Category Archives: Inbound Programs

What Metrics Matter Most For An Inbound Call Center?

Inbound Call CenterBy Kelli Barabasz, Vice President of Operations

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. Because there are so many metrics that are available to track internally, externally, at the inbound call center agent level and the program level, it’s no wonder people stop to think “where do I begin?” or “what are the most important metrics to measure?”. Continue reading

Inbound call center outsourcing advantages

By Marcia Jenkins, Senior Operations Manager

Many companies outsource their inbound call center work. What are you missing out on? What are the benefits?

Increased customer satisfaction

inbound call center outsourcingWe all want our call into customer support for any reason to be handled professional and timely. When you outsource your call center work to a trained and highly skilled group of agents, it benefits you because your customers had a good experience. Continue reading

Contact Center Management: What’s in a Role?

By Megan Hottman, Operations Manager and Brand Evangelist

contact center managementI’ve had the opportunity to work with a number of outsourcing organizations over the years. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Effective contact center management can make it or break it from a customer experience standpoint. Continue reading

Important Forecasting Considerations for Inbound Contact Solutions

By Rich Hamilton, Director of Marketing & Product Development

Contact SolutionsIt’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.

Author note: When I refer to inbound contacts, I’m talking about inbound voice contacts plus the other non-voice contacts that contact centers are responsible for handling, including email, text and chat.

Have you ever sat on hold, trying to call a company and finally gave up, never to interact with that company again? Making sure that your Inbound Contact Solutions operation is properly staffed is super important. Whether this is a first impression or an angry customer that is giving the company one last chance, each inbound contact can be vital. Continue reading

‘Tis the Season… For Inbound Telemarketing Overflow

By Ryan Apodac, Operations Manager/Trainer

Busy season can be vastly different from one business to the next. Many people think of the holiday busy season as Black Friday through Dec 31st. For one of our clients in the party supplies business, they do 80% of their business in the six weeks prior to Halloween. For another client in the energy business, their busy season is defined by the state’s public service commission’s rules surrounding when they can market to new customers and sign them up for an agreement (typically in March and April of each year). Continue reading