Category Archives: Outsourcing

Best Compensation Models for the Outsourced Call Center

By Nathan Teahon, Vice President

Outsourced Call Center cost modelsWhen utilizing outsourced call centers, there are many variables to consider when entrusting someone with your telemarketing campaign. One of those is choosing the appropriate compensation model. Below are the most common compensation models utilized by outsourced call centers.

Hourly Outsourced Call Center Compensation

Hourly pricing is the most frequently used pricing structure for the majority of outsourced call centers. The range of prices in this model, like all models, will vary depending on a number of factors. The level of call complexity, type of agent needed for success, size of the campaign, are just some of the factors that are typically considered when determining an hourly rate. Continue reading

Call Center Outsourcing Vendors: Best Rep Attributes

By Marcia Jenkins, Senior Operations Manager

Here’s a question for call center outsourcing vendors: How do you know you have the best telemarketing reps on your campaign? They share many of the same characteristics.

Persistence

Happy with Call Center Outsourcing VendorsThe best outbound telemarketing sales reps are persistent. They continue firmly in a course of action in spite of difficulty or opposition. If you have ever done telemarketing, you know it’s tough! When a sales rep has been around a long time, you know they are a persistent person, working hard, day in and day out to overcome the obstacles in their way!

They have confidence and know they can get the job done. They take ownership and don’t look for reasons to explain away their poor results. These persistent reps keep trying to get better and use available resources. These reps grow every day and get better every day, they are not happy with mediocre results. Our outbound sales reps at QCS are persistent! Continue reading

Great Results with Good Telemarketing Services Leadership

By Nathan Teahon, Vice President

Leadership in a bright yellow arrow with smaller white arrows beside itWhat does it take to be a good leader in telemarketing services? It’s an interesting question and it probably isn’t dramatically different than what makes a good leader in any industry. However, there are some quirks about managing telemarketing services, particularly outbound telemarketing, that does make it different. Here are five keys to good leadership in telemarketing services.

1. Right Team

Half the battle of being a good leader is putting the right players on the field. We recently held a Leadership Summit within our organization and we covered the book The Ideal Team Player: How to Recognize and Cultivate the Three Essential Virtues by Patrick Lencioni. I am not going to review the book for you, but I will highly recommend it. Essentially, it covers why having people that embody three key virtues, Humble, Hungry, and Smart, is important if you want to have a successful organization. More importantly, having members of your team not embodying these virtues can be critically damaging. Also, the definitions of those virtues aren’t 100% what you think they might be, so again I would point you to the book.

However, without giving you spoilers, I can tell you that having the right team is essential for success in telemarketing services or otherwise. The best leaders can fail (and probably will fail) if the team isn’t comprised of team members that appropriately fit the culture that you strive to have. Finding the right team members isn’t always easy, but it is much easier than compromising and fitting a square peg in a round hole just to fill a position. It’s wasted time and energy, and has negative consequences. Continue reading

Outbound Marketing Programs Perform Better in the U.S.

by Nathan Teahon, Vice President

Outbound-marketing-man-wearing-a-headsetThroughout the years, the debate on offshoring telemarketing services has always flamed hot. The trend of offshoring itself has ebbed and flowed substantially over the last 15 years. Obviously, the main argument for offshoring is the price point. If you can get your campaign completed at a third of the cost, why wouldn’t that be attractive? Now, every program is different and has its own set of requirements, and everyone has to weigh the pros and cons in every situation. However, when it comes to outbound marketing, utilizing U.S. based call centers will almost always provide a better ROI, even if the upfront cost is higher. Continue reading

Telemarketing Services Clients: Winning Every Day!

By A.J. Windle, Sr. Operations Manager for Quality Contact Solutions

Telemarketing Services starts with loveOver the years I have had the opportunity to work with a variety of outsourced telemarketing clients. These experiences have allowed me to work with an unprecedented mix of personalities and that experience is worth more than its weight in gold. Working with different people, personalities and management styles is what makes business fun. Even though each client is different, there are some really great attributes that I see consistently. These core attributes have been critical to the overall success of our outsource telemarketing programs. I call them the “Top 5 Reasons I Love Working With My Clients”. Continue reading