Category Archives: Outsourcing

Call Center Outsourcing: From Good to Great

By Megan Hottman, Operations Manager and Brand Evangelist

I’ve lived in the land of call center outsourcing for over 17 years. I’ve been on the client side as well as in the supplier corner. I’d like to think that I have a pretty good perspective and understand the landscape of the call center outsourcing industry on each side. To be honest, I’ve had a few not so great experiences with different call center outsourcing organizations that I’ve worked with as a client throughout my time. The opposite of that is also true, there have been partners that I’ve worked with that clearly stood out and were great to work with. But I’ve often wondered, why are there such big differences in these organizations and what sets them apart? Continue reading →

Choose an Outbound Telemarketing Outsourcer to Hit Goals

By Megan Hottman, Brand Evangelist

I know firsthand how powerful working with an outsourced outbound telemarketing sales partner is. I also know how intimidating, overwhelming and daunting it can be. It sounds cliché but outsourcing to an outbound telemarketing partner really can save time and money by delegating labor intensive processes like recruiting and training, not to mention sparing you from other potential headaches like technology challenges. I’ve made a list of 9 distinct advantages I discovered while working with an outsourced outbound telemarketing partner over the years. Continue reading →

The 3 C’s of Outsource vs. In-House Call Center Options

By Nathan Teahon, Vice President

Making the determination on whether you should use or continue to use an in-house call center versus an outsource call center is no small decision. I’ve found that there are three primary factors that should be considered as you evaluate call center options, and whether a teleservices program would be best suited for an internal department or outsourced. Continue reading →

Companies Looking for Call Center Services: Look At This

By Marcia Jenkins, Senior Operations Manager

If you are one of the thousands of companies looking for call center services on a daily basis, look no further. QCS has the management know-how and technology to ensure the best results and the best efficiency possible. One of my favorite best practices for managing inbound call handling is the blended seat.

A blended seat is a call center desktop that seamlessly blends inbound, outbound, email, chat and text contacts. Using a blended seat helps keep the call center agent busy and your customers happy. No one wants to hold for minutes at a time. A blended seat helps prioritize inbound calls while filling the wait time with outbound calls. Using a blended seat requires careful planning and the right technology. Let’s look at some best practices. Continue reading →

Successful Outsource Telemarketing Begins With Teamwork

By Heather Dubas, Senior Operations Manager

Outsource Telemarketing I recently read the book A Rowers’ Code and the message in the book has really stuck with me. To be successful, it is important to build a great team and one of the keys to doing this is creating relationships. Having a great relationship with the members of your team is key to the quality of your work. The book’s message is that your business is like a ‘boat’ and you must fill that boat with people that all want to work hard and move in the same direction for success. Most of us have been on a boat and believe me, nothing is scarier than having people on that boat that move in a different direction and start rocking that boat. You must build relationships with people so that you can fill your ‘boat’ with individuals that want to go the same direction. Here at Quality Contact Solutions, I am very fortunate to be part of a great team as well as having the privilege to work with many call center management teams that really know how to build great relationships and fill their ‘boat’ with the best people around! Continue reading →