By Julie Kramme, Sales Executive
So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be. Now you need to develop a message for your telemarketing staff to effectively convey on your behalf…You need a telemarketing script. But what does that look like?
What should be included in a telemarketing script?
For some call center agents, a traditional script that tells your agent what you want to say and how you want them to say it, works very well – especially for those new to the game who are still building confidence. The challenge with traditional scripting is that with time and repetition, message delivery can get a bit stale. So, how can we prevent that? Through training and motivation, or course! But that’s not the only way…
By Marcia Jenkins, Senior Operations Manager
For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.
What is Quality Assurance Call Monitoring?
What is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.
Call monitoring also provides key info to the client. What are the trends from the customers? What offers are working? Where might the “Script” need to be reworked? A good quality assurance team will provide inside information to ensure a positive ROI. Continue reading
By Nathan Teahon, Vice President
At Quality Contact Solutions, our team does a great job of writing a lot of content regarding how to be successful in the call center industry. Sometimes you have to take a timeout and celebrate the people that support the business in other ways and keep the train on the tracks.
Darla Jorgenson is the Accounting and Human Resource Manager at Quality Contact Solutions. Darla exhibits the three qualities that we look for in our team. Humble, Hungry, and Smart.
This Contact Solutions Pro is Humble
Darla does not have an excessive ego by any stretch and is always quick to point out the contributions of other members of the team. She is always looking for an opportunity to tell someone they did a great job. She is the consummate team player and is always looking out for the needs of the company and the team as a whole. Continue reading
By Megan Hottman, Brand Evangelist
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
By Ryan Apodac, Operations Manager/Trainer
Congratulations! You oversee a team of outbound telemarketing appointment setters in a call center. The bad news is that for the past 3 months, booked appointments have steadily declined. As a result, you schedule a training session, then another training session, and finally when things aren’t improving, yet another training session. Things still aren’t improving, and you now begin to see your attrition increase, your employees are losing focus, and sales are dropping. What’s the problem? You trained them, didn’t you? The problem is that your issue may not require training at all. You may be contributing to the problem by over-training your outbound telemarketing appointment setters.
How do you know when you are over-training your outbound telemarketing appointment setters? Call center agents will start to exhibit some of the above signs when you have given them too much training. Over-training is an expensive mistake that too many in our industry make. Continue reading