Tag Archives: Inbound Telemarketing Services

When Looking for Call Center Options – Look at QCS

By Nathan Teahon, Vice President

When Companies are Looking for Call Center Options: QCS Wins with Team Members Like A.J. Windle

AJ Windle, call center optionsThe first time that I met A.J. (about 15 years ago) I was a part of a team that was hosting a site visit for a prospective client that was evaluating their call center options. I ran the call center for our corporate location, but this site visit was being held at one of our other sites where A.J. was a trainer as that was where we were proposing to put the work.

We carved out a small section of time for A.J. to come in and present to the prospective client about our approach to training. I am pretty positive that this was his first time presenting to a prospective client in this type of site visit where call center options were being evaluated. To boot, it was his first-time meeting members of management from the corporate office. The moment was not without stress, I would imagine.

In looking back, it’s not surprising that he killed his piece of the meeting. This site visit lasted the majority of a full day. His piece wasn’t longer than 15-20 minutes, but for the life of me I can’t remember much else about that visit or day. I only knew one thing, that I wanted that Trainer working in my facility, and I began plotting ways to make that happen.

I was never able to get him down to be my Trainer, but when the opportunity arose a few years later to bring him onto our team at Quality Contact Solutions it was a no-brainer. Since then he has played a critical role for QCS as a Senior Operations Manager and Director of Operations before transitioning into his current role as the Director of Client Engagement.

When evaluating call center options, you want team members that exhibit the qualities of hungry, humble, and smart. These are qualities that help create a winning formula. A.J. Windle exhibits all of those qualities for Quality Contact Solutions while helping his clients reach their call center goals.

At Quality Contact Solutions, we want members of our team to exhibit three qualities. Those qualities are Hungry, Humble, and Smart. A.J. epitomizes these qualities, and below is how.

When evaluating call center options, ask this: “Are the team members hungry?”

One of the things I have always appreciated about A.J. is his work ethic and ambition to grow both professionally and personally. He hungers to learn and is a sponge in the way that he soaks up knowledge.

A.J. is also very competitive and loves to WIN. He consistently goes above and beyond to put his clients in the best possible position to reach their goals. At the end of the day, no one is going to outwork A.J.

When evaluating call center options, ask this: “Are the team members humble?”

A.J. is all about the Team and is the first one to point out the accomplishments of others. At the end of the day, A.J. is focused on doing what needs to be done to ensure the client reaches their goals and checks his ego at the door.

One important thing about being humble though is being confident in your abilities and knowledge. A.J. is never afraid to voice his ideas or opinions and has a roll up your sleeve’s mentality.

When evaluating call center options, ask this: “Are the team members smart?”

Being smart is not actually referring to IQ, though A.J. is very intelligent. What this really refers to is smart in how you treat others, and this is one of A.J.’s top qualities. First, he has very high emotional intelligence so is very intuitive regarding reading a room or situation and how to react accordingly. His infectious personality and unrelenting enthusiasm lifts those up around him and allows him to form strong bonds with anyone he crosses paths with.

These qualities helped make him an outstanding Trainer more than a decade ago and allows him to thrive today in his role as Director of Client Engagement. We could not be more fortunate to have A.J. on our team.

Other Articles You Might Find Interesting:

Contact solutions team member spotlight
Top contact solutions expert team member spotlight
B2B telemarketing services spotlight Marcia Jenkins

Stay Up to Date on Telemarketing Services News from QCS

Nathan Teahon is the Vice President at Quality Contact Solutions, a leading outsourced telemarketing services organization. As a highly competitive person, Nathan brings his “A” game to work every day, ensuring that each of his clients wins on a daily basis. Nathan carefully balances the operations resources and client goals to ensure his clients receive the highest possible results at the lowest cost. Nathan is a true, born and bred telemarketer. He grew up in the business and intimately knows (and has played) every position on the field, including supervisor, quality assurance, call center manager, program management, account management, and call center psychologist. Nathan can be reached at [email protected] or 516-656-5133.

Indiana Telemarketer Registration Update

By Angela Garfinkel, President

Outbound TelemarketingThe State of Indiana has amended its Telemarketer Registration law as of July 1, 2019. Effectively the amendment to the existing statute removed the numerous exemptions that sellers and telemarketers previously relied on.

Did you know that inbound call centers (and sellers that employ them) that do any type of sale are now required to register in Indiana as a telemarketer? Inbound calls are now covered by the law.

Did you know that telemarketing companies conducting B2B and B2C outbound telemarketing sales calls (and sellers that employ them) must register? B2B outbound telemarketing is now covered by the law.

Did you know that if you employ a telemarketing or call center firm for making outbound telemarketing sales calls or handing inbound sales calls, your company is most likely also required to register as a telemarketer in the state of Indiana?

And speaking of changes to the Indiana law — another key change is a requirement to promptly disclose the sales agent first and last name and the company they work for in the beginning of a sales call (if calling a consumer or business for sales purposes in the state of Indiana). Check your scripts and update them accordingly.

Angela Garfinkel is the President and Founder of Quality Contact Solutions, a leading outsourced telemarketing services organization serving the healthcare, financial services, automotive, market research, professional associations and numerous other B2B focused verticals. Angela has the pleasure of leading a talented team that runs thousands of outbound telemarketing program hours daily. Angela is also a certified Self-Regulatory Organization (SRO) auditor with the Professional Association for Customer Engagement and she is a designated Customer Engagement Compliance Professional (CECP). Angela can be reached at [email protected] or 516.656.5118

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