Tag Archives: Inbound Telemarketing Services

QCS Announces Sponsorship at Upcoming PACE Orlando Convention

PACE

Quality Contact Solutions (QCS) is proud to sponsor the upcoming PACE Convention in Orlando, FL April 3-5, 2016. PACE is an acronym for Professional Association for Customer Engagement. QCS has been an active member for nearly 10 years. QCS owners, Dean & Angela Garfinkel, have been active PACE supporters for 15+ years. Dean currently serves as the Treasurer on the PACE National Board of Directors. Angela currently serves as the Marketing Chair on the PACE Central Chapter Board of Directors. Continue reading

Outsourced Telemarketing: Data Collection Best Practices

outsourced telemarketing data collectionBy Melissa Hinrichs, Director of Client Services

I work for an outsourced telemarketing company, so my point of view is relevant to that distinct niche. If you work in a different telemarketing niche, don’t despair. My advice is also relevant for anyone that is working with capturing data from an inbound or outbound telemarketing program (particularly if you represent the vendor side).

Capturing data during a telemarketing call seems pretty straight forward. The telemarketing agent simply types in what the customer says. Seems pretty basic, doesn’t it? However, as we get into analyzing data and running reports from that data, it becomes evident that the more streamlined the data capture process, the better the data is. Below are 4 basic steps I like to follow when setting up the data capture process with any new telemarketing program. Continue reading

Telemarketing Quality Assurance: Lessons Learned

What I learned from monitoring thousands of calls last year

By Heather Dubas, Operations Manager

A new program has started in your call center.  Everything has gone as planned.  Set up- check, training- check, calls begin- check.  Now there are recordings piling up that you must listen to and critique, making sure quality is at its best.  This can be a long and daunting task.  As an Operations Manager for Quality Contact Solutions, last year I listened to thousands of calls.  To make my monitoring time more productive, I’ve created my own cheat sheet of best practices.  First off, I believe that telemarketing quality assurance is the heartbeat of any outsourced telemarketing program and if it flat lines, it can be the death of it.  Here are the top 5 things to consider when creating quality assurance processes for any telemarketing program, whether its B2B telemarketing or B2C telemarketing: Continue reading

10 Best Practices for Delivering Virtual Training

Kwyword for Virtual Training especially for Outsourced TelemarketingRyan Apodac, Trainer

It’s go time. Training is over. It’s time to put everything I’ve learned into action. Can I do this? Do I have what it takes? These are just a few of the thoughts we’ve all had on our first day after training for a new position. The unspoken question though is always “Was my trainer prepared to help me learn what I will need to succeed?” While this is nothing new, the latest trend in training pertains to the environment. As more and more companies are trending to a virtual model, Virtual Training is becoming more and more common in the workplace. Virtual Training is convenient; however one can easily overlook the important factors that can mean the difference between conducting a Virtual Training, and conducting a successful one. Continue reading

Fix Your B2B Telemarketing Sales Program When Your Results are Down

How to fix B2B Telemarketing Sales ProgramsSo, your B2B Telemarketing Sales program is on the decline and is no longer producing the results that it once was. Why? There are obviously many variables and factors that a manager can dive into to begin to diagnose where the problem areas lie. I guarantee you; from the sales professionals on the phones to the managers running the campaign the first thing that people will point to is leads. “The leads are junk!” Have you ever heard that one? We’re all guilty of it, and I promise you that I am no exception to that. Sure, where there is smoke there is sometimes fire, and poor lead files aren’t exactly uncommon. Your lead file might lack proper segmentation and thus you are targeting the completely wrong audience to get you the qualified sales leads that you need. Your list may not have went through a proper data cleanse and your sales people are spinning their wheels, and so on and so on and so on. Continue reading