By Nathan Teahon, Vice President
When Companies are Looking for Call Center Options: QCS Wins with Team Members Like A.J. Windle
The 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. Continue reading
By Angela Garfinkel, President
The 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
By Marcia Jenkins, Senior Operations Manager
Inbound 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
By Rich Hamilton, Director of Marketing & Product Development
It’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
By Shannon Svasek, Operations Manager
How 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