Category Archives: Remote Agents

Engaging Remote Sales Agents in Outsourced Call Centers

By Megan Hottman, Brand Evangelist

Outsourced call centers 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

Helpful Motivators for Virtual Telemarketing Services

By Nathan Teahon, Vice President of Operations

Word cloud for "Motivation"The use of virtual agents is continuing to grow in the telemarketing services industry. It’s certainly a popular way to reach a wider talent pool without geography constraints. Employees have to be the right fit for working in a virtual environment, but for those that fit, they love working from home. Continue reading

Why an At-Home Model Works for Outsourced Telemarketing

Some outsourced telemarketing programs don’t thrive in traditional call centers or in the traditional call center model. In fact, at Quality Contact Solutions we’ve found that complex business to business sales programs often get higher return on investment (ROI) in an At-Home model. Why is that? Continue reading

QCS Expands At-Home Call Center Operations

Aurora, Nebraska – Angela Morris, President of Quality Contact Solutions (“QCS”) is pleased to announce the expansion of QCS At Home, the work-from-home call center solution. “Answering the local communities’ call regarding the closing of two call centers in Nebraska, we had the unique opportunity to hire some very experienced business to business telephone sales professionals expanding our At Home team. These professionals will continue to conduct business for some of the same clients they have worked with for years,” stated Nathan Teahon, Director of Operations for Quality Contact Solutions.  “It has been a win-win-win solution for the employees, the local community and the clients” added Teahon.

QCS At Home was formed in the spring of 2010 to expand QCS Telemanagement’s capabilities for program development and testing by creating an At Home environment staffed with true veteran professions.  “We found many new client programs required a high degree of hands-on program development and incubation before being migrated to one of QCS partners via our Telemanagement model.  “QCS At Home has exceeded all of our internal expectations as the ultimate “test-bed” for program creation, testing and refinement. Creating the perfect program is like painting a masterpiece. These at home professionals are true artisans’ and together with our operations and client managers we are able to outperform our competitors by re-defining campaign creation,” stated Morris. 

QCS’s proprietary technology solutions have been key to the success of the at-home model.  The at-home management team has all the same capabilities that any brick and mortar call center manager would have, including the capability of real-time call monitoring, real-time computer/screen viewing, real-time reporting as well as historical archiving of events and call recordings.  All training is conducted using web enabled learning sessions. 

QCS Launches At-Home Contact Center Solution

Aurora, NE. Quality Contact Solutions’ President, Angela Morris announced that her firm has launched a new division, “QCS At Home Inc.” and has hired Marcia Jenkins, a sought- after 10-year call center veteran, to manage the newly formed home-based operation. QCS At Home is a work-from-home telemarketing and call center solution focused on business to business outbound telemarketing, test-bed projects and special programs which are typically not well-suited for the traditional brick and mortar call center operation.

According to Ms. Morris, the addition of QCS At Home was a natural expansion to better serve the ongoing needs of the company’s existing client base. “We often come across unique client requirements that just don’t fit well into a brick and mortar call center. If a program needs to be tested and tweaked or needs the honing of a special skill set, this is often difficult to accomplish in a typical call center environment. QCS At Home agents are the best in breed, true home bound professionals looking for a career. This new option provides us with the flexibility to nurture programs in the At-Home environment and then consider the option of a brick and mortar call center when the program is ready to scale.”

QCS At Home utilizes state of the art, secure web-based technology for inbound and outbound call routing, data and call resource management. Predictive assessments are utilized to assist with determining which individuals will perform best on various programs in the at-home environment. In addition, the Quality Contact Solutions support staff, utilizing proven proprietary processes and tools, facilitates the ongoing management of all client campaigns, ensuring the absolute highest quality of service.

When asked about the experience so far, Nathan Teahon, Quality Contact Solutions’ Director of Operations, stated “Since inception, Quality Contact Solutions has been a virtual company so QCS At Home was really just a natural expansion of what we were doing already. We already had the processes and the tools to coach coworkers without being face to face. It has been a smooth startup and we are seeing truly amazing results from our At-Home team.”

About Quality Contact Solutions:  Quality Contact Solutions (QCS) is a specialized consulting and telemanagement firm serving the call center industry. With deep experience in inbound and outbound program management, QCS helps clients get better performance and make every contact count. In addition, QCS has on-staff personnel who are certified to perform the third-party, independent audit required for ATA-SRO accreditation. For more information about our services, visit www.qualitycontactsolutions.com.

About QCS At Home:  QCS At Home is a division of Quality Contact Solutions that is focused on providing high quality inbound and outbound call center solutions for clients which desire to benefit from the At-Home model. For more information visit www.qcsathome.com