I have been a part of the telemarketing world for many years and work with a wide array of different clients, but I always get excited when I find out that Quality Contact Solutions landed a new client that needs help with membership retention outbound telemarketing calls. Associations provide many valuable benefits as part of their value proposition to their members. From certification programs to meetings and conventions, to networking, associations are ideally positioned to meet the unique needs of their specific members.
Because of this, members don’t like to see their memberships lapse or if they do, they really appreciate the reminder to get it renewed. This provides a very pleasant experience for our front-line telemarketing agents because the people that they will be talking to welcome these calls! Agents line up for spots on association membership renewal campaigns and the training that we give them is critical to ensure success for everyone involved. Here are some key tips for getting a membership renewal campaign off to a great start: Continue reading →
Making sure your employees are engaged is important but something we all struggle with. Engaged employees are not only happier but more successful and contribute more often. An employee who is not engaged is in a dangerous place. In danger of terminating their employment, in danger of becoming unsuccessful, in danger of becoming unhappy and more importantly being a danger-spreader to those that work with them and around them. So how do we keep everyone positively engaged? (Good question, right?) Continue reading →
Business Radio Powered by the Wharton School of Business interviewed call center and telemarketing industry expert, Angela Garfinkel, for the drive-time segment on SiriusXM 111 titled, “Work of Tomorrow”
Christian Terwiesch, Professor at the Wharton School of Business at the University of Pennsylvania hosts the segment each week which looks at how new technology is causing disruptions in existing industries, changing the meaning of work along the way.
In the episode featuring Angela Garfinkel, Christian and Angela discussed how call centers are evolving and how live agents are critical to business success in 2018. The episode aired on 1/15/2018 at 5 pm ET and is being repeated throughout the week.
Contact center management is equal parts art and science. The art is knowing how to relate to people and motivate them. The science is knowing how to accurately forecast, how to read the metrics and how to use the systems deployed in your contact center.
Today I’ll focus on the science side of the equation.
Forecasting for Contact Management Services
It is important to look to the past to plan for the future. To maximize efficiencies and to provide good customer service look to your historical call volume, chat volume and email volume during similar time periods to determine the probable amount of contacts you will receive not only on a given day, but most importantly during the peak time of each day. QCS drills down with “Deep Dives” into the data. With a great data team, you can get great forecasting! Continue reading →
2017 was a fun, busy, exciting, and ever-changing year in our telemarketing services company. Looking back on the year has allowed our team to focus not only on our accomplishments but also evaluate and improve on ways to overcome our clients’ challenges (the key reason we exist!).
Here at Quality Contact Solutions we partner with clients everyday who are looking for ways to help them overcome their business challenges. They turn to Telemarketing Services because they need a more productive channel than they are currently using. In some cases, they have aggressive growth goals and have heard what we can do. Some clients want to test a new strategy. Whatever the specific challenge is, at its root, is the necessity to retain and grow the business year over year. This was the biggest challenge of 2017 and with no doubt that focus will be continued in 2018. Continue reading →