Tag Archives: Call Center Monitoring

How to Get Quality Appointments Using Telemarketing Services

By AJ Windle, Senior Operations Manager

Qualified Sales Leads Rankings through Outsourced TelemarketingWhat would you say if I told you “You can have endless appointments at your disposal”? What would you do if I told you “You will get so many appointments, you will need to consider hiring more staff”? Would you read my article if I said “all the answers will be revealed below”? Well, this isn’t an infomercial for a secret money making scheme so I can’t say all those things. Gotcha! I do know, however, that appointment setting is tough and after setting over 5000 appointments via telemarketing services, I have learned a thing or two on how to increase the number of appointments that you are getting. Here are my top 5 tips that will help you increase the appointments that you are getting in your current telemarketing services program. Continue reading

5 Best Practices For Selecting An Outbound Marketing Vendor

By AJ Windle, Senior Operations Manager

Outbound Marketing Vendor Selection for B2B telemarketing can be difficult. Where do I start? Which center is the best? How will I ensure I am getting the best results? While there is no perfect formula, let’s take a look at some of these best practices to help point you in the right direction:

Understand “Your” Needs

First, Outbound Marketing Best Practices - Words written on clear boardyou must understand “your” needs.  It seems simple doesn’t it? Well it’s one of the most common mistakes people make. During the outbound marketing vendor selection process you will talk to a number of B2B telemarketing call centers who give you great reasons why you should select their company. My advice is to not get caught up in the glitz and glamour of promises but to really take a moment to look at the objective of what you are trying to accomplish. Take time to write down the purpose of the program. What experience do you need? What end results are you trying to accomplish?  Create a wish list of what your needs are. These are your core needs.  I advise that you should never sacrifice on any of your core needs during the outbound marketing vendor selection process. Truly understanding your needs and the needs of the program will help make the process easier when looking for a new B2B telemarketing vendor. Continue reading

List Segmentation for Outbound Marketing

outbound marketing

By Nathan Teahon, Vice President of Operations

Here’s a fact: Just as people have a unique set of strengths and weaknesses, outbound marketing call center operations also have distinct strengths and weaknesses. Here’s another fact: the customers that we call via outbound marketing also have distinct characteristics that differentiate them. Based on this fact, why do so many outbound marketing campaigns treat customers the same? I believe that failing to segment an outbound marketing list is a huge missed opportunity. Continue reading

Outbound Marketing Quality Monitoring Tools

outbound marketing

Is your company’s quality call monitoring all about the Quality Assurance (QA) form? Did the representative use a rebuttal? Check. Did the representative offer features and benefits? Check. Did the representative upsell/cross-sell? Check. Many outbound marketing companies use the QA form to simply check off the boxes, but effective call monitoring consists of much more than just going through the motions. Quality call monitoring should identify coaching opportunities to help your representatives be more successful, which will make your clients happier.   Continue reading

Telemarketing Quality Assurance: Lessons Learned

What I learned from monitoring thousands of calls last year

By Heather Dubas, Operations Manager

A new program has started in your call center.  Everything has gone as planned.  Set up- check, training- check, calls begin- check.  Now there are recordings piling up that you must listen to and critique, making sure quality is at its best.  This can be a long and daunting task.  As an Operations Manager for Quality Contact Solutions, last year I listened to thousands of calls.  To make my monitoring time more productive, I’ve created my own cheat sheet of best practices.  First off, I believe that telemarketing quality assurance is the heartbeat of any outsourced telemarketing program and if it flat lines, it can be the death of it.  Here are the top 5 things to consider when creating quality assurance processes for any telemarketing program, whether its B2B telemarketing or B2C telemarketing: Continue reading