Published on 27 April 2017
#AnsweringTheCall sounds easy until you’re the one being asked to do it.
Athletes around the world are being asked to answer the call every day. Of course, we’ve seen athletes show up to a press conference only because they didn’t want to be fined. We’ve also seen athletes make bad decisions that lead to jail or even death because of them. Athletes are humans but when they’re in the spotlight we tend to hold them to a different standard.
This April, QCSS decided to recognize some athletes who proved that #AnsweringTheCall is no easy task, but it is impactful. They have found a way to use the platforms they have in order to answer the call and make a difference in their communities.
Check out what #AnsweringTheCall means to QCSS and how these athletes fit perfectly into the mold.
Having the motivation to become better at what you do every single day.
Bricks and Ivy Ball raises $2.2M (Source)
This month the Chicago Cubs raised $2.2 million for their foundation at the Bricks and Ivy Ball. The money will benefit a children’s fitness program, an initiative to build and renovate baseball fields and playgrounds through the city, and the team’s scholars program.
The reason that QCSS chose the Chicago Cubs as an organization that is #AnsweringTheCall is because many players show up to the event to support the charity which shows that the team wants to see the community around them improve.
It’s great to point out that Matt Szczur’s painting of teammates Anthony Rizzo and Kris Bryant sold for $35,000. This is one important player trying to make a difference in the organization.
The Chicago Cubs organization showed that they have the ability to answer the call by motivating each other in order to become better at what they do every single day. Not to mention, they won a world series after 108 years by #AnsweringTheCall.
Remaining competitive in whatever you choose to do.
Three thousand female athletes from Chicago area high schools made a difference off the field by collecting and donating 7,500 books to Mahalia Jackson Elementary School. (Source)
It is easy to say that these female athletes are remaining competitive on the soccer field and off the field by collecting and donating 7,500 books.
The group of female athletes surprised the students at the elementary school on Wednesday, April 12.
Not only are these high school females #AnsweringTheCall by remaining competitive on the field but they are remaining competitive off the field too. It is pretty impressive that these girls collected 7,000 books to donate to an elementary school where most students come from low-income families.
Fighting for what you believe in.
Student-athlete talks about gender inequality and how she hopes to overcome it. (Source)
Quinn Parker, a student at Princeton University, talks about what being a female athlete at the school means to her and the obstacles she has faced because of her gender. Although Parker realizes there are obstacles, she won’t let it defeat her as she continues to overcome the challenges.
She mentions, “But I refuse to be limited in what I can do, where I can go and who I can be because of my gender.”
Parker does a great job at representing what QCSS believes it means toanswer the call. She’s standing up for something that she believes in, which is gender equality. She wants people to know that she isn’t going to let her gender hold her back from accomplishing her goals.
What’s one of the coolest parts about Parker’s story?
Track & Field is the reason for the mentality that she has today.
Setting goals and never giving up.
The first woman to officially run Boston Marathon makes a triumphant return. (Source)
Kathrine Switzer made history back in 1967 when she became the first woman to officially run the Boston Marathon. Race officials tried to stop her from completing the marathon after they found out she was actually a woman and not a man.
Fifty years later, on April 17, she finished the race again.
Kathrine Switzer was #AnsweringTheCall by setting a goal and not giving up on it. She didn’t let the man stop her when she was 20-years-old and she didn’t let anyone stop her from running it again. In the beginning, she set a goal and she stuck to it without giving up. She had people telling her that it wasn’t her race and that she shouldn’t be running it. She had people trying to physically stop her but she kept on going.
It’s amazing and inspiring to see that Kathrine is still #AnsweringTheCall.
Believing in yourself.
How Skylar Diggins really sees herself on and off the court. (Source)
With the WNBA season right around the corner, one player particularly stuck out in April. Skylar Diggins, a point guard for the Dallas Wings, talks about how she never saw herself as a natural athlete but knew that she could put in the work to become as great as she is now.
Diggins talks about how she has a passion for basketball and how she never stopped putting in the work to compete, be better and challenge herself.
