Tag Archives: Inbound Call Center

How to Have Fun in Inbound and Outbound Telemarketing

by Shannon Svasek, Operations Manager

Outbound Telemarketing Employees celebrating with a pink ballLet’s face it, telemarketing isn’t always “fun”. As an operations manager in an outsourced telemarketing agency with agents in a brick and mortar setting as well as in an at home setting, I know first-hand what it takes to make the job fun for the agents. But before I tell you my secrets, let me take you through the job. It’s not easy work. It takes dedication, self-motivation and the drive to want to succeed. Think about these items when creating incentives: Continue reading

How to Create Inbound Telemarketing Incentives That Work

employee_receiving_awardby Kaela Heft, a Customer Service Supervisor

Managing Inbound incentives for Telemarketing Services can be pretty easy if you know your team, what they like, and what drives them. It’s also the fun part of the job, for both the frontline team and us as managers. It’s a tough job, and shame on us if we don’t take every opportunity we can to make the job more fun. Continue reading

Top 5 KPI’s to watch with Inbound Telemarketing Services

By A.J. Windle, Sr. Operations Manager

Managing Inbound Telemarketing Services can be extremely fun and extremely difficult at the same time. Sure the concept is easy, just answer calls and service the customer. Well the fact of the matter is while it can sometimes sound simple it definitely isn’t always that easy. By isn’t always, I actually mean never is it that simple. Continue reading

Inbound Calls Improve Outbound Marketing Program Results

outbound marketing agent

By Angela Garfinkel, President and Founder

In the 80’s and 90’s, outbound marketing agents never provided a direct callback phone number when placing outbound marketing calls. The response to the question, “Can I call you back?, was always something like,”I’m sorry, but I’m calling on an outbound line and I can’t receive inbound calls”. Another common response outbound agents were coached to use was “I’m sorry, but I’m on and off the phone constantly all day and it is very difficult to reach me. I’ll just give you our toll-free number and you can speak to anyone who answers the call.” Continue reading

How to Select Inbound Call Center Vendors

By Nathan Teahon, Director of Operations

One of the more nuanced categories of outsourced telemarketing is “Inbound Call Center Vendor Selection”.  If your company decides to use outsourced telemarketing, selecting the best inbound call center for your company can be daunting. There are so many call centers out there.  What should you consider to ensure selecting the right one? Continue reading