By Angela Garfinkel, President
When our company first started working with associations and membership renewals telemarketing, I was a bit surprised to learn that placing telephone calls to renew professional individual memberships must comply with all telemarketing regulations. I had assumed that because the membership is a professional membership based on the career area of an individual, and because the calls are typically placed to the professional at their work phone number, the calls must be exempt from the consumer telemarketing regulations. I was wrong.
There are four primary areas that associations must be aware of and comply with: Continue reading
By Heather Dubas, Senior Operations Manager
I recently read the book A Rowers’ Code and the message in the book has really stuck with me. To be successful, it is important to build a great team and one of the keys to doing this is creating relationships. Having a great relationship with the members of your team is key to the quality of your work. The book’s message is that your business is like a ‘boat’ and you must fill that boat with people that all want to work hard and move in the same direction for success. Most of us have been on a boat and believe me, nothing is scarier than having people on that boat that move in a different direction and start rocking that boat. You must build relationships with people so that you can fill your ‘boat’ with individuals that want to go the same direction. Here at Quality Contact Solutions, I am very fortunate to be part of a great team as well as having the privilege to work with many call center management teams that really know how to build great relationships and fill their ‘boat’ with the best people around! Continue reading
By Marcia Jenkins, Senior Operations Manager
In 2017, 30% of associations reported that their membership decreased. In the same year, 15% reported that their membership stayed the same. So, combined 45% of associations decreased membership or stayed the same. ¹ The key to ensuring year over year membership growth is renewing existing members. One consistently successful tool to renew expiring and lapsed members is through membership renewals direct marketing, otherwise known as telemarketing.
To ensure successful membership renewal telemarketing calls, there are a few key points to consider. You need a great script and front-line telemarketing agents that can build rapport and value in the renewal in just a few short minutes. That can be tricky! Continue reading
By Nathan Teahon, Vice President
Procrastination is a funny thing, but not something that is typically described as being “ha ha” funny. It’s definitely not funny for associations that deal with members that procrastinate renewing their memberships. The biggest question for associations is why is there an issue with procrastination for their membership renewals, and why using telemarketing services for membership renewals is the best way to combat this issue. Below are some of the top reasons that members procrastinate with their membership renewals.
Membership Renewals Timing
Sometimes bad timing just works against you. Every company has their own budget cycle and time of the year that they get accustomed to paying certain dues. Also, the timing can be an issue when a person leaves a company and is replaced. Things fall through the cracks and this is often one of those things. What makes this scenario more frustrating is that reminder emails and potentially invoices continue to go to someone that is no longer with the company. Eventually in these scenarios they might end up getting to the appropriate person, but often this can become a black hole scenario. Continue reading
By A.J. Windle, Director of Operations
Cell phones. These magical handheld computers have come a long way since the days of vehicle bag phones. We’re now a mobile society with over 90% of Americans now owning a cell phone. It boggles my mind that more businesses are not utilizing texting in their call center. The primary opportunity is to text enable your company’s main business number, your customer service phone number, and your customer service and sales team’s DIDs.
Here at QCS we have taken a proactive approach to increasing outbound call program response rates and inbound customer service satisfaction by adding text communication to the mix. Continue reading