Quality Contact Solutions

DECEMBER 31, 1969

Aurora, Nebraska, (November 8, 2019): Quality Contact Solutions is pleased to announce that Steve and Marie Korn, formerly of QVSM, Inc. have joined the Quality Contact Solutions team to head up our new small and medium business division (QCS SMB). QCS SMB will focus on serving the unique needs of small and medium business by offering an elastic pool of agents to handle both inbound and outbound programs with an emphasis on lead generation, lead qualification, data enhancement and other business

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Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Brand Evangelist. It’s a known fact that most organizations place incredible pressure on their teams to shorten sale cycles and to improve close rates. A key piece that contributes to the effectiveness of increased productivity is to ensure the entire sales process is optimized every step of the way. What I’ve found to be an essential component in the optimization of the sales process is the segmentation of leads.

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Telemarketing Automotive Best practices Sales 74

Quality Contact Solutions

DECEMBER 31, 1969

By Marcia Jenkins, Senior Operations Manager. Question: Do your call center agent supervisors and quality assurance analysts partner for success? In this article, you’ll learn why best in class call monitoring is based on collaboration between supervisors and quality assurance analysts. In fact, there are 3 primary components of building collaboration.

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Best practices Telemarketing Call Center Coaching 69

Quality Contact Solutions

DECEMBER 31, 1969

By Marcia Jenkins, Senior Operations Manager. Inbound telemarketing may sound like a simple profession if you’ve never worked in an inbound telemarketing call center before. You answer the phone, look up answers for customers or prospects, solve problems, enter orders, upsell or cross sell, and note all the details in your CRM. Easy! Well… not really.

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Telemarketing virtual call center Average Handle Time Upselling 68

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Quality Contact Solutions

DECEMBER 31, 1969

By Shannelle Krebbs, Operations Manager. Determining inbound service level goals is one of the most important factors for anyone responsible for the inbound call center function. Determining the right inbound service level goal is not straight forward. A study conducted by AT&T 30 years ago determined that 80% of calls should be answered in 20 seconds or less.

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Quality Contact Solutions

DECEMBER 31, 1969

By A.J. Windle, Director of Client Engagement. At QCS we have high expectations for our call center outsourcing experts. In fact, all team members must have 3 qualities: Hungry, Humble and Smart. “The Ideal Team Player” by Patrick Lencioni explains why these qualities make the best team players. In short, hungry means working hard and pushing yourself to accomplish more.

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Quality Contact Solutions

DECEMBER 31, 1969

By A.J. Windle, Director of Operations. Great leaders are a rare find and if you are fortunate enough to be in the presence of a great leader you will immediately know the difference between good and great. Great leaders operate with honesty and integrity, they inspire others to go above and beyond, they empower their employees, hold them accountable and are great communicators.

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Telemarketing B2B Call Center Coaching 66

Quality Contact Solutions

DECEMBER 31, 1969

By Shannon Svasek, Operations Manager. With almost twenty years as an operations manager that is responsible for leading a team of business to business salespeople in an outbound and inbound call center setting, I’ve had the opportunity to reflect on why I enjoy my work and see it as worthwhile work. Worthwhile work in an outbound and inbound call center setting can mean lots of different things.

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Quality Contact Solutions

DECEMBER 31, 1969

Angela Garfinkel, President. Meet Julie Kramme. Julie is an outsourced telemarketing and call center operations expert. Julie came to QCS with 20 years of call center industry experience, including 17 years in Account Management and Client Services. There are 3 characteristics that make Julie a great Sales Executive with QCS. This contact solutions expert is never satisfied with ‘good’.

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Quality Contact Solutions

DECEMBER 31, 1969

B2B telemarketing lead generation and appointment setting is challenging. Add to that a target demographic that is highly technical and you will soon find out why writing the best call guide is critical to qualifying sales leads. At QCS, we are experts in creating a dynamic call guide that not only engage your technical demographic but will also generating high quality sales leads that will provide your organization with a positive ROI.

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Telemarketing Scripts B2B Sales 66

Quality Contact Solutions

DECEMBER 31, 1969

By Heather Dubas, Senior Operations Manager. Many companies use telemarketing to set appointments. Regardless of the industry, the keys to telemarketing appointment setting success remain the same. I am excited to share some insider tips on how we achieve that success for our clients at Quality Contact Solutions. 1. The telemarketing appointment setting team must have a good understanding of your core products and services.

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Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Operations Manager and Brand Evangelist. It’s A-L-I-V-E (queue creepy music), outbound telemarketing is A-L-I-V-E (end creepy music)! For those who say it is dead, here’s why I am convinced it isn’t and won’t be. It shouldn’t be written off so quickly, as it often times is. Outbound telemarketing is an untapped resource that should be used more.

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Quality Contact Solutions

DECEMBER 31, 1969

By A.J. Windle,Director of Operations. Setting high quality appointments in B2B appointment setting is like walking a tight rope. The path to success is narrow but if you have the right tools and place your feet in just the right place step after step you will make it to the other side unscathed. We currently set appointments for an organization that offers reduced travel costs to businesses by partnering with 1000’s of hotels across the United States.

