Dean Garfinkel Receives PACE Distinguished Service Award

Aurora, NE (November 7, 2018) – Dean Garfinkel, Quality Contact Solutions’ Chief Operating Officer and Quality Voice & Data’s President was awarded the Distinguished Service Award by the Professional Association for Customer Engagement (PACE) during the group’s annual Summit in Washington DC, September 23-25, 2018.

Dean’s dedication and service to the association has spanned more than 15 years while serving on the PACE board of directors with six of those years on the Executive Committee as Treasurer. With Dean’s leadership, the organization has successfully navigated the changing landscape faced by all associations. Dean has also been an active force behind the Self-Regulatory Organization and the Customer Engagement Compliance Professional programs.

Dean Garfinkel Also receiving PACE Distinguished Service Awards were James Danz, Wyndham Worldwide Vacations and Michael Rauscher, HomeServe USA. Both Mr. Danz and Mr. Rauscher, along with Mr. Garfinkel, are retiring from the PACE board at the end of 2018

According to PACE Chair, Lori Fentem, Ring’s Head of Call Center Growth and Strategy, “Dean will be missed from both the association board and the Executive Committee. We thank Dean for his tremendous service to our association and to the industry as a whole.”

About the Professional Association for Customer Engagement (PACE)

PACE is the only non-profit organization dedicated to the advancement of companies that utilize contact centers as an integral resource for customer engagement. Founded as the American Teleservices (ATA) in 1983 and renamed to PACE in 2012, PACE represents more than 4,000 contact centers that account for over 1.8 million customer engagement professionals worldwide.

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By A.J. Windle,Director of Operations

Setting high quality appointments in B2B appointment setting is like walking a tight rope. The path to success is narrow but if you have the right tools and place your feet in just the right place step after step you will make it to the other side unscathed.

We currently set appointments for an organization that offers reduced travel costs to businesses by partnering with 1000’s of hotels across the United States. Our objective may sound simple but there is a tremendous amount of work that goes into making sure our appointments are high quality for our client and that takes some real flexibility. Continue reading →

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Telemarketing Appointment Setting Best Practices-Part 2

Telemarketing Appointment Setting Best Practices: Part 2

Author note: This is the second article in a 3-part series.

In Part 1, we discussed how to maximize the appointment kept rate when conducting telemarketing appointment setting. In addition, we introduced the 6 primary components of a successful telemarketing appointment setting program:

A targeted contact list with phone numbers
A friendly, open phone voice
A nutshell message
A reason for the prospect to schedule the appointment with you. WIIFM (What’s in it for me?)
A timely calendar invite sent via email with a very brief summary of what will be discussed in the appointment
Productive outbound dialing (we like to see about 35 dials per hour, 262 dials per day from a B2B telemarketing appointment setting program)

There is no doubt that having a powerful nutshell message delivered with a friendly, open phone voice helps ensure that your telemarketing appointment setting program is successful. In this article, I’ll share with you how to make this a reality. Continue reading →