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Is Outbound Telesales Making a Comeback?

Robert Davis

One of the biggest challenges for corporations that outsource outbound telesales today is finding superior vendors that can deliver on key metrics. These essential outbound measurements include: Quality scores. Completion rates. List penetration rates. Conversion of contacts. List yield.

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Is outbound telesales making a comeback?

Robert C. Davis and Associates

One of the biggest challenges for corporations that outsource outbound telesales today is finding superior vendors that can deliver on key metrics. These essential outbound measurements include: Quality scores. Completion rates. List penetration rates. Conversion of contacts. List yield.

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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Customer Service Life

For those who aren’t familiar, quality assurance is a process where a random set of customer interactions (phone calls, emails, chats, etc) are reviewed regularly based on a predetermined set of criteria. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it.

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So You Need a Quality Application? Consider These 7 Things

Customer Service Life

A robust quality tool already has built in reporting so there’s no need for more formulas or spreadsheets to get to a point where you can analyze your data. Some metrics that we regularly look at include: Overall quality averages as well as individual agent performance. Calibrate with all scorers. Permissions and access.