I don’t know about all of you, but I LOVE the buzz of a call center floor! I remember hearing it for the first time after being out of the industry for about 10 years and it was so crazy– I did not realize I had missed it so much until I was standing in the middle of all those busy, energetic agents making calls. Those agents are the front line of any call center and if we don’t have excellent and exceptional agents, then we have nothing to provide to clients. There are some very key processes that your team can follow to ensure that you have the best of the best for agents and having a solid Quality Assurance process for call center monitoring is one of them.
Most call centers have their own Quality Assurance person or team, and some outsource the duty. Either way, the process should not be time consuming and it should be easy to execute by the QA team as well as easy to understand by the agent and client. Here are some reasons why you should develop a QA checklist that is short and concise for call center monitoring. Continue reading →
2017 was a fun, busy, exciting, and ever-changing year in our telemarketing services company. Looking back on the year has allowed our team to focus not only on our accomplishments but also evaluate and improve on ways to overcome our clients’ challenges (the key reason we exist!).
Here at Quality Contact Solutions we partner with clients everyday who are looking for ways to help them overcome their business challenges. They turn to Telemarketing Services because they need a more productive channel than they are currently using. In some cases, they have aggressive growth goals and have heard what we can do. Some clients want to test a new strategy. Whatever the specific challenge is, at its root, is the necessity to retain and grow the business year over year. This was the biggest challenge of 2017 and with no doubt that focus will be continued in 2018. Continue reading →
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.
When 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 →
Prior to working for Quality Contact Solutions, I held a variety of positions at a Top 50 Telemarketing Services Firm including Human Resources Generalist. As an HR Generalist, I had many responsibilities and hiring the right people for the job was almost the most difficult to accomplish on a consistent basis.
Sure, filling seats isn’t hard but too many times we found ourselves fitting a square peg into a round hole. I learned the hard way that it is so important to take time and to be patient to identify the right person for the job. I think the same is true for selecting a call center vendor partner for outsourced telemarketing services. Here are the five key categories to evaluate when hiring a call center partner. Continue reading →
I’ve been working in the Telemarketing Services Industry for the last 15 years and one of the most rewarding aspects of this industry is that every day is different. Every client is different and I get to learn from these differences which has allowed me to grow.
They say it is the experiences we have that piece together who we are and I believe this to be true. I’ve worked with a lot of clients over the years and have learned a lot of valuable lessons. These lessons have been learned through wins and losses, all of which now help me to make the best decisions I can for our clients. Let me take a minute and share some of these valuable lessons I’ve learned throughout my years in outbound marketing. Continue reading →