times elicits a “Yes” and then let them figure things out from there by then telling them, “I’m trying to find… “ whatever it is you’re trying to find. There are lines here you don’t cross and you need to be clear about that. You don’t ask for secret formulas (trade secrets) – things the companies go to special efforts to protect.

Studying this will help you understand how a company’s staff can help you faster on the telephone.

It can also help you understand how a company’s internal physical “intranet” actually functions and how they really interact on a day-to-day basis – how the head bone’s connected to the neck bone and how the neck bone connects to the shoulder bone and so on and so forth.

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

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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