Skylar Diggins does an amazing job at demonstrating what #AnsweringTheCall means. She may not have considered herself an athlete, but she proved to that she could be one. She worked hard to become a professional basketball player and she hasn’t let anything stop her from pursuing her dreams.
Being a leader and believing in others.
Katie Naughton lives to inspire and makes sure that she is #AnsweringTheCall for the next generation. (Source)
In the video, Katie Naughton talks about how she is motivated to #AnswerTheCall because she knows that there are people out there that look up to her as an athlete.
Naughton was chosen by the Chicago Red Stars as a player that is #AnsweringTheCall. She shows on and off the field that she has what it takes to be a leader. She looks up to people like her mom, who pushes her to be the best that she can be. She also mentions how exciting it is that younger girls look up to her because that’s who her mom was to her, somebody to look up to.
Katie Naughton proves that she is #AnsweringTheCall by being such a great role model to other aspiring athletes. She proves that she believes in others by contributing on the field with her teammates and trusting that they are making the best decisions for the team.
After every Chicago Red Stars game, QCSS presents a player of the match. This past week, Julie Johnston Ertz was chosen as the player of the match. The Chicago Red Stars also share a video of how certain players believe they answer the call before every game. Talk about a way to empower women. Follow us on social media to get updates on players who prove #AnsweringTheCall is just another thing they do.
I encourage you to take a step back and think about the last time you answered the call. We all have social media platforms, like Katie Naughton, that allow us to be leaders and motivators. We all have the drive and ambition to try our hardest at our jobs or in school like Skylar Diggins does on the court. If you have a voice, then use it to stand up for things that you believe in like Quinn Parker.
What are you doing today in order to answer the call?
Published on 26 April 2017
It is 8 o’clock at night and you just now realized that you have a dentist appointment tomorrow that you can’t make. You go ahead and call the dentist in hopes of leaving a message to tell the dentist that you won’t be in the office to see them tomorrow.
When you get through to the dentist, you suddenly hear another voice on the phone. The person that you’re on the phone with is most likely a company that the dentist hired as an answering service. They then tell you that they can’t reschedule the appointment for you and that you have to call back during office hours.
So, why is your dentist hiring an answering service? It doesn’t really seem like they’re doing anything for your dentist. What’s the point?
Truth be told, there is a reason that the dentist hired an answering service but it may not be to reschedule appointments or take messages for the dentist.
The reason that your dentist probably hired this answering service is so that if there’s an emergency when they are out of the office, it’ll be possible for them to meet the needs of their patients without having the patient getting in direct contact with them.
So, what exactly is an answering service?
An answering service allows businesses to connect with customers and clients at any time of the day or night. The point of the answering service is to allow screening of the calls. If the call seems to be important or an emergency, the person who is using the answering service for their company is going to be contacted in order for the situation to be resolved.
How does an answering service work?
A company or business hires an answering service
The answering service takes and screens the call for the company or business
The answering service provides information or takes information and then passes on the information to the person who hired the answering service
Let’s use the dentist office as an example. If someone were to call the dentist office and the situation was an emergency, the answering service would contact the dentist and see if the situation was something that needed to be attended to immediately.
If someone calls at 8 P.M. wanting to reschedule an appointment, that person may be directed to call back during office hours unless the answering service does have the ability to schedule appointments for the office.
How does an answering service have the ability to schedule an appointment?
Sometimes call centers provide answering services for other clients. A call center doesn’t only provide answering services though. It is most likely that a call center offers other services too.
For an example, QCSS also offers appointment setting, level one and two help desk, direct advertising response, event registration, customer support and many other inbound services.
It’s important to note that not all answering services provide other services. If it is only an answering service and not a call center, that means that the company most likely will not provide appointment setting, advertising response, event registration and other inbound services.
Who needs an answering service?
A lot of different types of professionals can benefit from an answering service. As mentioned, a dentist office may find it necessary to hire an answering service. A couple other examples would be a doctor’s office, sales reps, insurance companies and even entrepreneurs.
Professionals can find different benefits in an answering service because of how resourceful it is. Let’s say that you’re out on the road as a sales rep and a lead is trying to get in contact with you. They call the office and you aren’t there so then they try to reach your work cell phone. If you’re driving to another client at the moment it may be difficult to talk on the phone while driving. If you’re meeting with another client, it could almost be impossible to answer the phone call if you don’t want to be disruptive and rude.
