By Kelli Barabasz, Vice President of Operations
Working with inbound call center services in the call center industry for over 25 years I get a lot of questions. One of the most common I am asked is, “Aren’t all call center’s the same, I mean a call center is a call center, right?”. Well, there is a straightforward answer to that question…. No, call centers are different, specifically those that provide inbound call center services.
By Angela Garfinkel, President
When it comes to telesales best practices, evaluating your training program is typically at the top of the to-do list.
Telesales training can be painful, both for the trainees and for the trainer. Why is it so painful? Primarily because the training is typically not very effective. Here are three ideas that will immediately improve your telesales training. Continue reading
By Nathan Teahon, Strategic Account Manager
In the world of inbound call center outsourcing, many things are going to factor heavily in deciding which call center to use for inbound call handling. Those factors are going to include things like location, agent quality, experience, facilities, reporting capabilities, the likability of management staff, certification requirements such as HIPAA, PCI Level 1, as well as several other factors. Indeed, one of those things is going to be price.
Now, as it pertains to price and before diving into models and numbers, it’s important to note a couple of things. First, these models and prices discussed in this article are for domestic inbound programs placed in U.S. call centers. You can utilize offshoring for call center outsourcing if you are looking for the best prices. Still, there are several reasons why telemarketing services are best in the U.S. Second; it’s important to note that not every inbound program is created equal. The level of complexity, amount of training, and overall talent of agents required for a particular campaign can affect pricing.
By Megan Hottman, Operations Manager and Brand Evangelist
This call center requirements checklist provides 10 essentials for evaluating potential call center partners. We know how time consuming and how tedious the process can be to find the best call center for your business, so we’ve made it simple for you. This call center requirements checklist includes points to consider and help guide the decision-making process.
Before you can even get started speaking with call centers, it’s important to understand why you’re looking to a call center partner to begin with. The clearer you are about your objectives, expectations, and desired outcomes, the easier it will be to weed out those who are not top contenders. Continue reading
By Marcia Jenkins, Senior Operations Manager
Many companies outsource their inbound call center work. What are you missing out on? What are the benefits?
We all want our call into customer support for any reason to be handled professional and timely. When you outsource your call center work to a trained and highly skilled group of agents, it benefits you because your customers had a good experience. Continue reading