Tag Archives: Technical Consulting

Your Most Important KPIs for your Outbound Campaign

By Angela Garfinkel, President and Founder of Quality Contact Solutions

Blue puzzle pieces that say KPIOne of the best things about outbound telemarketing is that everything can be measured. Key measurements include: Sales, sales conversion rate, sales per hour, contacts, contacts per hour, leads finalized, leads finalized per hour, list penetration rate, dials, dials per hour, average order size, average talk time, average handle time, cost per sale and refusal reasons.

Outbound telemarketing managers and those in the business of outsourced telemarketing services often make the mistake of not declaring and communicating what the Key Performance Indicators are. The problem is that it is virtually impossible for a team to focus on more than 2 or 3 KPIs. I have heard telemarketing programs managers state that “all of the metrics are the most important KPIs”. That approach is not advisable because when the team works on the program, their focus can be diluted. At worst, some KPIs can be metrics that are at odds with other metrics. Here are some examples of that. Continue reading

Telemarketing Still in the FCC and FTC Crosshairs: PACE Recap

By Angela Garfinkel, President and Founder of Quality Contact Solutions

Picture of Angela Garfinkel and Dean Garfinkel with Tucker CarlsonThe 2016 PACE TCPA Summit was business as usual for most of the 300+ attendees. Special guest speakers included Mark Stone from the Federal Communications Commission, Lois Greisman from the Federal Trade Commission and Tucker Carlson, Fox News Co-Host. In addition, a host of legal experts and compliance consultants shared their viewpoints on how to best protect and defend against a TCPA class action lawsuit. “How to place telemarketing calls to wireless phone numbers (legally)” is still the number one issue facing the outbound telemarketing industry. And the answer isn’t that simple. If you have prior express written consent, there is still two large issues: “Revocation of Consent” and “Reassigned phone numbers”. If you don’t have prior express written consent, you can place telemarketing calls if you use the correct technology – a non-Automated Telephone Dialing System (non-ATDS). But what is a non-ATDS? Even experts don’t agree. Continue reading

List Segmentation for Outbound Marketing

outbound marketing

By Nathan Teahon, Vice President of Operations

Here’s a fact: Just as people have a unique set of strengths and weaknesses, outbound marketing call center operations also have distinct strengths and weaknesses. Here’s another fact: the customers that we call via outbound marketing also have distinct characteristics that differentiate them. Based on this fact, why do so many outbound marketing campaigns treat customers the same? I believe that failing to segment an outbound marketing list is a huge missed opportunity. 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

Placing Outsourced Telemarketing Calls to Cell Phones

Making Outsourced Telemarketing Calls to Cell Phones or Wireless NumbersIf you place outbound telemarketing calls to cellular phone numbers, be sure you understand the rules that apply.  Outsourced Telemarketing was significantly impacted in July 2015 when the Federal Communications Commission released a Declaratory Ruling which expanded the definition of an automatic telephone dialing system (ATDS).   In addition, the ruling provided additional clarification surrounding a telemarketer’s responsibility to identify reassigned telephone numbers and remove them for their call lists and clarified that text messages are also telemarketing calls and the Telephone Consumer Protection Act applies equally to text messages and voice calls.   For more information, you can read the full TCPA FCC Declaratory Ruling.

At Quality Contact Solutions, we’ve had significant success with helping our outsourced telemarketing clients successfully contact their existing customers on their cellular phone number(s) using a Non-ATDS Dialer.   In short, a Non-ATDS Dialer (spelled out non-Automated Telephone Dialing System), is by definition a system that cannot place calls automatically.  Our advice to our outsourced telemarketing clients is to use an old Nortel 8×24 telephone system which cannot be modified to place telemarketing calls automatically.  We pop the contact record on the computer screen for the telemarketing agent, the agent dials the telephone (with their fingers) and hangs up the phone after the call is completed.  Then the agent selects a call disposition on the computer screen before the next call record is presented to the outsourced telemarketing agent.

Results from using the QCS suggested Non-ATDS Dialer

We’ve found that contacts per hour drop by about 60%, so if on average, we were hitting 15 contacts per hour using predictive dialing, we have seen a drop to about 6 contacts per hour.   However, we’ve found that the sales conversion rate increases by about 30%, so the net decrease in sales per hour has been about 45% (still a decrease, but with many client programs, it is better to make the contacts in a less productive manner vs not calling these customers at all).

With some client programs, we’ve been able to change the time of day to evening only (best contact period), and we’ve been able to maintain a sales per hour that is only slightly below the previous performance using a predictive dialer environment.

Keep in mind that it is best to work towards gaining prior express written consent to place telemarketing sales calls to your customers, but in the absence of such consent, rest easy that Quality Contact Solutions can help you create a defendable process for placing such calls legally using a Non-ATDS Dialer.

Give us a call and ask us how today.    Call 866.963.2889 and press 1 for sales.