3 Reasons to Use the Text Channel in the Call Center

By A.J. Windle, Director of Operations

Text Channel in the Call CenterCell phones. These magical handheld computers have come a long way since the days of vehicle bag phones. We’re now a mobile society with over 90% of Americans now owning a cell phone. It boggles my mind that more businesses are not utilizing texting in their call center. The primary opportunity is to text enable your company’s main business number, your customer service phone number, and your customer service and sales team’s DIDs.

Here at QCS we have taken a proactive approach to increasing outbound call program response rates and inbound customer service satisfaction by adding text communication to the mix. Continue reading

PACE recognizes Dean Garfinkel at National Convention and Expo 2018

Dean Garfinkel recognized as Treasurer of the PACE Board of Directors

Dean Garfinkel, PACE National Board of Directors member, Treasurer and Executive Committee member, and other board members were recognized for their service during the PACE National Convention and Expo (ACX’18). The 2018 PACE National Board of Directors includes chair Lori Fentem (Synergy Solutions), Vice Chair Ken Sponsler (CompliancePoint), Secretary Mark Boehmer (Ameritas Group), Andy Balthaser (Alorica), James Danz (Wyndham Resorts), Sam Falletta (Incept Corp.), Stephen Ferber (Golden Gate BPO), Joe Galvin (Comcast), Christa Heibel (CH Consulting Group), Mandy Horton (Careington International Corporation), Bob Kobek (CustomerCount), Karl Koster (Noble Systems), Harvey Livingston (AT&T), Rob Marshall (VoiceTeam), John Nelson (Bank of America), Michael Thompson (TPG TeleManagement) and Michele Shuster, General Counsel, (Mac Murray & Shuster, LLP).

PACE 2018 National Board of Directors

Dean has been on the PACE National Board for 15 years, serving for 4 years as Treasurer. Dean is a frequently-sought after thought leader on all telecom and compliance issues relevant to the call center and telemarketing industry. To reach Dean, email him at [email protected].

Minimum Technology for Inbound Call Center Vendors

By Nathan Teahon, Vice President

Call Center VendorIt amazes me when I visit a call center for the first time and see how ill-equipped some call center management teams are when it comes to having the right technology to manage their teams.

While there are many standard features in Inbound ACDs and multichannel call management platforms, there are three technology features that are absolutely essential for call center vendors. Continue reading

Robocalls are Risky: Today’s Compliance Consulting Tip

By Angela Garfinkel, President

Compliance Consulting

Many associations and trade organizations use robocalls (automated calls without live agents) to blast messages to their potential attendees and members in advance of a trade show or conference. All it takes is a recorded message and a list of telephone numbers and you can literally blanket your target market with hundreds, thousands, or even hundreds of thousands of robocalls. And your message is delivered the same way every single time. If you’ve ever run an outbound telemarketing campaign with live agents, you know that consistency of staying on script (without sounding scripted) can be very difficult. And, in addition to being fast and consistent, other than emails, there is no cheaper way to get your message to your target market.

However, it is little known that robocalls are a risky tool to use to communicate en masse with your target market.

Here is a bit of good news: If your association or trade organization has tax-exempt non-profit status, then you may be ‘okay’ to continue to use robocalls. However, if you don’t meet the requirements for the tax-exempt non-profit status, please beware. Continue reading

Do You Need a 24×7 Contact Center Vendor?

By Patricia Qvern, Operations Manager

Contact Center VendorAs consumers, we want every call center that provides us service to operate 24 hours a day, 7 days a week. We want to be able to call and order a “thingamabob” at 1:00 AM, as well as, reach a live person to help when it’s 90 degrees and the air conditioner stops working. As consumers, we LOVE to have the convenience and reliability to pick up the phone and get what we want or need on our time schedule. The reality is, we don’t always get what we want and must compromise and call back during regular business hours and in some instances, it’s perfectly okay – just a little inconvenient.

But what about the times when you need immediate customer service? And how does a business determine if offering 24×7 inbound call center services is necessary? Continue reading