By A.J. Windle, Director of Operations
Great outbound telemarketing companies have been evolving over the last 10 years to include chat, text and email in their communication strategy. The addition of these non-voice contacts helps increase engagement with prospects and customers. In addition, these non-voice contacts provide an instant medium to follow-up and share additional information as part of the customer care or sales process. As Director of Operations at Quality Contact Solutions, my experience has been hard-won. Here are my 5 pro tips for using non-voice contacts in the call center as part of a telemarketing program. Continue reading
By Shannon Svasek, Operations Manager
How do inbound calls enhance outbound call programs? Many companies have an inbound customer service number. Customers can and do call in for a wide variety of reasons. They need to order an item or service, maybe they are unhappy with that item or service and wish to get a refund or perhaps to check the status of an order to name a few. But how do those inbound calls enhance the outbound call programs those businesses may be running? We will talk about that in a moment, but before any of that can happen you must have one really important piece – a great team! Continue reading
By Rich Hamilton, Director of Marketing & Product Development
Any salesperson will tell you that it takes multiple touch points to book a sale. Depending on the industry and the type of product or service, it can take 7 to 20 touches before a prospect will buy from your company. As a B2B outbound telemarketing company, we experience this in our daily work for our clients.
Imagine if each of those touch points were a phone call, the sales cycle would take forever. Adding email as a touch point can drastically decrease the sales cycle. Here are 6 best practices for adding email as an additional touch point as part of your overall marketing and sales strategy. Continue reading
By Melissa Werth, Customer Service Supervisor
Author note: When I use the term inbound calls, I am also referring to other customer contacts like text, chat, and email. In today’s inbound customer service model, all of these customer contact types are viewed interchangeably.
You’ve made the decision to employ inbound call center outsourcing to save money, improve service or both. Inbound call center selection is not easy. There are lots of call center options. And after you’ve made the decision, you need to be prepared to make a heavy investment of time with the new team to ensure they are successful. Many executives and managers overlook the importance of the time investment when they are developing the plan.
To ensure your outsource initiative is successful, here are some keys to ensure success. Continue reading
By Marcia Jenkins, Senior Operations Manager
One of the best tools an outsource telemarketing or contact center manager has is the blended seat. A blended seat is a call center workstation that allows the call center agent to handle inbound calls, outbound calls, email, chats and text messages. Most call center management pros are adept at carefully constructing a plan where different call center agents are “skilled” for different types of contacts and by using skills and skills-based routing, the call center agents are kept busy with the contact types that they are most skilled at; however they are also available to handle non-primary contact types as needed to achieve the service level and customer satisfaction goals within the call center. Continue reading