By Julie Kramme, Sales Executive
So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be. Now you need to develop a message for your telemarketing staff to effectively convey on your behalf…You need a telemarketing script. But what does that look like?
What should be included in a telemarketing script?
For some call center agents, a traditional script that tells your agent what you want to say and how you want them to say it, works very well – especially for those new to the game who are still building confidence. The challenge with traditional scripting is that with time and repetition, message delivery can get a bit stale. So, how can we prevent that? Through training and motivation, or course! But that’s not the only way…
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
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?
I 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.
By Angela Garfinkel, President
TCPA Case Update
On March 16, 2018, the U.S. Court of Appeals for the D.C. Circuit released it decision in the ACA Int’l vs. FCC case, about 17 months after oral argument. The decision provided some relief for companies that use the telephone to make outbound telemarketing contacts.
The court’s decision set aside the Federal Communication Commission’s (FCC) broad definition of an automatic telephone dialing system (ATDS) and its reassigned telephone numbers ruling in 2015 but failed to provide relief for handling revocation of consent. Continue reading
By Nathan Teahon, Vice President
When utilizing outsourced call centers, there are many variables to consider when entrusting someone with your telemarketing campaign. One of those is choosing the appropriate compensation model. Below are the most common compensation models utilized by outsourced call centers.
Hourly Outsourced Call Center Compensation
Hourly pricing is the most frequently used pricing structure for the majority of outsourced call centers. The range of prices in this model, like all models, will vary depending on a number of factors. The level of call complexity, type of agent needed for success, size of the campaign, are just some of the factors that are typically considered when determining an hourly rate. Continue reading