Category Archives: Articles

B2B Telemarketing Breaks the Phone Sales Stigma

We all have experienced that stigma at one point or another about telephone sales…you know what I’m talking about…the cheesy voice with the script, the person that doesn’t listen to you, the call that you listen to with no intent to purchase the product that is being presented to you for fear of being rude.  How can anyone sell anything over the phone, especially at a higher price point?

B2B telemarketing at QCS is eliminating all stigmas.  We have professionals that are well trained to help the customer fill a need.  With the talent today in the workforce and experienced leadership to support the employees, it is really amazing how successful organizations can be with telephone sales and telemarketing lead generation. Here are a few examples of some very successful B2B Telemarketing sales reps that currently work in our organization. Continue reading

Key Advantages

What is a Key Advantage? By definition, it is a core competitive advantage.

Understanding your company’s key advantages allows you to focus on your strengths. If telemarketing is not a strength, that’s where QCS comes in.  By choosing to partner with QCS for your B2B telemarketing programs, you will benefit from outsourcing to a partner with these Key Advantages:

QCS Key #1:  Exceptional “Proof of Concept” and Testing Resources

QCS has an internal outbound business to business call center which consists of 75 full-time dedicated employees.  These employees work on a combination established client programs and new opportunities that are in the “proof of concept” or “testing” phase.

QCS Key #2:  Project Management Services

QCS provides proactive oversight for your telemarketing campaigns.  QCS works closely with the call centers’ staff on a daily basis to achieve the best results, and then communicates back to you.  Our clients appreciate being informed without having to be overly involved.

QCS Key #3:  Exceptional Knowledge and Insight

Our management team has over 75 years of combined telemarketing experience. QCS can offer ideas and strategies to obtain maximum results from your telemarketing campaign.  Having experience from both the vendor and client side, QCS is in a unique position to work with each client to achieve optimal campaign performance.

QCS Key #4:   Greater Value

QCS is in a position to negotiate “wholesale” rates with telemarketing vendors when a program requires added call center resources.  For about what you would pay going directly to the call center, you get the added value of the QCS team’s experience and expertise managing your campaign for you, giving you better performance with less of your time invested.

QCS Key #5:   Greater Capacity

Because we work with multiple call centers, QCS has the capacity to fulfill all your telemarketing needs.  We will place your campaign with the call center best suited to perform your campaign.

QCS Key #6:  One Call Service

QCS is a one-call destination.  There is no need to call several vendors to check their capacity, determine their performance capabilities, and negotiate pricing for each campaign.  This is a service provided by QCS.

QCS Key #7:  Solid Reputation

QCS’ reputation is one of uncompromising integrity, superior performance, and friendly professionalism.  Our clients have learned they can trust QCS to speak plainly and truthfully about every aspect of a campaign.  Our approach has always been that of a consultant and advocate for our clients.

Defining the Right Goals

AJ Windle, Senior Operations Manager at Quality Contact Solutions is featured in the October 2013 Connections magazine.   Read his article about key fundamentals to think about when defining the right goals for your B2B Telemarketing Sales campaign or other programs in your call center:

“The Super Bowl, an NBA title, the Stanley Cup: These are all examples of goals that each team within these sports strives for every season. Each represents a purpose for all things leading up to a final achievement. Goals are set by individuals and teams as a means of getting somewhere. But it’s not enough to see the end; you need to build a strong road map…”  –Defining the Right Goals article

Read the whole article at Connections Magazine.

Best Practices for Implementing New Programs with an Outsourced Call Center

Rich Hamilton, Director of Implementation and Team Improvement Lead at Quality Contact Solutions is featured in the September 2013 Connections Magazine.  Read his article about best practices that should be used when implementation a new program with an outsourced call center.

Article Intro

Here are a few questions that you should ask yourself before you get started: Continue reading

The Cookie-Cutter Stigma

Nathan Teahon, Director of Operations, defends the Cookie-Cutter approach

Have you ever noticed that there isn’t a lot of love out there for the good ol’ “cookie-cutter” approach? If you aren’t familiar with that consensus, try Googling it. Trust me; many make it seem like the scarlet letter of business practices, like having a standardized and efficient process surely means that the business can’t be flexible, pliable, or any other bendy word that suits your fancy. Surely a company that has an organized system in place can’t also be creative.

Successful franchises everywhere utilize cookie-cutter approaches. It’s one of the major keys to their success. Everyone knows the McDonalds story how they catapulted to success with their processes, but look at a franchise like a Jimmy John’s. Yeah, their sandwiches are amazing and their day-old bread is to die for, but the reason they are successful is that they have a cookie-cutter approach that every one of their franchises utilizes to allow them to have subs so fast you’ll freak. And if you’ve never been inside of one, please do. Then look around and read the walls and see how fun and creative they are.

The call center industry isn’t any different. Having good processes in place is key to be being efficient. We outsource a lot of programs to different call center partners, but it’s our cookie-cutter approach that allows us to accept and setup programs quickly for our partners. Our goal is to make the lives of our call center partners as easy as possible, so when they get a new program from us, the details, the scripting, the layouts are all going to look familiar so they aren’t starting from scratch every time a program comes from us.

That doesn’t mean that we are unbending, unyielding, or inflexible (unfortunately unflexible isn’t a word). Having a cookie-cutter approach to certain processes doesn’t mean that you have to be any of those things. We pride ourselves on being flexible and customizable for our clients, and do everything we can to drive that direction for our clients. A cookie cutter approach can live harmoniously with the flexibility of customization. It just means leaving familiar alone and not having to start from scratch every single time. Start with the cookie-cutter and change it from there. Morph it, build it, strip it down, whatever you need to do to customize the program enough to make it successful, but don’t reinvent the wheel every time if you don’t have to. If you develop a process that works and is efficient than you should use it and not start at the bottom every time. When we start a new program or bring on a new client we want as much as possible to be familiar to our call center partners so it ensures a smooth set up for the program, not to mention more efficient.

When it is all said and done, good processes rule the day. Don’t be afraid of a good cookie-cutter approach. The stigma associated is slanted to make us feel that it drains creativity. That is only valid if you let it. Besides, how can anything associated with cookies be negative?