Staff Planning for Contact Management Services

By Marcia Jenkins, Senior Operations Manager 

Contact management services planning tipsContact center management is equal parts art and science. The art is knowing how to relate to people and motivate them. The science is knowing how to accurately forecast, how to read the metrics and how to use the systems deployed in your contact center.

Today I’ll focus on the science side of the equation.

Forecasting for Contact Management Services

It is important to look to the past to plan for the future. To maximize efficiencies and to provide good customer service look to your historical call volume, chat volume and email volume during similar time periods to determine the probable amount of contacts you will receive not only on a given day, but most importantly during the peak time of each day. QCS drills down with “Deep Dives” into the data. With a great data team, you can get great forecasting! Continue reading

Overcoming Challenges with Telemarketing Services in 2018

By A.J. Windle, Director of Operations

Telemarketing Services Goal for 20182017 was a fun, busy, exciting, and ever-changing year in our telemarketing services company. Looking back on the year has allowed our team to focus not only on our accomplishments but also evaluate and improve on ways to overcome our clients’ challenges (the key reason we exist!).

Here at Quality Contact Solutions we partner with clients everyday who are looking for ways to help them overcome their business challenges. They turn to Telemarketing Services because they need a more productive channel than they are currently using. In some cases, they have aggressive growth goals and have heard what we can do. Some clients want to test a new strategy. Whatever the specific challenge is, at its root, is the necessity to retain and grow the business year over year. This was the biggest challenge of 2017 and with no doubt that focus will be continued in 2018. Continue reading

Successful Outbound Call Center Project Management

By Ryan Apodac, Operations Manager and Training Leader

Managing an outbound call center marketing project is no easy task. Regardless of the countless number of project launches you have under your belt, every day is a learning opportunity. The one thing that should remain consistent from one project to the next is your utmost attention to detail. The cliché “Plan, Plan, Plan” is a simple summary of what it takes to be successful. Let’s discuss this more in depth Continue reading

Inbound Call Center Outsourcing Pricing Options

By Nathan Teahon, Vice President

Call Center Outsourcing AgentIn the world of call center outsourcing, there are many things that are going to factor heavily in deciding which contact call center to use for inbound call handling. Those factors are going to include things like location, agent quality, experience, facilities, likability of management staff, as well as several other factors. Certainly, one of those things is going to be price.

Now, as it pertains to price and before diving into models and numbers, it’s important to note a couple of things. First, these models and prices are for domestic inbound programs being conducted in domestic contact call centers. You can utilize offshoring for call center outsourcing if you are looking for the best prices, but there are several reasons why telemarketing services are best in the U.S. Second, it’s important to note that not every inbound program is created equal. The level of complexity, amount of training, and overall talent of agent required for a particular campaign can obviously have an effect on pricing. Continue reading

How to Select a Third Party Call Center Services Company

By AJ Windle, Director of Operations

Third Party Call Center ServicesSo, you’ve started looking for a third party call center services company to assist you with handling your inbound customer service needs. What, exactly are you looking for? What is most important to you? What are you hoping this external team will help you support?

There are many third-party call center services companies (also known as inbound telemarketing firms) to choose from and the array of options can be overwhelming. However, if you approach the process like buying a new car, you’ll find that getting from the research stage to a successful launch will be easier if you know what you’re looking for from the beginning. Continue reading