What is Telemarketing Services Management? I get asked this question a lot. I’ll typically answer by saying that working in telemarketing management requires me to wear lots of hats. I’ll go on to say, As an Operations Manager in telemarketing services, we are the main contact between the client and the call center supervisors, managing all aspects of a campaign. Just a preview of what we do:
What does it take to be a good leader in telemarketing services? It’s an interesting question and it probably isn’t dramatically different than what makes a good leader in any industry. However, there are some quirks about managing telemarketing services, particularly outbound telemarketing, that does make it different. Here are five keys to good leadership in telemarketing services.
1. Right Team
Half the battle of being a good leader is putting the right players on the field. We recently held a Leadership Summit within our organization and we covered the book The Ideal Team Player: How to Recognize and Cultivate the Three Essential Virtues by Patrick Lencioni. I am not going to review the book for you, but I will highly recommend it. Essentially, it covers why having people that embody three key virtues, Humble, Hungry, and Smart, is important if you want to have a successful organization. More importantly, having members of your team not embodying these virtues can be critically damaging. Also, the definitions of those virtues aren’t 100% what you think they might be, so again I would point you to the book.
However, without giving you spoilers, I can tell you that having the right team is essential for success in telemarketing services or otherwise. The best leaders can fail (and probably will fail) if the team isn’t comprised of team members that appropriately fit the culture that you strive to have. Finding the right team members isn’t always easy, but it is much easier than compromising and fitting a square peg in a round hole just to fill a position. It’s wasted time and energy, and has negative consequences. Continue reading →
I love my team. I suppose a lot of people say that, but how many really mean it? If they do mean it, do they understand why? That question of why is very important, particularly when an organization is growing. It takes a team to grow, and you can only grow successfully if you continue to execute on what has led to success in the first place.
Additionally, the world of telemarketing services is hard, and there are a lot of moving parts and various strengths needed to pull everything together into one synchronous machine. Below are the top 5 reasons why I love my team. Continue reading →
According to recently published studies from the Gallup Organization, only 3 out of 10 employees are engaged in their work. I was surprised by this number because I think that we have at least 9 out of 10 employees actively engaged in their work at QCS.
What does it mean to be engaged?
According to Gallup, engagement is defined by the different emotional states employees are in. There are three stages of engagement. Continue reading →
April 7, 2017 (Aurora, NE) The Quality Contact Solutions and Quality Voice & Data teams were the recipients of two awards during the Professional Association for Customer Engagement (PACE) convention and expo in Tampa, FL April 2-5, 2017. Dean Garfinkel was presented with the Distinguished Service Award in recognition of his leadership as the PACE National Board of Directors Treasurer for the past three years. In presenting the award, PACE Chairman, Stuart Discount noted that Dean was instrumental in leading the organization through tremendous change.
Kelsey Olsen, Director of Enhanced Telecom Services for Quality Voice & Data, accepted the Technovation Award from PACE for the TextDesk solution. The Technovation Award recognizes innovation in the contact center ecosystem. TextDesk is a web application allows a group of call center frontline agent users (SMS’rs) to concurrently handle multiple text conversations. In addition, concurrently a full suite of HTML APIs allows for easy to enable dialer script commands that can use variable data to send text messages with one click of the mouse. Reporting can be run, downloaded or called by an API allowing for real-time loading into center dashboards and client reports.
“Today’s leading edge contact centers are seeking ways to engage with their customers utilizing TEXT. Consumer behavior has changed over time. There was a time when the phone was the easiest way to get something done. Then the next generation of consumer behavior was to send an email and call if it’s urgent. Recently we see more consumers using email and then texting when it’s urgent. Millennials prefer a text back instead of a call back”, stated Dean Garfinkel.
About Quality Voice & Data
Quality Voice & Data offers technology solutions to the customer engagement industry. Each solution is specifically designed to ensure legal compliance and increased return on investment in the contact center. Services include LocalCallerid.com and Caller Name Display management, SMS Text messaging and advanced IVR solutions.
For more information please visit www.qualityvoicedata.com
Quality Voice & Data, Inc.
(516) 656-5122 [email protected]