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. 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 →
I’ve been working in the Telemarketing Services Industry for the last 15 years and one of the most rewarding aspects of this industry is that every day is different. Every client is different and I get to learn from these differences which has allowed me to grow.
They say it is the experiences we have that piece together who we are and I believe this to be true. I’ve worked with a lot of clients over the years and have learned a lot of valuable lessons. These lessons have been learned through wins and losses, all of which now help me to make the best decisions I can for our clients. Let me take a minute and share some of these valuable lessons I’ve learned throughout my years in outbound marketing. Continue reading →