Telemarketing Appointment Setting Best Practices: Part 2
Author note: This is the second article in a 3-part series.
In Part 1, we discussed how to maximize the appointment kept rate when conducting telemarketing appointment setting. In addition, we introduced the 6 primary components of a successful telemarketing appointment setting program:
- A targeted contact list with phone numbers
- A friendly, open phone voice
- A nutshell message
- A reason for the prospect to schedule the appointment with you. WIIFM (What’s in it for me?)
- A timely calendar invite sent via email with a very brief summary of what will be discussed in the appointment
- Productive outbound dialing (we like to see about 35 dials per hour, 262 dials per day from a B2B telemarketing appointment setting program)
There is no doubt that having a powerful nutshell message delivered with a friendly, open phone voice helps ensure that your telemarketing appointment setting program is successful. In this article, I’ll share with you how to make this a reality. Continue reading
By Megan Hottman, Brand Evangelist
Let’s face it, the buying process has changed significantly for organizations. Potential customers are overwhelmed with so much noise from vendors and have done most of the research BEFORE we even come into the process. It’s important for us to find new and different ways to not just acquire leads and ultimately turn them into our customers, but also to examine our process of how we are treating our prospective customers while generating leads and moving through the cycle. With the abundance of information readily available online, businesses have become more comfortable with making decisions to purchase products and services online and over the phone. It’s imperative that we make every interaction count and really connect with our targets. The landscape today demands that the process of lead generation provides high quality and relevant information, understanding what business challenge you’re solving for and being diligent with follow up all while providing the best experience for your target. Continue reading
By Marcia Jenkins, Senior Operations Manager
If you are one of the thousands of companies looking for call center services on a daily basis, look no further. QCS has the management know-how and technology to ensure the best results and the best efficiency possible. One of my favorite best practices for managing inbound call handling is the blended seat.
A blended seat is a call center desktop that seamlessly blends inbound, outbound, email, chat and text contacts. Using a blended seat helps keep the call center agent busy and your customers happy. No one wants to hold for minutes at a time. A blended seat helps prioritize inbound calls while filling the wait time with outbound calls. Using a blended seat requires careful planning and the right technology. Let’s look at some best practices. 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
By Shannelle Krebbs, Operations Manager
Determining inbound service level goals is one of the most important factors for anyone responsible for the inbound call center function. Determining the right inbound service level goal is not straight forward. A study conducted by AT&T 30 years ago determined that 80% of calls should be answered in 20 seconds or less. This was based off research that indicated that many callers would hang up the call after waiting for 20 seconds. Referred to as the 80/20 rule, this began the foundation for determining benchmarks for inbound service level standards. This study was conducted before the majority of inbound call centers implemented technology that is considered standard today, including Integrated Voice Response (IVR), Priority Queueing for high value customers based on the phone number they are calling from, In-Queue expected wait time announcements and In-Queue self-service options. Continue reading