Tag Archives: PCI Certified Level 1 Call Center

Advantages of a U.S. Based Telemarketing Call Center

Megan Hottman, Operations Manager and Brand Evangelist

Telemarketing call center Choosing a telemarketing call center located in the United States has several clear advantages. Let’s explore why your brand, company and reputation are tightly tied to the direct representation as an organization in the telemarketing call center you choose. If you’re in the process of evaluating options for call centers and whether to engage with a foreign, or offshore call center, here are 5 advantages of why domestic is the way to go.

  1. Brand Reputation
  2. Data Security Laws
  3. Customer Experience
  4. Flexibility and Location
  5. Brand Familiarity

Brand reputation is better protected with a U.S. based telemarketing call center

What would your company be without its brand? The brand and reputation of each and every company are invaluable to the overall success and future growth. Choosing a United States telemarketing call center partner as a resource has a better fundamental understanding of aligning their interactions appropriately to represent your brand.

Your customers will likely think of your brand like any other relationship. When they are happy and think they are being treated well, fairly and have their questions/concerns addressed in a way they think is acceptable, they speak highly of your brand. The opposite is also true, when they are unhappy, they will spread their frustrations quickly verbally, over social media and whatever other platform they decide to use. The ripple effects from negative customers can damage a brand and reputation quickly.

More assurance that data security is protected with a U.S. based telemarketing call center

A U.S. based telemarketing call center is governed by a strict set of regulatory guidelines. Security and privacy issues are a top of mind concern when evaluating a telemarketing call center partner. A foreign or offshore company may operate and be governed by a much different set of laws around data security. Using an onshore partner eliminates the concern around potential breaches in data security.

It is important to understand the security parameters and guidelines that are being applied to any telemarketing call center you choose to work with. This becomes a more critical aspect for businesses that operate in industries that might deal with sensitive or privileged data, such as healthcare companies or financial institutions. Both software security and physical security at the facility itself are important considerations you should fully understand before making any final decision.

Customer experience is better with a U.S. based telemarketing call center

When considering to engage with any telemarketing call center, it’s important to keep your customer and their respective experiences with your brand top of mind and how that may impact your bottom line. Choose to put yourself in your customer’s shoes and evaluate from their perspective what their experience will be like using an onshore vs. offshore partner. Companies that are based in the United States tend to serve us a better experience for their customers when they choose a domestic call center.

A high-quality onshore telemarketing partner will employ agents who understand the context and goals of your business and who are also trained to be experts for your business and on behalf of your brand.

Creating a superior customer experience that represents your brand requires much more than just following a script. The familiarity with language, culture, the geographic landscape and establishing a personal connection are essential. A U.S. based telemarketing call center can provide what is needed for a great customer experience leaving your customers happy with your brand.

Telemarketing call center

More flexibility and ease of access with a U.S. based telemarketing call center

An onshore telemarketing call center has many advantages in the location itself. Clients can easily go onsite for a visit, to facilitate a training or for an implementation. Using a foreign partner does not allow for this with regularity or with ease.

To remain competitive and to grow, a partner that is willing to flex with your business demands is essential. Onshore telemarketing call centers can structure pricing options to work for clients to account for the ebbs and flows of customer demand. Additionally, there are more options than the brick-and-mortar call center. With the evolution of technology, telemarketing call centers may have remote agents. In some cases, these fluid resources enable the flexibility that may be desired.

Brand familiarity with a U.S. based telemarketing call center

The more agents know and really understand your brand and products, the better they can answer customer questions, address customer concerns, relate to the customer, and successfully provide the consultative advice that may be needed. Telemarketing call center agents in the United States can truly relate to your customers and their experiences.

With so much riding on each and every customer interaction for your business, you need to be confident that your telemarketing call center partner is committed to communicating and demonstrating your company’s brand as much as you are.

Quality Contact Solutions is 100% U.S. based and have been a trusted telemarketing call center partner for dozens of organizations over the last 12 years. To learn more about the telemarketing call center services we provide, call us today at 866-963-2889.

Don’t have time right now? Schedule an appointment to discuss when it’s convenient for you.

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Megan Hottman is an Operations Manager and Brand Evangelist for Quality Contact Solutions. Megan’s experience includes working as an outbound telemarketing manager for a Fortune 100 company for many years. Megan has been both a client and an employee of QCS, so she knows first-hand the quality, productivity and passion the team brings to work on a daily basis. As Brand Evangelist, Megan is a freelance contributor to our website. You can reach Megan at https://www.linkedin.com/in/meganehottman

 

Association Membership Retention Programs

By Rich Hamilton, Director of Marketing & Product Development

Many associations use a third-party telemarketing services firm to place outbound calls to place reminder calls to lapsed members or members which are about to lapse in the near future. Most associations don’t have the internal manpower to make the calls themselves and turn to outbound call experts to get the job done and to ensure a maximum membership retention rate from their existing members.

One area of concern for all associations is the security of their data and the security of the payment information. To ensure the highest security, there are three primary reasons to pay a little extra for Telemarketing Services firm with a PCI Level 1 Service Provider certification Continue reading

Telemarketing Agency for Membership Retention Calls

By Patricia Qvern, Operations Manager

Membership retention is talked about a lot and it’s not a one size fits all topic. There are general guidelines and statistics about what works best if you use a professional telemarketing solution to make membership retention telemarketing calls.

Membership RenewalsIn full-disclosure, I work for a company that is a telemarketing agency for membership retention calls. What I’ve learned after working with many different associations and their membership retention teams is that membership retention calls are most successful when they are part of a disciplined program. I’ll compare it to taking care of yourself. If you exercise, eat properly and take care of your emotional well-being, your overall health will be improved. Staying disciplined and steady with your membership retention efforts will ensure your association’s health is maintained and even improved. If you have to spend less time, money and resources attracting new members, you’ll find that maintaining and growing membership numbers is easier. Continue reading

Membership Renewals Telemarketing Pays Dividends

By Patricia Qvern, Operations Manager

Membership renewals telemarketing members take advantage of two year membershipsIn today’s day and age, we are all looking for more convenience, less hassles, affordability, less time spent on mundane tasks, and increasing productivity by automating what we can, in our lives.

Personally, this allows me to do more, spend less and free up time to spend with family and friends! Professionally, this means increased profits, superior customer experience and satisfied clients. This is a driving force in how I view things – pursuing efficiency within my personal and professional life without sacrificing quality or taking short cuts to get there. Continue reading

Association Membership Retention is Improved by Phone

By Heather Dubas, Senior Operations Manager

Associate-baseball-and-batThe primary goal of every company that is offering a product or service is to sell as much of that product or service as you possibly can. Once you sell that product or service, retaining those customers is key for repeat business and referrals. This goal is no different for associations that offer memberships to potential members. Quality Contact Solutions has been helping associations with membership retention with specialized membership retention and renewal telemarketing campaigns for years and we are gaining even more momentum in 2017. Continue reading