Tag Archives: Meet Our Experts

Top Call Center Outsourcing Expert: Kelli Barabasz

By A.J. Windle, Director of Client Engagement

Kelli BarabaszAt QCS we have high expectations for our call center outsourcing experts. In fact, all team members must have 3 qualities: Hungry, Humble and Smart. “The Ideal Team Player” by Patrick Lencioni explains why these qualities make the best team players. In short, hungry means working hard and pushing yourself to accomplish more. Humble means showing respect for other team members and understanding how your role fits into the larger team. Smart means being aware of how others see you and how-to best work with co-workers and clients. It is like emotional intelligence. Continue reading

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

The Telemarketing Center “End Game”

By A.J. Windle, Director of Client Engagement

How to assemble the perfect “Avenger” worthy Team

Telemarketing CenterI’m a huge Superhero fan. While that maybe a “little” nerdy, when it comes to creating the perfect team, I’m telling you, “The Avengers” are on to something. If you want to assemble the perfect telemarketing center team, I’ll share with you my Avenger Method.

I often hear people say “I wish I could clone you” to a strong member of the team. While it might be good to clone certain aspects of that team player, a truly Avenger-worthy telemarketing center management team is well rounded and has balanced strengths across the team. Look at the Avengers: Continue reading

Top 10 Tips for Telemarketing Appointment Setting Success

By Heather Dubas, Senior Operations Manager

telemarketing appointment setting

 

Many companies use telemarketing to set appointments. Regardless of the industry, the keys to telemarketing appointment setting success remain the same. I am excited to share some insider tips on how we achieve that success for our clients at Quality Contact Solutions. Continue reading

Top Contact Solutions Expert: Team Member Spotlight

Angela Garfinkel, President

Julie KrammeMeet Julie Kramme. Julie is an outsourced telemarketing and call center operations expert. Julie came to QCS with 20 years of call center industry experience, including 17 years in Account Management and Client Services.

There are 3 characteristics that make Julie a great Sales Executive with QCS.

This contact solutions expert is never satisfied with ‘good’

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