Tag Archives: Quality Assurance Best Practices

How to Write an Outbound Telemarketing Script

By Julie Kramme, Sales Executive

So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be. Now you need to develop a message for your telemarketing staff to effectively convey on your behalf…You need a telemarketing script. But what does that look like?

What should be included in a telemarketing script?

For some call center agents, a traditional script that tells your agent what you want to say and how you want them to say it, works very well – especially for those new to the game who are still building confidence. The challenge with traditional scripting is that with time and repetition, message delivery can get a bit stale. So, how can we prevent that? Through training and motivation, or course! But that’s not the only way…
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Why use call monitoring in your call center

By Marcia Jenkins, Senior Operations Manager

For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.

What is Quality Assurance Call Monitoring?

Call MonitoringWhat is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.

Call monitoring also provides key info to the client. What are the trends from the customers? What offers are working? Where might the “Script” need to be reworked? A good quality assurance team will provide inside information to ensure a positive ROI. Continue reading

Quality is Most Important in Membership Remarketing

By Heather Dubas, Senior Operations Manager

Membership Remarketing RibbonsNot just anyone can be a telemarketing agent. It is a tough job that gets a bad rap (most frequently from my 93-year-old grandmother!). Not many people can make phone calls for 8 hours a day, 5 days a week and stay happy and content. That is why at Quality Contact Solutions we only take on “worthwhile” work. One of those “worthwhile” work types is membership renewal call services for associations. I will be the first to tell you that not only are association clients great to work with, so are their members! That is why quality must be the main priority for membership renewal telemarketing calls. Continue reading

Coaching for Improved Outbound Telemarketing Performance

By Marcia Jenkins, Senior Operations Manager

Is your coaching effective? If yes, the next time you listen to your outbound telemarketing sales rep, you will hear the changes in their calls. If not, you will have to coach on that issue again. If you find yourself conducting repeated coaching with the same reps with the same issues, then a key question to ask may be, “are you a good coach?”. Here are some easy ways to implement suggestions that are guaranteed to improve the quality of your coaching with your team.

Be Positive!

outbound telemarekting and a woman writing on a chart the ways to be successfulWhen thinking back to coaches you have come in contact with over the years or coaches you see in professional sports, you probably have a positive connotation. The good coaches inspire a team and individuals to work or play to their potential. Good coaches are positive! Continue reading

How to Find an Inbound Telemarketing Services Call Center

By Nathan Teahon, Vice President

A Blue Phone in a Blue CircleFinding an Inbound Telemarketing Services call center honestly isn’t that difficult. Finding the right Inbound Telemarketing Services call center is something that can be a little bit tricky. Also, nothing is worse than finding the wrong Inbound Telemarketing Services call center. So, let’s say that you already have a call center in mind but you know very little about their organization. Of course the first step is having a conversation with the key players within the organization. You have two primary objectives during that initial conversation. Continue reading