Category Archives: Articles

10 Best Practices for Delivering Virtual Training

Kwyword for Virtual Training especially for Outsourced TelemarketingRyan Apodac, Trainer

It’s go time. Training is over. It’s time to put everything I’ve learned into action. Can I do this? Do I have what it takes? These are just a few of the thoughts we’ve all had on our first day after training for a new position. The unspoken question though is always “Was my trainer prepared to help me learn what I will need to succeed?” While this is nothing new, the latest trend in training pertains to the environment. As more and more companies are trending to a virtual model, Virtual Training is becoming more and more common in the workplace. Virtual Training is convenient; however one can easily overlook the important factors that can mean the difference between conducting a Virtual Training, and conducting a successful one. Continue reading

Fix Your B2B Telemarketing Sales Program When Your Results are Down

How to fix B2B Telemarketing Sales ProgramsSo, your B2B Telemarketing Sales program is on the decline and is no longer producing the results that it once was. Why? There are obviously many variables and factors that a manager can dive into to begin to diagnose where the problem areas lie. I guarantee you; from the sales professionals on the phones to the managers running the campaign the first thing that people will point to is leads. “The leads are junk!” Have you ever heard that one? We’re all guilty of it, and I promise you that I am no exception to that. Sure, where there is smoke there is sometimes fire, and poor lead files aren’t exactly uncommon. Your lead file might lack proper segmentation and thus you are targeting the completely wrong audience to get you the qualified sales leads that you need. Your list may not have went through a proper data cleanse and your sales people are spinning their wheels, and so on and so on and so on. Continue reading

Placing Outsourced Telemarketing Calls to Cell Phones

Making Outsourced Telemarketing Calls to Cell Phones or Wireless NumbersIf you place outbound telemarketing calls to cellular phone numbers, be sure you understand the rules that apply.  Outsourced Telemarketing was significantly impacted in July 2015 when the Federal Communications Commission released a Declaratory Ruling which expanded the definition of an automatic telephone dialing system (ATDS).   In addition, the ruling provided additional clarification surrounding a telemarketer’s responsibility to identify reassigned telephone numbers and remove them for their call lists and clarified that text messages are also telemarketing calls and the Telephone Consumer Protection Act applies equally to text messages and voice calls.   For more information, you can read the full TCPA FCC Declaratory Ruling.

At Quality Contact Solutions, we’ve had significant success with helping our outsourced telemarketing clients successfully contact their existing customers on their cellular phone number(s) using a Non-ATDS Dialer.   In short, a Non-ATDS Dialer (spelled out non-Automated Telephone Dialing System), is by definition a system that cannot place calls automatically.  Our advice to our outsourced telemarketing clients is to use an old Nortel 8×24 telephone system which cannot be modified to place telemarketing calls automatically.  We pop the contact record on the computer screen for the telemarketing agent, the agent dials the telephone (with their fingers) and hangs up the phone after the call is completed.  Then the agent selects a call disposition on the computer screen before the next call record is presented to the outsourced telemarketing agent.

Results from using the QCS suggested Non-ATDS Dialer

We’ve found that contacts per hour drop by about 60%, so if on average, we were hitting 15 contacts per hour using predictive dialing, we have seen a drop to about 6 contacts per hour.   However, we’ve found that the sales conversion rate increases by about 30%, so the net decrease in sales per hour has been about 45% (still a decrease, but with many client programs, it is better to make the contacts in a less productive manner vs not calling these customers at all).

With some client programs, we’ve been able to change the time of day to evening only (best contact period), and we’ve been able to maintain a sales per hour that is only slightly below the previous performance using a predictive dialer environment.

Keep in mind that it is best to work towards gaining prior express written consent to place telemarketing sales calls to your customers, but in the absence of such consent, rest easy that Quality Contact Solutions can help you create a defendable process for placing such calls legally using a Non-ATDS Dialer.

Give us a call and ask us how today.    Call 866.963.2889 and press 1 for sales.

 

B2B Telemarketing Course from the DMA

If you are looking for a quick way to brush up on your outbound telemarketing knowledge, look no further.  Quality Contact Solutions’ pros Nathan Teahon and Angela Garfinkel recently collaborated with the education team at the Direct Marketing Association to create a new course titled:  “Teleservices”.  We know, pretty original, right?  In a nutshell the course is a crash-course (or refresher) for any professional that wants to better understand the critical elements of creating, managing or outsourcing a telemarketing program. Continue reading

Best Practices for Inbound Telemarketing Services

Making Your Customers Happy Using Best-In-Class Call Center

Great Customer Service is Priceless; Bad Service spreads quicklyCall Center Customer Service, also known as Inbound Telemarketing Services or Customer Care can make or break your company.  Call Center or Inbound Telemarketing Representatives are the “Front line” for your company.  If your agents do the job right, you often have repeat business and certainly other potential customers will hear about the service. It’s unfortunate that some companies drop the ball. When a customer has a great experience they may tell a couple of people, but when they have a bad experience, they generally tell lots of people. Continue reading