Why Outsourced Telemarketing With Owner-Operators Is Best

By Nathan Teahon, Vice President

Outsourced TelemarketingFor over 10 years I have been part of the Quality Contact Solutions team and frequently one of the longest conversations I have with people outside of our organization is how our business model works. People generally understand what contact center vendors are and what outsourced telemarketing is. If they know those things they also understand the role of brokers in the telemarketing services and call center industry work as well. It’s hard for people to understand that there is something else that isn’t necessarily in the middle of those two but does lie somewhere in between.

Managed Outsourced Telemarketing: What is it?

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B2B Healthcare Telemarketing Services Best Practices

B2B-Telemarketing-Services-HealthcareConducting B2B telemarketing services in the Healthcare industry is challenging.  The primary reason is that in this niche industry, communicating with the primary decision-maker can be a multiple phone call process.  In addition, the gatekeepers and staff within a healthcare provider’s office do not have patience to spend time on the phone with callers that they label as telemarketers.  For these reasons, it is critical that you follow 3 basic principles when calling healthcare providers.

In addition, if you decide to use a third-party organization to place the calls for you, it is critical to ensure that your selected partner is experienced with outsourcing sales calls in the healthcare vertical.

Fact:  Gatekeepers reign supreme in the healthcare provider’s office.

Our Best Practice:  B2B telemarketing services professionals work with the gatekeeper, not against them.

Although receptionists and other gatekeepers can be an obstacle to overcome with most B2B Telemarketing Services programs, the healthcare market is particularly challenging from that perspective. It’s not as simple as asking for a decision maker. In a lot of instances the decision maker is a Doctor, or nurse, or supporting care staff whose time is best spent helping patients. With that said, gatekeepers in the Medical Industry are experts at screening out unnecessary sales calls. Expierience has shown that less is more with the Gatekeeper, and when conducting sales calls it is paramount.  Differentiating yourself from other B2B Telemarketing services will inevitably be the difference between success and lack luster results.

Fact:  In the healthcare industry vertical, there are many specialties with different needs.

Our Best Practice:   B2B telemarketing services professionals use a discovery approach.

While in most markets it’s safe to make some basic assumptions of what your outsourcing sales calls offer will be, the healthcare market is unique in the fact that that each customer you reach will have their own specific challenges and struggles. The trick here is not to be an expert in the individual organizations themselves, but rather an expert in what you have to help them. Get your customer or prospect engaged in the conversation through meaningful open-ended discovery questions. Mind you, there’s nothing worse than getting “interrogated” with question after question with no objective in sight. However, asking the right questions to get your customer engaged in your conversation can mean the difference between a “pocket pitch” that you throw out in hopes that something will stick, and a solid offer of a solution to help overcome your customers challenges.

Fact:  The healthcare industry is in a constant state of change.

Our Best Practice:  B2B telemarketing service professionals evaluate offers, call guides and market opportunities constantly.

Be Flexible and ready to adapt!  The Healthcare Market is an industry of never ending change. From legislation, to advances in medical technologies, to changes in rules/regulations and guidelines, the only thing that remains consistent is the fact that change is inevitable. What’s working today, may not work as effectively tomorrow so it’s crucial to keep a firm pulse on your call flow and offer and be ready and able to make quick adjustments and act with intelligent urgency. While such frequent changes are a challenge when conducting B2B Telemarketing Services in the Medical field, this creates opportunity to bring new solutions and products to the table, and timely adaptation is the lifeline to long-term success.

At the end of the day, knowing your market is a fundamental unspoken necessity in any B2B Telemarketing services program.  Most professionals in the medical field dedicate their lives to helping others. Differentiate yourself from all the other telemarketing sales calls they receive and return the favor.

Ryan Apodac is an Operations Manager and Trainer for Quality Contact Solutions, a leading outsourced telemarketing organization.  With a background of more than a decade in sales, Ryan is passionate about developing and delivering training that ultimately results in improved performance for client programs.  Ryan can be reached at Ryan.apodac@qualitycontactsolutions.com or 516-656-5127.

Quality is Most Important in Membership Remarketing

By Heather Dubas, Senior Operations Manager

Membership Remarketing RibbonsNot just anyone can be a telemarketing agent. It is a tough job that gets a bad rap (most frequently from my 93-year-old grandmother!). Not many people can make phone calls for 8 hours a day, 5 days a week and stay happy and content. That is why at Quality Contact Solutions we only take on “worthwhile” work. One of those “worthwhile” work types is membership renewal call services for associations. I will be the first to tell you that not only are association clients great to work with, so are their members! That is why quality must be the main priority for membership renewal telemarketing calls. Continue reading

Third Party Call Center Selection – Inbound Focus

By Melissa Werth, Customer Service Supervisor

Third Party Call CenterYour boss has asked you to find a third party call center for your inbound customer service or sales calls. You don’t know the first thing about what to look for, but it can’t be that hard, right? Here are a few things to consider and look for.

First, here’s a little bit of background: my area of expertise and focus is in inbound calls, including inbound sales and customer service. I believe that the front line team that speaks with your prospects and customers can make or break your business. While customers don’t see their face, they are the face of your business when the customer is calling in. Continue reading

The 7 Habits of Highly Effective Telemarketing Management

By Nathan Teahon, Vice President

The 7 Habits of Highly Effective People by Stephen R. Covey is nothing short of iconic and is a staple on bookshelves of leaders everywhere. There are lessons to be learned by anyone that chooses to pick up the book. I was recently thinking about this book and wondered how I would change the lessons if I was making the list specifically geared towards managers that work in telemarketing services. Below is my attempt to do just that.

The 7 Habits of Highly Effective Telemarketing Managers Continue reading