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… Continue reading →
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?
What 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 →
The foundation of our call center operation is our owner-operated call centers. With 17+ owner-operator call centers throughout the U.S. and Canada; Quality Contact Solutions has the capacity and depth to conduct all types of outbound and inbound call center programs. Owner-operators are passionate about doing great work and hands-on, ensuring success on each client program.
With an outstanding list of clients, we’ve been fortunate to attract and work with the best owner-operators in the call center industry. One of our favorite owner-operators is a telemarketing firm in Nebraska. Worldwide Access Solutions, Inc. (WASI). Continue reading →
Have you ever changed a tire? Seems pretty easy when you say it, but have you ever thought about how much work goes into something so simple? First you have to brave the weather and if you live where I do that could be a lot of work in itself. Then you have to make sure you have the right tools to do the job. You’ll need a jack for the car, potentially gloves and a spare tire. You have to jack up the car, take off the lug nuts, pull the tire off, put the new tire on, tighten the lug nuts, release the jack and put everything back. What seemed simple is much more complex.
B2B appointment setting is very similar. It seems easy at first glance. However, if misjudge the task as easy, then you will most certainly be disappointed. At Quality Contact Solutions we are experts at B2B appointment setting and here are a few items you’ll need to keep in mind to make sure your B2B appointment setting program doesn’t go flat. Continue reading →
I get asked a lot “what exactly do you do for a living?”. When you work for a virtual company, everyone is always curious about your job and it is not always received nicely, especially when people find out that I am an operations manager for a company that does work in the telemarketing industry. I am very proud of the worthwhile work that I am part of at Quality Contact Solutions, though, and I want to fill you in on what exactly it is we do for our clients. Continue reading →