Tag Archives: Meet Our Experts

B2B Telemarketing Services: What does an Operations Manager do?

B2B Telemarketing ServicesBy Heather Dubas, Senior Operations Manager

I get asked a lot “what exactly do you do for a living?”. When you work for a virtual company, everyone is always curious about your job and it is not always received nicely, especially when people find out that I am an operations manager for a company that does work in the telemarketing industry. I am very proud of the worthwhile work that I am part of at Quality Contact Solutions, though, and I want to fill you in on what exactly it is we do for our clients. Continue reading

Dean Garfinkel Receives PACE Distinguished Service Award

Aurora, NE  (November 7, 2018) – Dean Garfinkel, Quality Contact Solutions’ Chief Operating Officer and Quality Voice & Data’s President was awarded the Distinguished Service Award by the Professional Association for Customer Engagement (PACE) during the group’s annual Summit in Washington DC, September 23-25, 2018.

Dean’s dedication and service to the association has spanned more than 15 years while serving on the PACE board of directors with six of those years on the Executive Committee as Treasurer. With Dean’s leadership, the organization has successfully navigated the changing landscape faced by all associations. Dean has also been an active force behind the Self-Regulatory Organization and the Customer Engagement Compliance Professional programs.

Dean GarfinkelAlso receiving PACE Distinguished Service Awards were James Danz, Wyndham Worldwide Vacations and Michael Rauscher, HomeServe USA. Both Mr. Danz and Mr. Rauscher, along with Mr. Garfinkel, are retiring from the PACE board at the end of 2018

According to PACE Chair, Lori Fentem, Ring’s Head of Call Center Growth and Strategy, “Dean will be missed from both the association board and the Executive Committee. We thank Dean for his tremendous service to our association and to the industry as a whole.”

About the Professional Association for Customer Engagement (PACE)

PACE is the only non-profit organization dedicated to the advancement of companies that utilize contact centers as an integral resource for customer engagement. Founded as the American Teleservices (ATA) in 1983 and renamed to PACE in 2012, PACE represents more than 4,000 contact centers that account for over 1.8 million customer engagement professionals worldwide.

PACE recognizes Dean Garfinkel at National Convention and Expo 2018

Dean Garfinkel recognized as Treasurer of the PACE Board of Directors

Dean Garfinkel, PACE National Board of Directors member, Treasurer and Executive Committee member, and other board members were recognized for their service during the PACE National Convention and Expo (ACX’18). The 2018 PACE National Board of Directors includes chair Lori Fentem (Synergy Solutions), Vice Chair Ken Sponsler (CompliancePoint), Secretary Mark Boehmer (Ameritas Group), Andy Balthaser (Alorica), James Danz (Wyndham Resorts), Sam Falletta (Incept Corp.), Stephen Ferber (Golden Gate BPO), Joe Galvin (Comcast), Christa Heibel (CH Consulting Group), Mandy Horton (Careington International Corporation), Bob Kobek (CustomerCount), Karl Koster (Noble Systems), Harvey Livingston (AT&T), Rob Marshall (VoiceTeam), John Nelson (Bank of America), Michael Thompson (TPG TeleManagement) and Michele Shuster, General Counsel, (Mac Murray & Shuster, LLP).

PACE 2018 National Board of Directors

Dean has been on the PACE National Board for 15 years, serving for 4 years as Treasurer. Dean is a frequently-sought after thought leader on all telecom and compliance issues relevant to the call center and telemarketing industry. To reach Dean, email him at [email protected].

How to Select a Third Party Call Center Services Company

By AJ Windle, Director of Operations

Third Party Call Center ServicesSo, you’ve started looking for a third party call center services company to assist you with handling your inbound customer service needs. What, exactly are you looking for? What is most important to you? What are you hoping this external team will help you support?

There are many third-party call center services companies (also known as inbound telemarketing firms) to choose from and the array of options can be overwhelming. However, if you approach the process like buying a new car, you’ll find that getting from the research stage to a successful launch will be easier if you know what you’re looking for from the beginning. Continue reading

How to be Positive in Outsourced Telemarketing Services

By Angela Garfinkel, President

Outbound telemarketing with respect integrety ethics and honesty on a sign postNo. Not interested. Thanks for your call, but no. **** No. You get the point. Working in outbound telemarketing sales can be a very difficult job. Working in telemarketing management is also hard but at least we are not the person that is told no every 5 to 7 minutes throughout an 8-hour day. Most telemarketing programs average 1 sale every 4 to 5 hours. Some really great programs get 1 sale every 2-3 hours. The very best programs get 1 sale every hour of calling. So, in an 8-hour day, that’s about 100 No’s and, at best, a hand full of yeses. Continue reading