Tag Archives: Inbound Telemarketing Services

Inbound telemarketing supervisor profile

By Marcia Jenkins, Senior Operations Manager

Melissa WerthInbound telemarketing may sound like a simple profession if you’ve never worked in an inbound telemarketing call center before. You answer the phone, look up answers for customers or prospects, solve problems, enter orders, upsell or cross sell, and note all the details in your CRM. Easy! Well… not really.

The most challenging aspect of handling incoming calls is that you never know what the next call will require. Some customers are having a great day and are super chatty and nice – which can be challenging if you have other calls in queue and you need to keep the average handle time down. Other customers are having a bad day and they are super angry and because you answered the phone, they want to take it out on you. Compound the different customer temperaments with the fact that many customers are calling because the available self-service options didn’t meet their needs, and this makes the call handling even more complex. Continue reading

Important Forecasting Considerations for Inbound Contact Solutions

By Rich Hamilton, Director of Marketing & Product Development

Contact SolutionsIt’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.

Author note: When I refer to inbound contacts, I’m talking about inbound voice contacts plus the other non-voice contacts that contact centers are responsible for handling, including email, text and chat.

Have you ever sat on hold, trying to call a company and finally gave up, never to interact with that company again? Making sure that your Inbound Contact Solutions operation is properly staffed is super important. Whether this is a first impression or an angry customer that is giving the company one last chance, each inbound contact can be vital. Continue reading

Inbound Call Goals in Call Center Outsourcing

By Shannon Svasek, Operations Manager

Call Center OutsourcingHow do inbound calls enhance outbound call programs? Many companies have an inbound customer service number. Customers can and do call in for a wide variety of reasons. They need to order an item or service, maybe they are unhappy with that item or service and wish to get a refund or perhaps to check the status of an order to name a few. But how do those inbound calls enhance the outbound call programs those businesses may be running? We will talk about that in a moment, but before any of that can happen you must have one really important piece – a great team! 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

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