By A.J. Windle, Director of Client Engagement
At QCS we have high expectations for our call center outsourcing experts. In fact, all team members must have 3 qualities: Hungry, Humble and Smart. “The Ideal Team Player” by Patrick Lencioni explains why these qualities make the best team players. In short, hungry means working hard and pushing yourself to accomplish more. Humble means showing respect for other team members and understanding how your role fits into the larger team. Smart means being aware of how others see you and how-to best work with co-workers and clients. It is like emotional intelligence. Continue reading
By Marcia Jenkins, Senior Operations Manager
Inbound telemarketing may sound like a simple profession if you’ve never worked in an inbound telemarketing call center before. You answer the phone, look up answers for customers or prospects, solve problems, enter orders, upsell or cross sell, and note all the details in your CRM. Easy! Well… not really.
The most challenging aspect of handling incoming calls is that you never know what the next call will require. Some customers are having a great day and are super chatty and nice – which can be challenging if you have other calls in queue and you need to keep the average handle time down. Other customers are having a bad day and they are super angry and because you answered the phone, they want to take it out on you. Compound the different customer temperaments with the fact that many customers are calling because the available self-service options didn’t meet their needs, and this makes the call handling even more complex. Continue reading
Angela Garfinkel, President
Meet Julie Kramme. Julie is an outsourced telemarketing and call center operations expert. Julie came to QCS with 20 years of call center industry experience, including 17 years in Account Management and Client Services.
There are 3 characteristics that make Julie a great Sales Executive with QCS.
This contact solutions expert is never satisfied with ‘good’
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 A.J. Windle, Director of Operations
Great leaders are a rare find and if you are fortunate enough to be in the presence of a great leader you will immediately know the difference between good and great. Great leaders operate with honesty and integrity, they inspire others to go above and beyond, they empower their employees, hold them accountable and are great communicators.
To be truly successful in the b2b telemarketing services industry one must possess these various attributes and utilize them to drive their team to new heights. Marcia Jenkins is a Sr. Operations Manager for Quality Contact Solutions and she is a great leader. Continue reading