Tag Archives: PCI Certified Level 1 Call Center

5 Best Practices For Selecting An Outbound Marketing Vendor

By AJ Windle, Senior Operations Manager

Outbound Marketing Vendor Selection for B2B telemarketing can be difficult. Where do I start? Which center is the best? How will I ensure I am getting the best results? While there is no perfect formula, let’s take a look at some of these best practices to help point you in the right direction:

Understand “Your” Needs

First, Outbound Marketing Best Practices - Words written on clear boardyou must understand “your” needs.  It seems simple doesn’t it? Well it’s one of the most common mistakes people make. During the outbound marketing vendor selection process you will talk to a number of B2B telemarketing call centers who give you great reasons why you should select their company. My advice is to not get caught up in the glitz and glamour of promises but to really take a moment to look at the objective of what you are trying to accomplish. Take time to write down the purpose of the program. What experience do you need? What end results are you trying to accomplish?  Create a wish list of what your needs are. These are your core needs.  I advise that you should never sacrifice on any of your core needs during the outbound marketing vendor selection process. Truly understanding your needs and the needs of the program will help make the process easier when looking for a new B2B telemarketing vendor. Continue reading

Call for Telemarketing Vendors: QCS Opens Vendor RFI Opportunity

Telemarketing Vendor Selection-Call Center

By Nathan Teahon, VP of Operations

If you have read any of my articles in the past regarding telemarketing vendor selection, you might be familiar with my mantra that Call Centers are just like people. Each and every one has their own sets of strengths and weaknesses. Some are great at inbound customer service, others inbound technical support, others outbound telemarketing business-to-business sales, others lead generation, business-to-consumer, and the list goes on and on. Most have expertise in multiple verticals. Furthermore, some have different levels of PCI compliance, or a non-ATDS dialer for wireless calling. Some thrive with pay for performance opportunities, and some prefer to stay away from that. The point being, every center has its own makeup and has multiple strengths and multiple areas where they don’t have experience. Continue reading

Maintaining Compliance with your Telemarketing Services

PACE

An important part of telemarketing services is being compliant with all related telemarketing laws and regulations. We want to share an article written by Karl Koster, Chief IP Counsel of Noble Systems and one of the National Board of Directors of PACE, the Professional Association for Customer Engagement about some of those proposed changes:

The FCC has been recently soliciting comments on a petition (the “Bank” Petition) asking whether home telephone numbers, when used for home business purposes, should be considered as a “residential line” under the TCPA. With the increase in home businesses, it is not surprising that some individuals are ‘repurposing’ their home telephone numbers and advertising them for business purposes, including printing their home number on business cards, providing their home number on business forms, publishing the number on the business’s web site, etc. Why are they doing this? Probably not for the convenience, since having other family members making/receiving calls on that same number is likely to be a distraction to the business. We all know the real reason: to reduce costs to the business. This is even admitted by the individual who filed the petition to the FCC! Continue reading

Dean Garfinkel Receives PACE Fulcrum Award for Leadership

PACE 2016

Aurora, Nebraska, USA – April 20, 2016 – The Professional Association for Customer Engagement (PACE) awarded Dean Garfinkel, Co-Owner of Quality Contact Solutions (QCS), with the prestigious Fulcrum Award during its annual convention in Orlando, Florida last week. The Fulcrum is the highest individual award that PACE gives for contributions to the industry, the Association, and commitment to Community Service.

PACE is a non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, including contact centers, email, chat, social media, web and text. Their global membership allows members to view and connect with what is happening worldwide regarding customer engagement strategies. PACE holds an Annual Summit as well as National Convention & Expo to provide tools and networking opportunities for professionals in the Customer Engagement industry. Continue reading

7 Common TCPA Misconceptions

By Rich Hamilton, Director of Implementation and Team Improvement Leader

Are you confused by the TCPA? This past July, the Federal Communications Commission (FCC) clarified the Telephone Consumer Protection Act (TCPA) through a Declaratory Ruling.  Telemarketers have been scrambling to understand and implement updated policies, procedures, and technologies in order to continue to ensure compliance with the TCPA.  Telemarketing regulations are very complex.  And with this complexity, there is bound to be some confusion.  Here are 7 common TCPA misconceptions that I’ve observed. Continue reading