Contact Center Management: What’s in a Role?

By Megan Hottman, Operations Manager and Brand Evangelist

contact center managementI’ve had the opportunity to work with a number of outsourcing organizations over the years. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Effective contact center management can make it or break it from a customer experience standpoint. Continue reading

Indiana Telemarketer Registration Update

By Angela Garfinkel, President

Outbound TelemarketingThe State of Indiana has amended its Telemarketer Registration law as of July 1, 2019. Effectively the amendment to the existing statute removed the numerous exemptions that sellers and telemarketers previously relied on.

Did you know that inbound call centers (and sellers that employ them) that do any type of sale are now required to register in Indiana as a telemarketer? Inbound calls are now covered by the law.

Did you know that telemarketing companies conducting B2B and B2C outbound telemarketing sales calls (and sellers that employ them) must register? B2B outbound telemarketing is now covered by the law.

Did you know that if you employ a telemarketing or call center firm for making outbound telemarketing sales calls or handing inbound sales calls, your company is most likely also required to register as a telemarketer in the state of Indiana?

And speaking of changes to the Indiana law — another key change is a requirement to promptly disclose the sales agent first and last name and the company they work for in the beginning of a sales call (if calling a consumer or business for sales purposes in the state of Indiana). Check your scripts and update them accordingly.

Angela Garfinkel is the President and Founder of Quality Contact Solutions, a leading outsourced telemarketing services organization serving the healthcare, financial services, automotive, market research, professional associations and numerous other B2B focused verticals. Angela has the pleasure of leading a talented team that runs thousands of outbound telemarketing program hours daily. Angela is also a certified Self-Regulatory Organization (SRO) auditor with the Professional Association for Customer Engagement and she is a designated Customer Engagement Compliance Professional (CECP). Angela can be reached at [email protected] or 516.656.5118

Telemarketing Compliance Consulting Success Story

By Rich Hamilton, Director of Marketing & Product Development

Creating the perfect telemarketing compliance program is challenging.

telemarketing complianceOutbound telemarketing managers will tell you that ensuring their outbound telemarketing is compliant is one of the things that keeps them up at night. Whether the telemarketing operation is internal or outsourced, the responsibility for ensuring compliance with the ever-changing telemarketing laws, regulations and statutes can be a tough job. Continue reading

Call quality monitoring best practices: Making the case for collaboration

By Marcia Jenkins, Senior Operations Manager

Question: Do your call center agent supervisors and quality assurance analysts partner for success?

Call quality monitoring best practices In this article, you’ll learn why best in class call monitoring is based on collaboration between supervisors and quality assurance analysts. In fact, there are 3 primary components of building collaboration.

Here’s the most common issue. All too often, quality assurance is a remote department rarely seen and never directly heard from. In my experience, a really great call center team works to integrate the feedback to the agents to ensure a consistent message is delivered to the agents. Quality assurance is not on an island or behind closed doors. Quality assurance is part of the team. Continue reading

Call Monitoring: The Case for Quality over Quantity

By A.J. Windle is the Director of Client Engagement

People ask me all the time. How many evaluations should be done for an effective call monitoring program in our call center? The mindset is the more evaluations the better. While conceptually that makes sense, listening to more calls doesn’t make your representatives great. In my opinion, it is the quality of the call evaluation, who delivers the feedback to the agent and how the feedback is delivered which impacts behavioral habits. Continue reading