How One CEO Made His Contact Center a Home


outbound sales Contact Center Culture Work-life balance Remote SalesIt’s a familiar scenario.

Fresh Approaches for Landing Outbound Sales


For outbound contact centers , obtaining more sales is a constant struggle. Even if you have a consistent flow of leads coming in, transforming those leads into actual sales can be difficult. Call Center OperationsIt isn’t impossible, though - you just need to give your approach a facelift to ensure your agents are always putting your business’s best face forward!


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4 Sales Habits that Scare Your Customers and Capsize Your Outbound Sales

TLC Associates

Years of irrelevant sales calls from crummy salespeople soured consumers to outbound calls. However, we’ve found that successful outbound sales acquisition is well within the realm of possibility – they just need to be equipped to overcome the horror stories of the ghost of cold calls past. By breaking your outbound sales team of these four bad habits, your strategies for customer acquisition will turn more prospects into eager customers. .

How Ringless Voicemail Can Boost Your Outbound Sales


When discussing strategies for increasing outbound contact center sales, most modern facilities focus heavily on person-centered approaches. Call Center Management Call Center OperationsThese techniques take the automation out of the equation - or at least appear to, from the perspective of the customer.

How to Use Artificial Intelligence for Better Outbound Sales and Telemarketing

Outsource Consultants

A recent article by Steve Woods discusses how artificial intelligence technology can help sales departments become more efficient. Instead of using AI to send automated email blasts that come off as cold and robotic, AI should be used to do mundane grunt work like crunching data and monitoring pipeline to help keep the sales people on task. The key is to perform due diligence when trying to find AI-based apps for a sales team.

The ROI of Contact Center Benchmarking

Transparent BPO

” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. ” “Not until you compare to a peer group of other like contact centers can you genuinely answer the question,” he said. “But take inbound or outbound sales, for example. Contact us.


Noise in Contact Centers and ROI


Most of the contact centers are very noisy. In this post we will discuss few implications of this noise and their impact on the overall performance of the call center. AHT is one of the most important measurable parameters in call centers. The main reasons supporting the AHT reduction are: eliminating the need for repetitions and also reducing distractions that might be caused when, for example, the customer overhears other conversations in the call center.

4 Ways Contact Centers Make Successful Direct Response Campaigns

Outsource Consultants

There’s a good reason for this popularity: these kinds of marketing campaigns generate a ton of leads and sales. Email or physical mail urging the recipient to contact the company within x amount of days. Paid advertisements on social media that evoke positive emotions in people and lead them to contact the company. However, an important piece of a direct response campaign’s success is the company’s contact center.

How RMC used software to increase its contact center conversions by 75%


How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. Resource Marketing Corp (RMC) was looking to maximize its contact center’s lead and agent efficiency. RMC looked for a software solution that could help automate, streamline, and scale its contact center’s operations. Learn the other ways cloud-based call center software can help.

Bring the Human Experience Back into your Contact Center with InGenius CTI


My first sales job was at a contact center in the early 2000s. I had to manually enter all my information into my CRM, and I was held accountable for maintaining short wrap up times and getting customers through a call to a sales exec as soon as possible. I'm willing to bet if you worked in sales for any length of time, you've seen this modus operandi in action. Contact centers have changed a lot in the last 15-20 years because our consumers have changed.

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How to Optimize Omnichannel Performance in the Contact Center

Monet Software

To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. Enabling outbound agents to fill in on inbound lines when call volumes spike, for example, has offered valuable options for enhancing call center metrics, like service levels and abandonment rates.


How to Calculate Your Total In-House Contact Center Costs

TLC Associates

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Conducting a cost comparison of in-house operations vs. outsourced contact centers can simplify your decision and rein in your investments in the long run. Your Contact Center Location Costs.

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay

Outsource Consultants

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay. We’ve helped many clients find Philippine call centers over the years, but recently we’ve seen a significant shift with leading organizations seeking nearshore Central and Latin American contact center outsourcing locations. The contact center outsourcing industry in Peru has generated over half a billion dollars in revenue last year.

Nearshore Contact Center Outsourcing Spotlight: Guatemala, Honduras, and El Salvador

Outsource Consultants

We have seen a demand for nearshore contact center outsourcing locations. contact center rates. There are multiple contact centers located in Guatemala City, which is a prime location that has a workforce of over 3 million people with over 70% of the population under the age of 30. Guatemalan contact center agents are often college educated and bilingual, speaking Spanish and English.

