In early 2020, the biggest problem facing top telemarketing companies in the U.S. was a lack of readily available staff. A booming stock market, rising minimum wages and competition for staff made 2020 look like it would be a year filled with staffing challenges.
Now, at the end of March 2020, we are facing an unprecedented dramatic shift in the SWOT analysis of the top telemarketing companies in the U.S. (SWOT stands for strengths, weaknesses, opportunities, and threats). With COVID-19 and the virtual shut-down of the U.S. economy, here is my current SWOT analysis for our industry.
There are lots of ways to measure your call center staff utilization. We all want our agents busy, but not too busy, right? Before we dive into what we’ve found is best, let’s talk about what staff utilization means and why it’s an important KPI.
What is staff utilization & why it’s important
Staff utilization, also referred to as agent utilization is simply the percentage of time an agent is spent handling customer interactions. But, why is this important? Because it provides real visibility into how your staff is spending their respective time. It helps determine how your agents are operating, allowing management to make better informed decisions. If an agent’s utilization is at 95% while another is at 30%, that’s out of alignment. Continue reading →
Using a call monitoring form is essential to assess the quality of interaction between the front-lines and the customer. Call quality is fundamental to providing a consistent customer experience which is critical to each and every business. Continue reading →
Many companies use telemarketing to set appointments. Regardless of the industry, the keys to telemarketing appointment setting success remain the same. I am excited to share some insider tips on how we achieve that success for our clients at Quality Contact Solutions. Continue reading →
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 →