Tag Archives: Inbound Call Center

‘Tis the Season… For Inbound Telemarketing Overflow

By Ryan Apodac, Operations Manager/Trainer

Busy season can be vastly different from one business to the next. Many people think of the holiday busy season as Black Friday through Dec 31st. For one of our clients in the party supplies business, they do 80% of their business in the six weeks prior to Halloween. For another client in the energy business, their busy season is defined by the state’s public service commission’s rules surrounding when they can market to new customers and sign them up for an agreement (typically in March and April of each year). Continue reading

Ensure a 5 Star Inbound Call Center Outsourcing Experience

By Melissa Werth,  Customer Service Supervisor

Author note: When I use the term inbound calls, I am also referring to other customer contacts like text, chat, and email. In today’s inbound customer service model, all of these customer contact types are viewed interchangeably.

Inbound Call Center OutsourcingYou’ve made the decision to employ inbound call center outsourcing to save money, improve service or both. Inbound call center selection is not easy. There are lots of call center options. And after you’ve made the decision, you need to be prepared to make a heavy investment of time with the new team to ensure they are successful. Many executives and managers overlook the importance of the time investment when they are developing the plan.

To ensure your outsource initiative is successful, here are some keys to ensure success. 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

Minimum Technology for Inbound Call Center Vendors

By Nathan Teahon, Vice President

Call Center VendorIt amazes me when I visit a call center for the first time and see how ill-equipped some call center management teams are when it comes to having the right technology to manage their teams.

While there are many standard features in Inbound ACDs and multichannel call management platforms, there are three technology features that are absolutely essential for call center vendors. Continue reading

Do You Need a 24×7 Contact Center Vendor?

By Patricia Qvern, Operations Manager

Contact Center VendorAs consumers, we want every call center that provides us service to operate 24 hours a day, 7 days a week. We want to be able to call and order a “thingamabob” at 1:00 AM, as well as, reach a live person to help when it’s 90 degrees and the air conditioner stops working. As consumers, we LOVE to have the convenience and reliability to pick up the phone and get what we want or need on our time schedule. The reality is, we don’t always get what we want and must compromise and call back during regular business hours and in some instances, it’s perfectly okay – just a little inconvenient.

But what about the times when you need immediate customer service? And how does a business determine if offering 24×7 inbound call center services is necessary? Continue reading