By Megan Hottman, Brand Evangelist
The workforce continues to globalize. The ability to work from anywhere certainly has not lost its appeal in the last few years. Technology has made it possible for outsourced call centers to leverage a remote workforce both effectively and efficiently outside of traditional offices, which is great! Outsourced call centers gain a distinct advantage of being able to hire from different cities, gaining access to additional talent pools, decreased overhead costs and increased employee satisfaction. Continue reading
By Ryan Apodac, Operations Manager/Trainer
Congratulations! You oversee a team of outbound telemarketing appointment setters in a call center. The bad news is that for the past 3 months, booked appointments have steadily declined. As a result, you schedule a training session, then another training session, and finally when things aren’t improving, yet another training session. Things still aren’t improving, and you now begin to see your attrition increase, your employees are losing focus, and sales are dropping. What’s the problem? You trained them, didn’t you? The problem is that your issue may not require training at all. You may be contributing to the problem by over-training your outbound telemarketing appointment setters.
How do you know when you are over-training your outbound telemarketing appointment setters? Call center agents will start to exhibit some of the above signs when you have given them too much training. Over-training is an expensive mistake that too many in our industry make. Continue reading
By Megan Hottman, Brand Evangelist
One of the services we specialize in is outbound lead generation. We provide thousands of qualified leads to our clients on a daily basis. One of the activities that drives the demand for our services is pipeline management. In most organizations, sales pipeline management is an activity owned by the Sales VP or Director. We partner with those individuals to assist them with keeping their sales pipeline as full as possible – ensuring they are in a position to achieve their sales goals every month. Continue reading
By Angela Garfinkel, President
Call centers price their services in a myriad of ways, but the two primary cost structures are “per hour” and “per minute”. Outbound call programs are typically priced per hour. Inbound call handling programs are priced hourly if the team of call center agents are dedicated to the client, or per minute if the call center agents are shared with other clients. In this article, I’ll share how to calculate call center outsourcing cost for outbound calls.
Outbound call center outsourcing cost
There are typically 4 different components that you will see on a call center invoice.
- Telemarketing hours
- Training hours
- Setup fee
- Monthly management fee
By Heather Dubas, Senior Operations Manager
The foundation of our call center operation is our owner-operated call centers. With 17+ owner-operator call centers throughout the U.S. and Canada; Quality Contact Solutions has the capacity and depth to conduct all types of outbound and inbound call center programs. Owner-operators are passionate about doing great work and hands-on, ensuring success on each client program.
With an outstanding list of clients, we’ve been fortunate to attract and work with the best owner-operators in the call center industry. One of our favorite owner-operators is a telemarketing firm in Nebraska. Worldwide Access Solutions, Inc. (WASI). Continue reading