Do What You Do Best and Outsource the Rest: How Contact Center Outsourcing Boosts Your Business

TLC Associates

Quality is likely to suffer if your efforts are spread thin trying to manage your design, manufacturing, distribution, financials, sales, marketing, and customer care (on top of a hundred other points in the process). Below we explore more specific areas of your business that can be outsourced to a contact center so you can get back to what you do best. . Outsource Your Outbound Sales. Worried you’ll lose control of your outbound sales program if you outsource?

How to Tell if an Outsourced Contact Center Is Right for Your Business

TLC Associates

Should my business outsource its contact center? While there can be clear benefits to outsourcing your customer service or contact center, such as lower labor costs, there are tradeoffs that also need to be considered. Working with a contact center often requires a careful eye on forecasting and planning. Similarly, when it comes to selecting a contact center to work with it’s important to choose a partner that you trust to deliver on your brand promise.

Outbound Call Center Tips & Best Practices


Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement.

How to Reduce Contact Center Attrition in Different Ways?

Dialer 360

Call centers are an entirely tough place to work. Deal with inbound and outbound customer industries may create a massive cost of frustration among workers. The estimates of different contact center are usually 4 years with profit. Attrition in contact centers even though it would be broken down into two types. Reps attrition isn’t trended in a call center. The estimate of the lifespan of call center reps is traditionally tiny.

Nearshore Contact Center Outsourcing Spotlight: Bahamas, Jamaica, and the Dominican Republic

Outsource Consultants

We have seen a demand for nearshore contact center outsourcing locations. These mid-market nearshore contact centers offer a great culture, better CX scores and have the languages covered all with a lower cost delivery model (Up to 50% off U.S. Bahaman contact centers are PCI and HIPAA compliant and provide multichannel capabilities that include phone-based call center services, live chat support, email services, texting, and social media customer service.

Tired of Low-Cost Offshore Vendors? It’s Time to Try a Nearshore Contact Center

TLC Associates

Yet when the stakes are even higher, i.e. a business searching for a contact center to represent their brand and increase their revenue, some still choose to jettison quality in favor of a lower cost. In our experience, there is a middle-ground where companies can find harmony between cost and quality: nearshore contact center services. Here are some of the benefits of nearshore contact centers that show they might be right for you.

Contact Center Business Master Plan: 5 Steps to Follow

Dialer 360

It doesn’t matter what category of call center you are planning to set up. This is important to remember setting up call center requires a considerable investment of time and money. Even though, you may able to outsources most of the work and manage the call center set up procedures. A method is to require for elements within the organization as such customer service or call center. Set up a contact center for your business is an investment of both time and money.

Call Center Metrics: Examples, Tips & Best Practices


An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel. Types of Call Centers. Not all call centers are created equally. Generally, there are two main types of call centers: Inbound Call Centers.

Bandwidth to cancel noise in call centers


How much money are you loosing every day due to the noise in your call center? How many outbound sales calls fail since the customer is annoyed by the disturbing noise coming from your call center? How much effort needs to be invested to fix the inaccurate results of your speech-to-text engine that are caused due to the ambient noise of the call center? Can you spare some bandwidth to cancel noise in your call center?

Your Guide to Picking the Best Outbound Predictive Dialer


For contact centers that are in the field of outbound sales, it makes sense to employ an outbound predictive dialer. Here, we’ll examine some key ways to know you’re getting the best outbound predictive dialer for your call center’s needs - and where to find it! Call Center Software Call Center Management

25 Tips & Best Practices for Identifying the Best Call Center Services


Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult. Outbound is ideal for businesses that need assistance reaching customers.

Twilio Wows the Crowd with Flex Debut


Twilio unveiled Flex, its new call center product yesterday and it definitely lived up to the anticipation that has been building since the rumors started last month. Our two stories on it Twilio Shakes Up the Cloud Call Center World with Flex and The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era broke our traffic records, so we knew the interest level was red hot. It’s something new: a call center platform. Tracking Your Call Center Data.

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How to Lower Your Customer Acquisition Costs – Without Hurting Customer Experience

TLC Associates

Here are the practices we’ve seen work in our outbound and inbound sales support programs. Each additional touch point adds labor dollars and increases spend on sales and marketing campaigns. By focusing on your ideal customers, your salespeople yield more sales at lower customer acquisition costs. When you know the answers, you can tailor your sales scripts to speak to the heart of your target buyers’ pain points and motivators. Patch the Sales Funnel.

