Category Archives: Vendor Selection

How to Partner with a Contact Solutions Provider

By Megan Hottman, Brand Evangelist

Contact SolutionsA successful relationship with your call center partner is essential for the growth and health of your business. The way you regard your partner is critical to the outcome and overall success of your project, either short or long term. It’s best to think of them as an extension of your inhouse team(s) as opposed to a standalone entity or even worse “just another vendor”. I use the word ‘partner’ deliberately as I believe it’s critical in any call center and client relationship. Continue reading

Size Considerations for Selecting a Telemarketing Company

Telemarketing CompanyBy Nathan Teahon, Vice President

Telemarketing companies come in many shapes and sizes. I have written many times about how a call center is like a person, and each one has their own strengths and weaknesses. Evaluating those strengths and matching them with a client or program that needs those strengths is a crucial first step in having a successful inbound, outbound or omni-channel call center program.

But where does actual size fit into this equation? Is a bigger telemarketing company always better? Surely a call center with 500 seats is better than one with 75, right? The answer isn’t so black and white and in many circumstances that might not be the case. Below are the top factors to consider when evaluating if a telemarketing company is the right size for your client or program. Continue reading

Third Party Call Center Selection – Inbound Focus

By Melissa Werth, Customer Service Supervisor

Third Party Call CenterYour boss has asked you to find a third party call center for your inbound customer service or sales calls. You don’t know the first thing about what to look for, but it can’t be that hard, right? Here are a few things to consider and look for.

First, here’s a little bit of background: my area of expertise and focus is in inbound calls, including inbound sales and customer service. I believe that the front line team that speaks with your prospects and customers can make or break your business. While customers don’t see their face, they are the face of your business when the customer is calling in. Continue reading

How to Select a Third Party Call Center Services Company

By AJ Windle, Director of Operations

Third Party Call Center ServicesSo, you’ve started looking for a third party call center services company to assist you with handling your inbound customer service needs. What, exactly are you looking for? What is most important to you? What are you hoping this external team will help you support?

There are many third-party call center services companies (also known as inbound telemarketing firms) to choose from and the array of options can be overwhelming. However, if you approach the process like buying a new car, you’ll find that getting from the research stage to a successful launch will be easier if you know what you’re looking for from the beginning. Continue reading

How to Find an Inbound Telemarketing Services Call Center

By Nathan Teahon, Vice President

A Blue Phone in a Blue CircleFinding an Inbound Telemarketing Services call center honestly isn’t that difficult. Finding the right Inbound Telemarketing Services call center is something that can be a little bit tricky. Also, nothing is worse than finding the wrong Inbound Telemarketing Services call center. So, let’s say that you already have a call center in mind but you know very little about their organization. Of course the first step is having a conversation with the key players within the organization. You have two primary objectives during that initial conversation. Continue reading