Outsourcing to an Outsourcer

Nathan Teahon, QCS Director of Operations Espouses Benefits of Using a Telemanagement Company to Manage Inbound and Outbound Telemarketing Programs

Working in telemanagement for me has been a very gratifying experience. I also believe that it has been a very gratifying experience both for our clients and the call center partners that we work with. But outside of that circle that has very close links to our telemanagement process I still get the sense that many feel it’s an abstract concept. Some of the initial questions that pop up include if we have a physical call center, are we brokers, is our service quality monitoring, and more. Those questions, however, are all very easy to answer within just a few minutes.

The one question that does sometimes pop up that is nails on the telemanagement chalkboard is, “Why would I want to outsource to an outsourcer.” Now, is this a totally unreasonable question? No, of course not. If you have never lived with the telemanagement process then you don’t know what you don’t know and it ends up being a good opportunity to educate others on the process. Nonetheless, the question still makes me want to bang my head against my desk at times. If the process was just “outsourcing to an outsourcer”, then it would not be telemanagement at all, it would be nothing more than brokering. Finding an appropriate call center to handle the calls for our clients is merely the first step in the value that the telemanagement process provides.

The value that the telemanagement process provides our clients is that they don’t have to worry about managing the call center directly. If a company has a product or service that they are selling for example, they are most likely experts regarding their product or service and the corresponding industry. They are 95% of the time probably not experts regarding the call center industry, so why does it make sense for them to manage a call center? Our goal for our clients is to allow them to focus on the things they are experts at. Let it be our job to work hand in hand with the call center to insure things go smoothly. One client for QCS said, “The reason that I prefer the telemanagement model that QCS operates on is because it puts an expert in the industry right in the middle of my business. I have the comfort level knowing that my business is in highly capable hands and is being taken care of and watched over very well. This allows me to focus on other issues that impact my industry and my specific customer base. I rely on QCS to be the eyes and ears for me while I tackle other challenges that are equally as important to managing the business.”

It’s certainly a win for our clients, but what about our call center partners? It’s a win for them as well. Instead of having a client that is not familiar with the call center industry all of their contact is with us and part of our job is to make the lives of our call center partners easier. Once one of our partners has completed a program with us, it’s very simple for them to set up following programs after that. We help them in every phase of project setup, including training development and execution. Once a program is up and going, we stay involved on a daily basis with data and reporting, quality assurance, and overall project management. Mike Needham with Premiere Business Solutions has been working with QCS for over a year and said, “Working with QCS and their model has been a pleasure. They are very devoted to making things easier for us and helping to put us in a situation where we can be successful for them and their clients. It’s been a great partnership.”

Telemanagement is much more than just “outsourcing to an outsourcer.” At least good telemanagement is. This was a high-level look at the value telemanagement can provide, both for our clients and our call center partners. If you want more information regarding the specifics of our telemanagement processes, please don’t hesitate to contact us. I promise I won’t bang my head on any desks.

Dean Garfinkel Joins Quality Contact Solutions

(Aurora, Nebraska) – Angela Morris, President of Quality Contact Solutions (QCS), is pleased to welcome Dean Garfinkel as her new company partner. As his first order of business, Garfinkel will expand the technology solutions available to their call center clients.

In addition, Morris and Garfinkel will soon be announcing a host of new, innovative call center technology solutions that will fall under the QCS umbrella. “Our new technology-driven products will ensure our clients have access to leading edge contact solutions,” said Morris. “QCS offers unparalleled experience and capabilities, and Dean adds a whole new layer to the organization that our customers will appreciate.”

Well-known within the telecommunications and teleservices industries, Garfinkel has more than 30 years experience in a wide-range of technologies, including TDM, SS7, IP, VoIP, WIFI and Wireless, and specializes in value-added solution development. Garfinkel invented TeleBlock®, a patented call routing system, which has become a national telecom standard and is sold by telecom carriers including AT&T, Verizon, Qwest and PaeTec. He is a leading expert on telecommunications, Caller ID and Do Not Call compliance, and is a regular speaker within the industry circuit.

Garfinkel is a member of the National Board of Directors of the American Teleservices Association, and was instrumental in developing and implementing the Self-Regulatory Organization (SRO), which has been credited by the Federal Trade Commission as a positive step in the teleservices industry.

Headquartered in Aurora, Nebraska, QCS and its divisions, QCS Telemanagement, QCS At Home, Quality Online Solutions, and Quality Voice & Data, create customized in-house and outsourced call center solutions to boost inbound, outbound, or online call center results. A value-added approach ensures each customer contact is enhanced through higher quality and increased productivity.

Angela Morris is an industry-leader in call center operations and performance management, with more than 20 years experience. She has been extensively involved with the American Teleservices Association, and is a founding member of the ATA Midwest Chapter. She is a frequent writer and speaker on call center performance and regulatory compliance. Morris holds a B.S. in Telecommunications Management, an MBA, and is a certified ATA-Self Regulatory Organization auditor.

Angela Morris Receives ATA CEP Designation

Aurora, Nebraska –  Quality Contact Solutions announced that Angela Morris, President of Quality Contact Solutions (“QCS”), has been awarded the designation of Customer Engagement Professional from the American Teleservices Association (“ATA”).

