By A.J. Windle, Sr. Operations Manager for Quality Contact Solutions
Over the years I have had the opportunity to work with a variety of outsourced telemarketing clients. These experiences have allowed me to work with an unprecedented mix of personalities and that experience is worth more than its weight in gold. Working with different people, personalities and management styles is what makes business fun. Even though each client is different, there are some really great attributes that I see consistently. These core attributes have been critical to the overall success of our outsource telemarketing programs. I call them the “Top 5 Reasons I Love Working With My Clients”.
1. Excellent Organizational Skill
Working with professionals that excel at organizing is a breath of fresh air. It is so great to work with clients that are organized and have a strategic plan of action in their mind. This makes the outsourced telemarketing process from launch to execution so much easier. In many instances program materials are put together, the road map for delivery is laid out and it’s just a matter of putting the plan into action. This ability to plan based off a look forward is one attribute of my clients that I love working with and can make all the difference in a timely set up.
2. Engagement
The clients I work with are highly engaged in their outsource telemarketing programs, what takes place and we wouldn’t have it any other way. To me engagement with telemarketing services comes in many different forms and here are just a few ways my clients engage with me on a daily/weekly basis.
- Emails – A simple touch base or communication of necessary program information.
- Phone Calls –My clients and I usually prefer weekly meetings to discuss anything not handled throughout the week.
- Monitoring Sessions – Once a week listen to calls together and provide feedback to ensure your quality department is on the same page.
- Goal Setting – Come up with goals together and make sure the expectations are clearly understood
While all these items are important, you don’t have to do them every day. My clients and I set aside times to discuss items together. Plan for the future and brainstorm new ideas. Don’t be afraid of a client who is highly engaged in their program, be thankful! While some people view over engagement as a form of micromanagement, I see client engagement as an opportunity to ensure you both are in sync and know what the next step to success will be.
3. Clients with an Open Mind
One of the things I like most about the clients I work with is their ability to always keep an open mind. This is so important when trying to come up with new ideas, incentives, and offers to try on our existing campaigns. One of the fastest ways to stop progression & innovation is shutting down ideas because that is not how an organization has always done things.
Innovation is probably the most important thing to keep going in telemarketing services. As market changes take place so does our approach to how we go after that market. Having an open mind and allowing those partners who work with you on these programs to execute on some of their new ideas will give you a great vision of what is possible and how you can continue to grow in an ever changing market place.
4. Willingness to Execute
In sports there are positions which are specifically designed for those individual players highest skill set. Notice how you don’t have an offensive lineman playing quarterback. There is a reason for that, and it’s because he is an expert at guarding not passing. Outsourced telemarketing is the same. We need to use our team’s strengths to help our team be the most successful it can be. Again, I have had the pleasure of working with clients who really understand this concept.
Quality Contact Solutions is an expert in B2B Telemarketing Sales and multiple other telemarketing service solutions. I have been fortunate enough to work with clients who recognize our expertise and allow us to make key decisions that can drive the success of their program. My clients have a specific expertise and typically that is without a doubt their product and/or service. They typically understand the market very well however where we excel is on the telemarketing side. We know the ins and outs and what we need to adjust to be successful.
The good thing about this is that it’s not about someone being right or wrong or who’s strategy we use because at the end of the day we are trying to accomplish the same goal. It really comes down to each position understanding what part they play, what each others strengths are and allowing each position to execute on what they do very well.
5. Listening & Teaching
Here at Quality Contact Solutions we don’t just make outsourced telemarketing calls on our clients behalf, we are in charge of managing the day to day operations and success of each client’s telemarketing. What’s important to note is that there are many issues that we run into on a day to day basis that are very time consuming and require a lot of work. Our clients pay us to handle these issues for them on a day to day basis and that is exactly what we do.
Going back to my previous point of understanding each position’s strengths; many of these issues can only be resolved with the help and guidance of our clients. They may be product/service related or may be as easy as a simple question to which we have never been asked. Regardless of what the issue at hand is there are discussions and learning that will need to take place to ensure we make the right call for everyone and we properly educate the team to handle these situations moving forward.
The clients I work with are outstanding in their willingness to help our team be more successful by taking time to share more information with us. I know that if I have a question, I can make a phone call, send an email and that question will be answered right away. In addition my clients have been great about communicating the “Why” behind how they addressed the issue. This willingness to take a step back, listen, answer and teach why a decision was made allows me to properly coach my team, and set the best plan in motion for us to handle similar issues in the future with out repeat discussion.
Working with clients in telemarketing services is an extremely enjoyable part of my day. Everyone is different and everyone has strengths that help build on our successes. If you are looking for assistance with your outsourced telemarketing, give us a call at 1-866-963-2889 or email me at aj.windle@qualitycontactsolutions.com. We would love to help!!
A.J. Windle is Sr. Operations Manager for Quality Contact Solutions, a leading outsourced telemarketing organization. With responsibility for overseeing the daily operations of client programs, A.J. is relentless in his pursuit for ensuring every client program is reaching the desired goals – every day. With over 14 years of experience in Telemarketing, A.J. has built his career on creating win-win relationships between his team, his clients and his telemarketing vendors that drives unparalleled success. A.J can be reached at aj.windle@qualitycontactsolutions.com or 516-656-5106.
