Those not in the BDC don’t understand how monotonous “dialing for dollars” can really be. When on the phone, day in and day out, every hour and every minute of the work day, it can really get to you. Which is why there is such a fluctuation between good days and bad days, even in the best of reps.
I’ve been thinking about writing this post for a while now but other things to write about always seam to be more important. Just today, while having a discussion about BDC’s, I thought about this idea I’ve done many times in the BDC. It’s an acting exercise that does many things:
- It creates excitement in the BDC by stopping the monotony.
- It teaches both voice inflection and voice tone.
- It lifts the spirits of the entire department, it boosts moral.
There are more of course but I’m going to get right into it. First, I want you to write different emotions on the front and back of index cards. For instance you can use:
Write as many as you can think of. Then I want you to, one at a time, get your BDC reps to stand in front of the “class” and act out what they see on the cards while saying I’m _______ (use the emotion) out loud.
For instance, if the emotion is happy, then the BDC rep will say I’m happy while acting happy, saying I’m happy over and over until you show them another emotion to act out. From there they have to switch to the new emotion. I must admit, I like to do this rapid fire just to get more of a chuckle.
Then, after they think they have mastered that, tell them to act out the opposite of what they see while still saying I’m _______. Again if the word is happy then they would repeatedly say, “I’m happy,” while acting sad. This is tougher than it sounds.
This teaches while being fun. It teaches the importance of being an actor or an actress on the phone. It teaches the importance of how things are said and what messages your tone conveys.
Another way of doing this is by not saying the emotion while acting it and having the other BDR’s trying to guess what it is.
So, when can I count on you to try this and report back to me? LOL, seriously, I’d love to hear your thoughts.