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

The 7 Habits of Highly Effective Telemarketing Management

By Nathan Teahon, Vice President

The 7 Habits of Highly Effective People by Stephen R. Covey is nothing short of iconic and is a staple on bookshelves of leaders everywhere. There are lessons to be learned by anyone that chooses to pick up the book. I was recently thinking about this book and wondered how I would change the lessons if I was making the list specifically geared towards managers that work in telemarketing services. Below is my attempt to do just that.

The 7 Habits of Highly Effective Telemarketing Managers Continue reading

Association Membership Retention Programs

By Rich Hamilton, Director of Marketing & Product Development

Many associations use a third-party telemarketing services firm to place outbound calls to place reminder calls to lapsed members or members which are about to lapse in the near future. Most associations don’t have the internal manpower to make the calls themselves and turn to outbound call experts to get the job done and to ensure a maximum membership retention rate from their existing members.

One area of concern for all associations is the security of their data and the security of the payment information. To ensure the highest security, there are three primary reasons to pay a little extra for Telemarketing Services firm with a PCI Level 1 Service Provider certification Continue reading

Telemarketing Agency for Membership Retention Calls

By Patricia Qvern, Operations Manager

Membership retention is talked about a lot and it’s not a one size fits all topic. There are general guidelines and statistics about what works best if you use a professional telemarketing solution to make membership retention telemarketing calls.

Membership RenewalsIn full-disclosure, I work for a company that is a telemarketing agency for membership retention calls. What I’ve learned after working with many different associations and their membership retention teams is that membership retention calls are most successful when they are part of a disciplined program. I’ll compare it to taking care of yourself. If you exercise, eat properly and take care of your emotional well-being, your overall health will be improved. Staying disciplined and steady with your membership retention efforts will ensure your association’s health is maintained and even improved. If you have to spend less time, money and resources attracting new members, you’ll find that maintaining and growing membership numbers is easier. Continue reading

Call Center Monitoring Checklist: Brief is Best

By Heather Dubas, Senior Operations Manager

Call Center Monitoring Checklist

I don’t know about all of you, but I LOVE the buzz of a call center floor! I remember hearing it for the first time after being out of the industry for about 10 years and it was so crazy– I did not realize I had missed it so much until I was standing in the middle of all those busy, energetic agents making calls. Those agents are the front line of any call center and if we don’t have excellent and exceptional agents, then we have nothing to provide to clients. There are some very key processes that your team can follow to ensure that you have the best of the best for agents and having a solid Quality Assurance process for call center monitoring is one of them.

Most call centers have their own Quality Assurance person or team, and some outsource the duty. Either way, the process should not be time consuming and it should be easy to execute by the QA team as well as easy to understand by the agent and client. Here are some reasons why you should develop a QA checklist that is short and concise for call center monitoring. Continue reading