Category Archives: Omni Channel

When Looking for Call Center Options – Look at QCS

By Nathan Teahon, Vice President

When Companies are Looking for Call Center Options: QCS Wins with Team Members Like A.J. Windle

AJ Windle, call center optionsThe first time that I met A.J. (about 15 years ago) I was a part of a team that was hosting a site visit for a prospective client that was evaluating their call center options. I ran the call center for our corporate location, but this site visit was being held at one of our other sites where A.J. was a trainer as that was where we were proposing to put the work.

We carved out a small section of time for A.J. to come in and present to the prospective client about our approach to training. I am pretty positive that this was his first time presenting to a prospective client in this type of site visit where call center options were being evaluated. To boot, it was his first-time meeting members of management from the corporate office. The moment was not without stress, I would imagine. Continue reading

Successful Outsource Telemarketing Using Call Blending

By  Marcia Jenkins, Senior Operations Manager

Outsource TelemarketingOne of the best tools an outsource telemarketing or contact center manager has is the blended seat. A blended seat is a call center workstation that allows the call center agent to handle inbound calls, outbound calls, email, chats and text messages. Most call center management pros are adept at carefully constructing a plan where different call center agents are “skilled” for different types of contacts and by using skills and skills-based routing, the call center agents are kept busy with the contact types that they are most skilled at; however they are also available to handle non-primary contact types as needed to achieve the service level and customer satisfaction goals within the call center. Continue reading

Inbound Call Center Outsourcing Pricing Options

By Nathan Teahon, Vice President

Call Center Outsourcing AgentIn the world of call center outsourcing, there are many things that are going to factor heavily in deciding which contact call center to use for inbound call handling. Those factors are going to include things like location, agent quality, experience, facilities, likability of management staff, as well as several other factors. Certainly, one of those things is going to be price.

Now, as it pertains to price and before diving into models and numbers, it’s important to note a couple of things. First, these models and prices are for domestic inbound programs being conducted in domestic contact call centers. You can utilize offshoring for call center outsourcing if you are looking for the best prices, but there are several reasons why telemarketing services are best in the U.S. Second, it’s important to note that not every inbound program is created equal. The level of complexity, amount of training, and overall talent of agent required for a particular campaign can obviously have an effect on pricing.

Continue reading

Reasons to Blend Inbound and Outbound Telemarketing Services

By Nathan Teahon, Vice President of Operations

?????????It’s hard to believe that in a world with ever expanding technology that there are still many organizations that conduct both inbound and outbound telemarketing services but keep inbound and outbound calls segregated. Now, this can be for several reasons. Perhaps the agent pools require drastically different levels of skill. It could be technology limitations.

However, many times there is just a feeling within leadership that inbound and outbound calls should be segregated. Each circumstance is going to dictate what is best for each given situation. There are many advantages to blending your inbound and outbound calls, and here are the Top Five. Continue reading