Tag Archives: Call Center Monitoring

Best Practices for Inbound Telemarketing Services

Making Your Customers Happy Using Best-In-Class Call Center

Great Customer Service is Priceless; Bad Service spreads quicklyCall Center Customer Service, also known as Inbound Telemarketing Services or Customer Care can make or break your company.  Call Center or Inbound Telemarketing Representatives are the “Front line” for your company.  If your agents do the job right, you often have repeat business and certainly other potential customers will hear about the service. It’s unfortunate that some companies drop the ball. When a customer has a great experience they may tell a couple of people, but when they have a bad experience, they generally tell lots of people. Continue reading

Compensation Plans for Sales Agents

The world of outsourced telemarketing and B2B telemarketing has changed drastically over the last 15 years. The day to day world of a sales agent is different now as well, and is there any doubt that it has only gotten more difficult as time goes on? So, why do so many B2B telemarketing call centers insist on paying like it is 15 years ago? I say many, as it isn’t fair to lump everyone in the same boat. Many have adjusted, but not all. Continue reading

Why an At-Home Model Works for Outsourced Telemarketing

Some outsourced telemarketing programs don’t thrive in traditional call centers or in the traditional call center model. In fact, at Quality Contact Solutions we’ve found that complex business to business sales programs often get higher return on investment (ROI) in an At-Home model. Why is that? Continue reading

QCS Adds CECP Certs to TCPA Compliance Practice

October 13, 2015 (Aurora, NE) Quality Contact Solutions, Inc. announced today that Rich Hamilton, Director of Implementation and Team Improvement Leader, has been certified as a Customer Engagement Compliance Professional (CECP). The CECP certification program is provided by the Professional Association for Customer Engagement (PACE).  Hamilton is the second Quality Contact Solutions team member to earn this professional certification. Continue reading

TCPA Risks in Outsourced Telemarketing

By Angela Garfinkel, President, Quality Contact Solutions

If you missed the PACE TCPA Washington Summit in Washington DC, September 27-29, you missed the opportunity to hear from the best legal minds in the call center and outsourced telemarketing industry.

While the summit was focused on the fallout of the Federal Communications Commissions’ Telephone Consumer Protection Act (TCPA) Declaratory Ruling, attendees also learned about other risks that some outsourced telemarketing organizations and clients may not be aware of.

Here is a high level recap of the PACE TCPA Summit: Continue reading