Tag Archives: Blended Call Center

Inbound telemarketing supervisor profile

By Marcia Jenkins, Senior Operations Manager

Melissa WerthInbound telemarketing may sound like a simple profession if you’ve never worked in an inbound telemarketing call center before. You answer the phone, look up answers for customers or prospects, solve problems, enter orders, upsell or cross sell, and note all the details in your CRM. Easy! Well… not really.

The most challenging aspect of handling incoming calls is that you never know what the next call will require. Some customers are having a great day and are super chatty and nice – which can be challenging if you have other calls in queue and you need to keep the average handle time down. Other customers are having a bad day and they are super angry and because you answered the phone, they want to take it out on you. Compound the different customer temperaments with the fact that many customers are calling because the available self-service options didn’t meet their needs, and this makes the call handling even more complex. Continue reading

Size Considerations for Selecting a Telemarketing Company

Telemarketing CompanyBy Nathan Teahon, Vice President

Telemarketing companies come in many shapes and sizes. I have written many times about how a call center is like a person, and each one has their own strengths and weaknesses. Evaluating those strengths and matching them with a client or program that needs those strengths is a crucial first step in having a successful inbound, outbound or omni-channel call center program.

But where does actual size fit into this equation? Is a bigger telemarketing company always better? Surely a call center with 500 seats is better than one with 75, right? The answer isn’t so black and white and in many circumstances that might not be the case. Below are the top factors to consider when evaluating if a telemarketing company is the right size for your client or program. Continue reading

Inbound Call Goals in Call Center Outsourcing

By Shannon Svasek, Operations Manager

Call Center OutsourcingHow do inbound calls enhance outbound call programs? Many companies have an inbound customer service number. Customers can and do call in for a wide variety of reasons. They need to order an item or service, maybe they are unhappy with that item or service and wish to get a refund or perhaps to check the status of an order to name a few. But how do those inbound calls enhance the outbound call programs those businesses may be running? We will talk about that in a moment, but before any of that can happen you must have one really important piece – a great team! Continue reading

Successful Outsource Telemarketing Using Call Blending

By  Marcia Jenkins, Senior Operations Manager

Outsource TelemarketingOne of the best tools an outsource telemarketing or contact center manager has is the blended seat. A blended seat is a call center workstation that allows the call center agent to handle inbound calls, outbound calls, email, chats and text messages. Most call center management pros are adept at carefully constructing a plan where different call center agents are “skilled” for different types of contacts and by using skills and skills-based routing, the call center agents are kept busy with the contact types that they are most skilled at; however they are also available to handle non-primary contact types as needed to achieve the service level and customer satisfaction goals within the call center. Continue reading

Third Party Call Center Selection – Inbound Focus

By Melissa Werth, Customer Service Supervisor

Third Party Call CenterYour boss has asked you to find a third party call center for your inbound customer service or sales calls. You don’t know the first thing about what to look for, but it can’t be that hard, right? Here are a few things to consider and look for.

First, here’s a little bit of background: my area of expertise and focus is in inbound calls, including inbound sales and customer service. I believe that the front line team that speaks with your prospects and customers can make or break your business. While customers don’t see their face, they are the face of your business when the customer is calling in. Continue reading