Telemarketing Services: How to Measure ROI

Telemarketing Services ROI

By Angela Garfinkel, President

Return on Investment (ROI) is one of the primary metrics that sales organizations use to measure the real performance on a telemarketing services program. The basic formula for return on investment is the sales revenue generated by the campaign divided by the cost of the campaign. Most companies work hard to get 5:1, 6:1 or even 7:1 return on investment. Other organizations find that the best ROI numbers range from 2:1 to 4:1. Still other organizations are happy with any ROI that is at least 1:1. Continue reading

B2B Telemarketing Incentives

"B2BBy Nathan Teahon, V.P. of Operations

I have been in call centers where there is a floor of B2B Telemarketing agents, and it is quiet as a mouse. There is no supervisor working the floor, encouraging the team, or pushing them to hit a goal. Even worse, there is no goal even visible to anyone that cares to know it. There is nothing on the walls, no marker boards, no visuals letting the B2B Telemarketing agents know how the team is doing that day. Certainly nothing that is showing them how they are doing in comparison to others.

Most organizations that provide telemarketing services aren’t like that, but I have seen it more times than I care to admit. And I just don’t get it. The telemarketing services industry is unlike any other. First off, let’s put it out there: making phone calls one after another all day long is not an easy thing to do. Keeping things fresh and exciting for the team is important. Continue reading

QCS Announces Sponsorship at Upcoming PACE Orlando Convention


Quality Contact Solutions (QCS) is proud to sponsor the upcoming PACE Convention in Orlando, FL April 3-5, 2016. PACE is an acronym for Professional Association for Customer Engagement. QCS has been an active member for nearly 10 years. QCS owners, Dean & Angela Garfinkel, have been active PACE supporters for 15+ years. Dean currently serves as the Treasurer on the PACE National Board of Directors. Angela currently serves as the Marketing Chair on the PACE Central Chapter Board of Directors. Continue reading

Effectively Leveraging Telemarketing Services to Qualify Leads

outsourced telemarketing data collectionBy Ryan Adopac, Trainer

Generating qualified sales leads is challenging. One common method of generating sales leads is cold calling a purchased prospect list. But let’s face it: cold calls are not pleasant. In order to maximize a professional sales team’s effectiveness, many companies leverage a telemarketing services firm to conduct the cold calls to qualify sales leads. The use of an outside firm is called outsourcing.

My background is in telemarketing and telemarketing lead generation, with a particular focus on B2B telemarketing. Specifically, I work with our operations managers to conduct training for all new and existing client programs. With that background and experience, I’ve observed that some programs are less successful than others. As I look for similarities and differences between the programs, I’ve come to the conclusion that there are 5 key pitfalls that can cause a potentially successful telemarketing lead generation program to fail. Continue reading

In-house vs. Outsourced Telemarketing Services Cost Comparison

outsourced telemarketing data collection

By Angela Garfinkel, President

When an organization is considering the use of outsourced telemarketing, the often unstated question is “how does the quoted cost compare to my internal cost if I choose to build a team in-house?”. That is a valid question and one that should be addressed. The key is to identify all of the cost components to ensure an apples to apples telemarketing services cost comparison. Continue reading