By Angela Garfinkel, President
The best telemarketing companies understand the niche they serve and define their growth strategy to deliver the highest performance in that niche. At Quality Contact Solutions, we’ve defined our niche as sales.
We exist because the world is driven by sales.
At QCS, every call center and telemarketing program we conduct for our clients has a direct tie to growing or maintaining revenues on behalf of our clients. Even customer service programs help ensure satisfied clients that continue to purchase from the client.
Here are a few examples of current B2B outbound, inbound and multi-channel call center client programs:
Healthcare Industry Case Study
Program Type: Business to business sales
Contact types: Outbound calls, inbound calls, email contacts
Target market(s): Small to medium sized Physician Clinics, Inpatient Facilities (Hospitals, Nursing Homes, and Hospice)
Project scope: QCS conducts business to business sales for this client. QCS has 70+ employees working on behalf of this client on a daily basis, including outbound sales, inbound sales, inbound customer service and inbound technical support. Employees are segmented based on their skillset and strengths. Some employees are cross trained to handle more than one type of skill for the client (for example, some employees handle both outbound sales and handle inbound sales overflow if needed).
We sell medical coding books, coding software, and compliance material used by billing and coding professionals in physician offices.
Size of team(s):
• 60 employees conduct Outbound Business to Business Telemarketing (existing customer cross-sell or renewals targeting smaller offices and largely print solutions).
• 20 employees conduct Outbound Business to Business Telemarketing (software sales: complex and multi-step including signed multi-year contracts).
• 20+ employees conducting inbound customer service, inbound technical support, email customer service, inbound sales, and inbound sales with an emphasis on building revenues for the sales organization on a monthly basis.
QCS has been working with this client on an on-going basis since 2009. Every year, the relationship has been expanded to include a larger role. The client has an internal telemarketing sales organization (called Medallion Group) and they outsource the small and medium accounts to Quality Contact Solutions.
Why this client loves us: Versatility and Tenure. Most of the managers working this program have been involved for the last 10+ years between QCS and another company that many of our managers used to work at. The same can be said for the majority of the b to b telemarketing sales agents. That experience is huge, especially considering the wide product offering and amount of product knowledge required to be successful. Additionally, our flexibility is something they value considerably.
Compliance Publishing Industry Case Study
Program Type: Business to business sales
Contact types: Outbound calls
Target market(s): Compliance management decision-makers
Project Scope: QCS is one of several companies that conduct Business to Business outbound telemarketing for this compliance manuals publisher on an ongoing basis. This client has a very large in-house telesales organization and uses outsourced call centers as an extension of their internal team (to increase their overall telesales capacity).
QCS currently staffs about 30 full-time employees for this account. The employees are dedicated to the account. QCS has one full-time operations manager that oversees the productivity, evaluates reports, makes decisions on list management, and provides feedback to the client on a daily basis. In addition, the team has 3 full-time supervisors that coach, develop, and provide feedback to the team on a daily basis.
One of the most important components of the “success” of the program is that the sale must be made in a way that the customer feels very positively about the experience. This is most likely the customer’s first impression with JJ Keller and the long-term value of the customer is what drives the program’s success. In other words, tactics to “make the sale” today are never used in lieu of creating a great customer service experience. The telemarketing agents are trained to be professional at all times and the value of the product(s) is expressed but never in an aggressive manner.
Professional Trade Association Case Study
Program Type: Business to business sales
Contact types: Outbound calls
Target market(s): Enterprise organizations seeking professional training and development
Project Scope: QCS is the sole business to business telemarketing organization for a professional trade association serving marketing professionals. The outsourced telesales employees are focused on registering members and non-members in various educational offerings targeted to marketing professionals (in person training, webinars, online training, and customized training). In addition to measuring weekly sales results, the team tracks a “pipeline” of opportunities that are identified and of high value to the association. For example, if an association has a specific training goal, the QCS team helps create a customized proposal. Our telemarketing employees identify the opportunity, communicate the opportunity to the VP of Education within the association and coordinates the delivery of a customized proposal to the prospect.
Why this client loves their QCS team: Revenue generation, New Membership Acquisition, coverage of the Chat functionality and our partnership in general.
Want to learn more about Quality Contact Solutions and how we can assist you with increasing your sales results? Give us a call at 1-866-963-2889 and press 1 for sales.
Other Articles You Might Find Interesting:
The 7 Habits of Highly Effective Telemarketing Management
How to Select a Third Party Call Center Services Company
5 Reasons Telemarketing Services Are Best in the U.S.
Successful Outsource Telemarketing using Call Blending
Why Outsourced Telemarekting With Owner-Operators is Best
Angela Garfinkel is the President and Founder of Quality Contact Solutions, a leading outsourced telemarketing services organization serving the healthcare, financial services, automotive, market research, professional associations and numerous other B2B focused verticals. Angela has the pleasure of leading a talented team that runs thousands of outbound telemarketing program hours daily. Angela is also a certified Self-Regulatory Organization (SRO) auditor with the Professional Association for Customer Engagement and she is a designated Customer Engagement Compliance Professional (CECP). Angela can be reached at angela.garfinkel@qualitycontactsolutions.com or 516.656.5118
