Q3® also represents the three main areas our quality assurance department has identified as the keys to successful call center programs. The three factors that our highest performing Communicators most consistently share are internalization, objection handling, and assumptiveness/assertiveness.

Internalization refers to the Communicator’s ability to make a connection with the prospective donor, customer or volunteer. Pace, inflection and interaction drive exceptional internalization.

Objection handling requires more than simply reading an appropriate card. Our top-performing Communicators have learned how to listen to the person on the other end of the phone and how to address his or her questions and concerns.

Assumptiveness/assertiveness is the quality that remains constant among top Communicators. Their confident, assertive close seals the gift, sale or commitment to volunteer in a way that is not a “pushy” presentation, but a smooth, competent delivery.