Category Archives: Articles

Contact Solutions: Team Member Spotlight

By Nathan Teahon, Vice President

Darla Jorgenson At Quality Contact Solutions, our team does a great job of writing a lot of content regarding how to be successful in the call center industry. Sometimes you have to take a timeout and celebrate the people that support the business in other ways and keep the train on the tracks.

Darla Jorgenson is the Accounting and Human Resource Manager at Quality Contact Solutions. Darla exhibits the three qualities that we look for in our team. Humble, Hungry, and Smart.

This Contact Solutions Pro is Humble

Darla does not have an excessive ego by any stretch and is always quick to point out the contributions of other members of the team. She is always looking for an opportunity to tell someone they did a great job. She is the consummate team player and is always looking out for the needs of the company and the team as a whole. Continue reading

Engaging Remote Sales Agents in Outsourced Call Centers

By Megan Hottman, Brand Evangelist

Outsourced call centers The workforce continues to globalize. The ability to work from anywhere certainly has not lost its appeal in the last few years. Technology has made it possible for outsourced call centers to leverage a remote workforce both effectively and efficiently outside of traditional offices, which is great! Outsourced call centers gain a distinct advantage of being able to hire from different cities, gaining access to additional talent pools, decreased overhead costs and increased employee satisfaction. Continue reading

How Much Training is Too Much in Outbound Telemarketing?

By Ryan Apodac, Operations Manager/Trainer

Outbound telemarketing Congratulations! You oversee a team of outbound telemarketing appointment setters in a call center. The bad news is that for the past 3 months, booked appointments have steadily declined. As a result, you schedule a training session, then another training session, and finally when things aren’t improving, yet another training session. Things still aren’t improving, and you now begin to see your attrition increase, your employees are losing focus, and sales are dropping. What’s the problem? You trained them, didn’t you? The problem is that your issue may not require training at all. You may be contributing to the problem by over-training your outbound telemarketing appointment setters.

How do you know when you are over-training your outbound telemarketing appointment setters? Call center agents will start to exhibit some of the above signs when you have given them too much training. Over-training is an expensive mistake that too many in our industry make. Continue reading

Augment Your Sales Pipeline: Outbound Lead Generation

By Megan Hottman, Brand Evangelist

Outbound lead generation One of the services we specialize in is outbound lead generation. We provide thousands of qualified leads to our clients on a daily basis. One of the activities that drives the demand for our services is pipeline management. In most organizations, sales pipeline management is an activity owned by the Sales VP or Director. We partner with those individuals to assist them with keeping their sales pipeline as full as possible – ensuring they are in a position to achieve their sales goals every month. Continue reading

How to Calculate Call Center Outsourcing Cost: Outbound

By Angela Garfinkel, President

Call centers price their services in a myriad of ways, but the two primary cost structures are “per hour” and “per minute”. Outbound call programs are typically priced per hour. Inbound call handling programs are priced hourly if the team of call center agents are dedicated to the client, or per minute if the call center agents are shared with other clients. In this article, I’ll share how to calculate call center outsourcing cost for outbound calls.

Outbound call center outsourcing cost

There are typically 4 different components that you will see on a call center invoice.

  • Telemarketing hours
  • Training hours
  • Setup fee
  • Monthly management fee

Continue reading