Tag Archives: Call Center Monitoring

Monitoring Your Salespeoples’ Gatekeeper Skills

Is your business to business telesales program performing below par?  What’s wrong?  This could literally be a million dollar question.  It could be any number of things.  Most smart telesales managers will tend to look at the pitch, the offer, the close, or perhaps the call list. It could be any of those things.  Those are great variables to constantly evaluate and many times a small adjustment will yield tremendous results.  However, one of the most overlooked pieces of the equation can be successfully getting past the gatekeeper to a decision maker.  In fact, I’ve found that most often getting to a decision maker is 75% of the battle.

So, if that is true, why is it one of the last things to be evaluated?   Continue reading

Defining the Right Goals

AJ Windle, Senior Operations Manager at Quality Contact Solutions is featured in the October 2013 Connections magazine.   Read his article about key fundamentals to think about when defining the right goals for your B2B Telemarketing Sales campaign or other programs in your call center:

“The Super Bowl, an NBA title, the Stanley Cup: These are all examples of goals that each team within these sports strives for every season. Each represents a purpose for all things leading up to a final achievement. Goals are set by individuals and teams as a means of getting somewhere. But it’s not enough to see the end; you need to build a strong road map…”  –Defining the Right Goals article

Read the whole article at Connections Magazine.

Top Ten Tweaks for Peak Success

Angela Morris, QCS President, writes The Essential Outbound Call Center Checklist:  Top Ten Tweaks for Peak Success

June 2009

If you’re like most call center managers, your daily routine is relatively consistent. Most likely, you haven’t recently taken the time to evaluate what is working and what needs to be changed.

Typical call center organizations and the employees within those organizations have ways of doing things that are tightly woven in the fabric of their operations. It’s difficult to tell why things are done a certain way – they just are. After all, when something is working, why change it? Or why even question it, for that matter? Call center operations success requires a delicate balance of many components, and it is often best to leave things alone. However, with careful evaluation you can tweak your call center practices and set up your team for even more success. Continue reading