Ready to Improve Sales Productivity? It’s Time to Outsource Your Sales Support

TLC Associates

of their daily schedule is spent on sales-related activities. It’s a byproduct of the digital revolution, and can be overcome by revamping sales processes to align with the times. Some brands are considering an outsourced contact center as part of their sales process, funneling qualified leads to their sales team. If you’re in that camp, here’s how to outsource your sales support and achieve exceptional results.

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Your Guide to Building an Engaging Omnichannel Customer Experience

TLC Associates

Whether its outbound sales or customer retention, consumers crave personalization. As data gathering machines, companies have this information available – contact center agents just need the ability to access this data. Beyond answering customer questions, live chat is an impressive contributor to customer acquisition and increased sales. On the consumer side, SMS campaigns provide brands with an opportunity for their sales and offers to be seen.

What Is an Outbound Call Center? (And 3 Skills The Best Ones Have!)


In this post: What is an outbound call center? Key metrics for outbound call centers Three skills the best call centers have. What is an outbound call center? An outbound call center makes calls, often to customers or leads (potential customers).

APIs 52

Cloud-based listening for the enterprise


Large enterprises – defined as an organization employing more than 1,000 call center agents – are increasingly moving to cloud-based contact center platforms and away from complex on-premise hardware and software. For example, Five9 – one of the leading cloud-based call center platforms – provides an open API that enables the sharing of call audio and metadata with Tethr’s leading AI-powered voice analytics platform.

Auto Dialer Software: What is Auto Dialer and When to Use it


The auto dialer acts as a co-pilot for sales teams. The ideal software for outbound sales campaigns, an auto-dialer increases sales productivity by as much as 200%. An auto dialer is software that dials up each contact from your database.

5 Ways Artificial Intelligence Revolutionizes Customer Service

CSM Magazine

With the capacity to drastically change our entire world, early adopters are already experimenting with the lucrative functions of AI, especially within the contact center world. In addition, insight delivered by AI can drive advanced levels of service at a fraction of the cost, saving some call centers as much as 60 to 80 percent in costs while helping them stand out in their industry as the “gold standard” for customer experience. Increases contact center productivity.

Increasing Productivity with a Blended Call Center Software


Agent productivity is important when managing a blended call center. Finding the right way to train agents, assign leads, appropriately dial out, and route inbound calls are all key facets to optimizing your call center. But how can you seamlessly improve your blended call center and still ensure your agents remain productive? What is a Blended Call Center? Blended call centers handle both inbound and outbound calls.

Why Mindfulness Belongs in Your Call Center

Customer Centric Support

Customer service and contact center staff need the tools to reduce stress, increase focus and productivity, as much, if not more than the average office worker. Unfortunately, many of the workplace mindfulness programs available require a commitment to downtime for participation that is just not practical in a contact center situation. Without doubt, there is a place for some level of mindfulness in your contact center.

Predictive Dialer vs Auto Dialer: Which is right for your business?


Automation is ruling out almost every repetitive process and sales is no exception. And for growing the bottom line, sales team need to be armored with the best sales automation solutions. Auto Dialer and Predictive Dialer perfectly fill the gap created by the repetitive and monotonous work involved in the sales process. Sales reps have to manually look over other ‘after call’ works too. The first thing that comes to mind is sales.

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What Do You Enjoy Most About Call Center Representative Job?

Dialer 360

You have blessed with the gift of gab, so you probably make pretty good contact center reps. Usually, call center jobs to fall into different categories. You can also work for incoming sales where you take calls from people. Other hand outbound sales, people who call you to sell something with a warranty. Usually, contact centers job demands workers to use a telephone headset and computer. Different call centers are open around the clock.

The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

An omnichannel virtual call center is multi-channel customer experience strategy. These omnichannel cloud call center solution to communicate together. The contact center is under pressure to transform. This is important for your call center to interact with customers. You should explain call center associates about failed self-service. Different end up in the call center of omnichannel. Maximize Omnichannel For Your Contact Center.

5 Tips to Help You Build a Call Center from Scratch


Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. This guide will be useful regardless of the type of call center you’re looking to set up (inbound or outbound, sales or support). Coming up with a plan to build a call center. Define the objectives of your call center early on.

The Omnichannel Evolution – Create An Omnichannel Call Center

Dialer 360

An omnichannel virtual call center is multi-channel customer experience strategy. These omnichannel cloud call center solution to communicate together. The contact center is under pressure to transform. This is important for your call center to interact with customers. You should explain call center associates about failed self-service. Different end up in the call center of omnichannel. Maximize Omnichannel For Your Contact Center.