Category Archives: Management

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

Business to business telemarketing requires mojo

By Megan Hottman, Brand Evangelist

business to business telemarketing Yesterday I was at my oldest son’s high school baseball games when one of the mom’s commented about how her son has recently lost his “mojo” when it came to his batting. This particular player had always been referred to as “the best batter” on the teams he played for over the last 4 years. I thought the comment was interesting so of course I listened to what the chatter was all about. The speculation of potential issues was endless; a possible injury, not enough practice, something going on with his friends, he wasn’t feeling well, was needing a break.

After the game as I drove home, I thought about her comment, specifically the word mojo and what it meant. I’d consider the word to mean someone’s confidence, how comfortable someone is with themselves in their abilities for whatever the activity or skill is. This is incredibly relevant in the business to business telemarketing world. How many reps have lost their “mojo” at one time or another and how did that impact their overall results? Having “mojo” is important when it comes to business to business telemarketing success. Continue reading

Attributes of a Successful Contact Solutions Supervisor

By Marcia Jenkins, Senior Operations Manager

Contact SolutionsMeet Jeri Graesser! Jeri is a supervisor in our at-home, virtual call center. Jeri and her team are responsible for selling millions of dollars in medical billing and coding resources, including both books and software. What makes Jeri a successful contact solutions supervisor? There are three primary attributes that Jeri embodies on a daily basis.

  1. Great communication
  2. Ability to set clear expectations
  3.  Being a team player

Let’s dig into how Jeri lives these attributes. Continue reading

The Telemarketing Center “End Game”

By A.J. Windle, Director of Client Engagement

How to assemble the perfect “Avenger” worthy Team

Telemarketing CenterI’m a huge Superhero fan. While that maybe a “little” nerdy, when it comes to creating the perfect team, I’m telling you, “The Avengers” are on to something. If you want to assemble the perfect telemarketing center team, I’ll share with you my Avenger Method.

I often hear people say “I wish I could clone you” to a strong member of the team. While it might be good to clone certain aspects of that team player, a truly Avenger-worthy telemarketing center management team is well rounded and has balanced strengths across the team. Look at the Avengers: 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