The Customer Engagement Professional designation is the culmination of Ms. Morris’ active involvement in the ATA at both the national and chapter levels.  Ms. Morris frequently speaks at industry events on call center performance improvement, productivity and compliance.  Ms. Morris is also certified as an ATA Self Regulatory Organization auditor.  Ms. Morris has been an ATA member since 1992 and was a founding member of the ATA Midwest Chapter board where she currently serves as marketing chair. 

As a recognized industry leader with more than 20 years of experience, Ms. Morris views Customer Engagement Professional designation as a valuable program that will encourage education, participation and leadership within the call center and teleservices industries.  Ms. Morris noted, “I am fortunate to work throughout the call center industry with some exceptionally talented and dedicated people.  Often-times those people are not formally recognized.  The Customer Engagement Professional designation gives professionals at all levels within an organization an opportunity to work towards and attain formal recognition.” 

Angela Morris and Quality Contact Solutions:  Angela Morris is the Founder of Quality Contact Solutions and holds B.S. in Telecommunications Management, an MBA, and is a certified ATA-Self Regulatory Organization auditor.  Quality Contact Solutions and its divisions, QCS Telemanagement, QCS At Home, Quality Online Solutions, and Quality Voice & Data, create customized in-house and outsourced call center solutions to boost inbound, outbound, or online call center results. A value-added approach ensures each customer contact is enhanced through higher quality and increased productivity.  For more information about Quality Contact Solutions, please visit qualitycontactsolutions.com

Customer Engagement Professional Designation Program: The Customer Engagement Professional (“CEP”) Designation program is jointly managed by the American Teleservices Association and its partner, The Taylor Institute of Direct Marketing at the University of Akron.  The CEP program is the first-ever professional designation for customer engagement.  CEP designation is designed to recognize members of the ATA who have completed a series of educational events and activities and have tested into this elite group of professionals. The designation is available to all ATA Members and Associate Members across all business units.   

 

 

B2B Appointment Setting Tips

By Angela Morris

July 2011

There are 5 key components to a successful business to business appointment setting program.

List

Business to business appointment setting is a tenuous balance between a numbers game and creating a work of art. A successful appointment setting program begins with developing the criteria for what types of businesses you want to target, what size of businesses you want to target and what level of decision-maker you want to target. A wrong list selection can doom the program from the start. An on-target list selection gives your program a running head start.

Offer

Why would a business owner or manager want to accept the offer of an appointment? It’s the classic question of, “What’s in it for me?” WIIFM. Spend some time developing talking points that clearly answer this question and you’ll be on the right track. Again, the art of creating the program is in the answer to this question. It may also be beneficial to offer an incentive in exchange for the appointment. Try to make the incentive relevant to your business if possible (discount offer, free trail, etc.)

Professional and Memorable

Every good B to B representative knows how to engage the gatekeeper and their prospect in a professional, yet memorable phone conversation. It is important to make a positive impression, while at the same time engaging the prospect in such a way that they remember you and subsequently honor the set appointment when the time comes.

Record Keeping

It is important to track every appointment and to document the results of each appointment. Feed these results back to the appointment setting team so that they can make adjustments to their approach that minimize no-shows (Yes, there will be no-shows!) and increase back end sales rates.

Persistence

Most businesses do not have unlimited prospects within their target market. once you’ve identified your top prospects, engage in a perpetual B to B appointment setting and lead nurturing program. By perpetual, we recommend calling your prospects and sending a postcard or other direct mail piece every 2-3 months. A “no” today could be a “yes” in a couple of months when their situation changes. Studies show that it takes an average of seven impressions with a prospect before they start to actively recognize who you are. The more competitive the market, the number may be significantly higher than seven.

QCS Expands At-Home Call Center Operations

Aurora, Nebraska – Angela Morris, President of Quality Contact Solutions (“QCS”) is pleased to announce the expansion of QCS At Home, the work-from-home call center solution. “Answering the local communities’ call regarding the closing of two call centers in Nebraska, we had the unique opportunity to hire some very experienced business to business telephone sales professionals expanding our At Home team. These professionals will continue to conduct business for some of the same clients they have worked with for years,” stated Nathan Teahon, Director of Operations for Quality Contact Solutions.  “It has been a win-win-win solution for the employees, the local community and the clients” added Teahon.

QCS At Home was formed in the spring of 2010 to expand QCS Telemanagement’s capabilities for program development and testing by creating an At Home environment staffed with true veteran professions.  “We found many new client programs required a high degree of hands-on program development and incubation before being migrated to one of QCS partners via our Telemanagement model.  “QCS At Home has exceeded all of our internal expectations as the ultimate “test-bed” for program creation, testing and refinement. Creating the perfect program is like painting a masterpiece. These at home professionals are true artisans’ and together with our operations and client managers we are able to outperform our competitors by re-defining campaign creation,” stated Morris. 

QCS’s proprietary technology solutions have been key to the success of the at-home model.  The at-home management team has all the same capabilities that any brick and mortar call center manager would have, including the capability of real-time call monitoring, real-time computer/screen viewing, real-time reporting as well as historical archiving of events and call recordings.  All training is conducted using web enabled learning sessions.