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101 Call Monitoring Parameters for Quality and Coaching

Voxjar

Good parameters are measurable and clearly defined (something you can test through calibration sessions with management, supervisors, and reps – post on this coming soon). Comply with FTC telemarketing requirements. Meet company AHT guidelines. So take the time to think through each one, and don’t overdo it.

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Looking for an Inbound Call Center Outsourcing Partner? Keep These Tips in Your Glovebox

Quality Contact Solutions

Call Quality – Call monitoring and coaching are such a vital aspect of ensuring your customers are getting the correct answers and excellent service. Regularly held calibration sessions between the client and the outsourcer are essential, especially at the beginning of the partnership. Can the outsourcer handle that?

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Is Outbound Telesales Making a Comeback?

Robert Davis

Although telemarketing is undergoing a revival, it has had its ups and downs since the beginning. The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 Likewise, the number of telemarketing operations in the U.S.,

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Is outbound telesales making a comeback?

Robert C. Davis and Associates

Although telemarketing is undergoing a revival, it has had its ups and downs since the beginning. The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 Likewise, the number of telemarketing operations in the U.S.,