Tag Archives: Meet Our Experts

Successful Telemarketing Companies Use Proven Methods To Win

telemarketing companiesSuccess Story: Transitions Optical + QCS

There are a number of telemarketing companies in the marketplace that are hungry for business. They may tell potential clients that they can indeed accomplish the end goal that they may be looking for. However, we know that not to be the case…. can telemarketing companies really claim they are experts at every possible opportunity? We don’t think so.

Quality Contact Solutions is different from other telemarketing companies. We won’t take work from just any company that reaches out to us and we certainly won’t say that we can hit the goals potential clients come to us with if we don’t think we can hit them. However, what we will do is suggest a few tweaks/changes to the process, scripting or other elements make the project outcome more successful, based on our experience. We will be creative and not rigid in our recommendations to exceed the objectives of our clients. These characteristics are some of the reasons why QCS is considered a valued and trusted partner. Continue reading

Call Center Outsourcing: Outsource Your Inhouse Customer Care

By Kelli Barabasz, Senior Operations Manager

Call Center OutsourcingAre you considering outsourcing your inhouse customer care? There are many key steps and factors that come into play when considering outsourcing. How do I pick the right outsource partner? What should I be looking for? How long will this take? There are so many questions that need to be answered where do I even begin? So, how do you Successfully Outsource your Inhouse Customer Care? First and foremost, you need to have a clear outline and expectations.

There are 6 key steps that you need to look at when preparing to outsource.

  1. Define the scope of the project
  2. Find your outsource partner
  3. Define your deliverables
  4. Create an implementation & execution plan
  5. Identify your roadblocks
  6. Complete end to end testing

Continue reading

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