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B2B Telemarketing Coaching Best practices 64

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Quality Contact Solutions

DECEMBER 31, 1969

Telemarketing Appointment Setting Best Practices: Part 2. Author note: This is the second article in a 3-part series. In Part 1 , we discussed how to maximize the appointment kept rate when conducting telemarketing appointment setting. In addition, we introduced the 6 primary components of a successful telemarketing appointment setting program: A targeted contact list with phone numbers.

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Telemarketing Best practices B2B Automotive 64

Quality Contact Solutions

DECEMBER 31, 1969

By Rich Hamilton, Director of Marketing & Product Development. Creating the perfect telemarketing compliance program is challenging. Outbound telemarketing managers will tell you that ensuring their outbound telemarketing is compliant is one of the things that keeps them up at night. Whether the telemarketing operation is internal or outsourced, the responsibility for ensuring compliance with the ever-changing telemarketing laws, regulations and statutes can be a tough job.

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Quality Contact Solutions

DECEMBER 31, 1969

By A.J. Windle, Director of Operations. When I was a kid, I loved going to the circus. Clowns, fire breathers and balloon animal makers were the best. Nothing could put a smile on your face like someone cracking jokes or doing the impossible. Well, fast forward several years later and through telesales outsourcing I have had the benefit of leading a telesales project which targeted clowns and other types of party suppliers.

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Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Brand Evangelist. I’m sure we can share at least one experience (or dozens!) where we’ve felt like the person on the other end of the phone just wasn’t listening to what we were saying. For me personally, I find it to be one of the most annoying and frustrating experiences when receiving an outbound telemarketing call. It’s not just that the person on the other end isn’t listening, the fact is, I automatically go into a spiral of assumptions…to name a few: “this person do

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Telemarketing Personalization Sales Consulting 63

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Quality Contact Solutions

DECEMBER 31, 1969

By A.J. Windle, Director of Client Engagement. How to assemble the perfect “Avenger” worthy Team. I’m a huge Superhero fan. While that maybe a “little” nerdy, when it comes to creating the perfect team, I’m telling you, “The Avengers” are on to something. If you want to assemble the perfect telemarketing center team , I’ll share with you my Avenger Method.

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Quality Contact Solutions

DECEMBER 31, 1969

By Heather Dubas, Senior Operations Manager. The foundation of our call center operation are 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.

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Quality Contact Solutions

DECEMBER 31, 1969

By A.J. Windle, Director of Operations. 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.

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Quality Contact Solutions

DECEMBER 31, 1969

By Ryan Apodac, Operations Manager/Trainer. Telemarketing appointment setting can be a game changer for any sales team. Appointment setting allows your sales experts to focus their time more efficiently with customers and clients who have already expressed some level of interest. Of course, they likely already have a book of business to work through, but what comes next?

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Telemarketing Scripts Best practices outsourcing 61

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Technology

Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Operations Manager and Brand Evangelist. I’ve had the opportunity to work with a number of outsourcing organizations over the years. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Effective contact center management can make it or break it from a customer experience standpoint.

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Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Brand Evangelist. Yesterday I was at my oldest son’s high school baseball games when one of the mom’s commented about how her son has recently lost his “mojo” when it came to his batting. This particular player had always been referred to as “the best batter” on the teams he played for over the last 4 years. I thought the comment was interesting so of course I listened to what the chatter was all about.

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Telemarketing B2B Personalization Management 60

Quality Contact Solutions

DECEMBER 31, 1969

By Rich Hamilton, Director of Marketing & Product Development. It’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.

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Average Handle Time Telemarketing Call Center outsourcing 58

Quality Contact Solutions

DECEMBER 31, 1969

By Marcia Jenkins, Senior Operations Manager. If you are one of the thousands of companies looking for call center services on a daily basis, look no further. QCS has the management know-how and technology to ensure the best results and the best efficiency possible. One of my favorite best practices for managing inbound call handling is the blended seat.

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Call Center Telemarketing Best practices Metrics 58

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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

Contact Center

Quality Contact Solutions

DECEMBER 31, 1969

Sandy Pernick, Senior Operations Manager. Note: When we use the term outbound telemarketing , we’re talking about placing cold calls to prospects to set business to business appointments. Some companies call this work Business Development. Others call it prospecting. Others call it lead generation. Keep in mind that these terms can be used interchangeably.

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Quality Contact Solutions

DECEMBER 31, 1969

By Angela Garfinkel, President. The State of Indiana has amended its Telemarketer Registration law as of July 1, 2019. Effectively the amendment to the existing statute removed the numerous exemptions that sellers and telemarketers previously relied on. Did you know that inbound call centers (and sellers that employ them) that do any type of sale are now required to register in Indiana as a telemarketer?

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Telemarketing Automotive B2C B2B 58

Quality Contact Solutions

DECEMBER 31, 1969

By A.J. Windle is the Director of Client Engagement. People ask me all the time. How many evaluations should be done for an effective call monitoring program in our call center? The mindset is the more evaluations the better. While conceptually that makes sense, listening to more calls doesn’t make your representatives great. In my opinion, it is the quality of the call evaluation, who delivers the feedback to the agent and how the feedback is delivered which impacts behavioral habits.

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Coaching Call Center outsourcing Feedback 58