How to Determine Inbound Service Level Goals

By Shannelle Krebbs, Operations Manager

Inbound Service Level GoalsDetermining 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

Telemarketing Appointment Setting Best Practices-Part 1

By Angela Garfinkel, President

Telemarketing Appointment Setting Best Practices: Part 1

Author note: This is the first article in a 3-part series.

Telemarketing appointment setting is a cost-effective way to use less expensive people resources to set appointments for your salespeople. The best telemarketing appointment setting initiatives have these things in common:

  • 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)

Appointment Setting
If any of these core components are not optimized, then your telemarketing appointment setting program will not produce the highest Return on Investment (ROI) possible. Continue reading

Important Forecasting Considerations for Inbound Contact Solutions

By Rich Hamilton, Director of Marketing & Product Development

Contact SolutionsIt’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.

Author note: When I refer to inbound contacts, I’m talking about inbound voice contacts plus the other non-voice contacts that contact centers are responsible for handling, including email, text and chat.

Have you ever sat on hold, trying to call a company and finally gave up, never to interact with that company again? Making sure that your Inbound Contact Solutions operation is properly staffed is super important. Whether this is a first impression or an angry customer that is giving the company one last chance, each inbound contact can be vital. Continue reading

Worthwhile Work = Success at Telemarketing Agencies

At Quality Contact Solutions we have seven core values that guide how we behave. One of the most important of those core values is Conducting Worthwhile Work.

What is Worthwhile Work for Telemarketing Agencies?

Telemarketing AgenciesI can’t tell you how many times per week I get a telemarketing call and before the call is completed I find myself shaking my head. I shake my head because so many telemarketing agencies engage in practices that harm our industry. There is a stigma that is associated with the telemarketing industry and that stigma exists primarily because of a small number of companies that have no regard for poisoning the well for the rest.

Okay, that was a tiny rant. Reeling myself back in before I really fall down the rabbit hole.

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‘Tis the Season… For Inbound Telemarketing Overflow

By Ryan Apodac, Operations Manager/Trainer

Busy season can be vastly different from one business to the next. Many people think of the holiday busy season as Black Friday through Dec 31st. For one of our clients in the party supplies business, they do 80% of their business in the six weeks prior to Halloween. For another client in the energy business, their busy season is defined by the state’s public service commission’s rules surrounding when they can market to new customers and sign them up for an agreement (typically in March and April of each year). Continue reading