Tag Archives: Call Center Monitoring

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

Why use call monitoring in your call center

By Marcia Jenkins, Senior Operations Manager

For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.

What is Quality Assurance Call Monitoring?

Call MonitoringWhat is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.

Call monitoring also provides key info to the client. What are the trends from the customers? What offers are working? Where might the “Script” need to be reworked? A good quality assurance team will provide inside information to ensure a positive ROI. Continue reading

Overcoming Challenges with Telemarketing Services in 2018

By A.J. Windle, Director of Operations

Telemarketing Services Goal for 20182017 was a fun, busy, exciting, and ever-changing year in our telemarketing services company. Looking back on the year has allowed our team to focus not only on our accomplishments but also evaluate and improve on ways to overcome our clients’ challenges (the key reason we exist!).

Here at Quality Contact Solutions we partner with clients everyday who are looking for ways to help them overcome their business challenges. They turn to Telemarketing Services because they need a more productive channel than they are currently using. In some cases, they have aggressive growth goals and have heard what we can do. Some clients want to test a new strategy. Whatever the specific challenge is, at its root, is the necessity to retain and grow the business year over year. This was the biggest challenge of 2017 and with no doubt that focus will be continued in 2018. Continue reading

Coaching for Improved Outbound Telemarketing Performance

By Marcia Jenkins, Senior Operations Manager

Is your coaching effective? If yes, the next time you listen to your outbound telemarketing sales rep, you will hear the changes in their calls. If not, you will have to coach on that issue again. If you find yourself conducting repeated coaching with the same reps with the same issues, then a key question to ask may be, “are you a good coach?”. Here are some easy ways to implement suggestions that are guaranteed to improve the quality of your coaching with your team.

Be Positive!

outbound telemarekting and a woman writing on a chart the ways to be successfulWhen thinking back to coaches you have come in contact with over the years or coaches you see in professional sports, you probably have a positive connotation. The good coaches inspire a team and individuals to work or play to their potential. Good coaches are positive! Continue reading

How to Find an Inbound Telemarketing Services Call Center

By Nathan Teahon, Vice President

A Blue Phone in a Blue CircleFinding an Inbound Telemarketing Services call center honestly isn’t that difficult. Finding the right Inbound Telemarketing Services call center is something that can be a little bit tricky. Also, nothing is worse than finding the wrong Inbound Telemarketing Services call center. So, let’s say that you already have a call center in mind but you know very little about their organization. Of course the first step is having a conversation with the key players within the organization. You have two primary objectives during that initial conversation. Continue reading