An answering service makes a situation like this simple to deal with. The answering service will seamlessly answer the call and figure out what the next best step is for the client.
Agents that are working for the answering service are professionally trained and they are going to get to know your company extremely well before beginning to take calls. As time goes on with the company, these agents are going to know your company like the back of their hand.
To answer the question, a lot of people need an answering service but they don’t really look into the benefits of hiring one. It can help a business grow exponentially.
Can you benefit from an answering service?
Do you find yourself deleting voicemails every day in order to keep your mailbox empty?
Is it difficult for you to answer calls because you’re so busy?
Are calls distracting you from work that you need to get done?
Are you falling behind on work because of inbound calls?
Are you receiving high volume calls?
Are you looking to capture every call, every time the phone rings?
If you answered yes to any of those questions, it may be time to consider hiring an answering service to help you handle inbound calls.
Let QCSS help you pick up the SLACK.
SLACK means something a little different to our company than it does to other people. Here at QCSS, SLACK stands for Sales, Lead generation, Answering service, Customer service and support and Knowledgebase and help desk.
Did you know that in the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person? (Source) That means that more than half of customers are so displeased with the customer service they are receiving, so they just completely give up.
What kind of customer service does your company provide? Is it customer service that keeps consumers coming back for more or does it have them running for the door? Either way, it is pretty well known that outstanding customer service is mandatory in order for a business to survive.
According to Help Scout, in 2011, 86% of consumers quit doing business with a company because of a bad customer experience.
At QCSS, "Where the only call that matters is yours" every time the phone rings, we answer seamlessly as your company promptly to give the customer the attention they demand and deserve. For more information, visit http://www.qcssinc.com/or call (888) 229-7046.
Published on 20 April 2017
Imagine this: You’re a parent of four children. Two are in elementary school, one is in middle school and the oldest is in high school. It is 9 o’clock at night and your angel of a child, the one in middle school, tells you that they need a poster board for their class project that is due tomorrow.
You’re tearing up the house looking for poster board while your child sits there screaming in full panic because YOU don’t have a piece of poster board for them to complete their project. As you’re on your hands and knees searching, you think to yourself, “Why does she always wait until the last minute to start a project?”
The nearest convenience store closed at 9 P.M. So, now you’re driving fifteen minutes away to pick up a piece of poster board for your angel child.
The aggravation, of course, began as your child was screaming at YOU for not having a piece of poster board for them. Then, the aggravation continued when you realized the nearest convenience store closed at 9 P.M.
As a consumer, you were aggravated because the convenience store wasn’t actually convenient at all. How do you think your consumers feel when they call into your business at 7 P.M. and nobody answers the phone? My guess would be aggravated.
Have you thought about turning your company into a 24-hour business? Maybe the thought hasn’t crossed your mind, not but here are 5 reasons that it should.
1. Shock Your Competition
Take a look at what your biggest competitors are doing. Are they running businesses 24/7? If they aren’t, this is a great opportunity for your company to get ahead.
Sometimes it’s difficult to get yourself to stand apart from your competitors. What do you have that they don’t have? You may think you have a huge advantage over competitors but consumers can think otherwise.
Offering services twenty-four hours a day may make you stand apart from your competitors. A lot of companies are hopping on board and working around the clock, how about yours?
2. Gain Company Insights
You’ll learn more about your company than you thought you would ever be able to. You will figure out how many people are calling into your business after hours and why they are calling. These insights will allow your business to run more smoothly because issues can be fixed before they become bigger.
Outsourcing a call center or even starting a 24/7 customer support center in-house may have you realizing some things that have never caught your eye before. Maybe some consumers look for 24/7 support and your company not having it is driving them away.
Operating a business all the time is not an easy task. It takes a lot of hard work and dedication to even get to a point where you can be open twenty-four hours. Having your business available when customers or clients need it may have you changing behaviors during the day in order to see more turnover and sales.
Not to mention, leads can be calling your business when you’re not around. Who’s answering the call?
3. Stop Missing Calls
Is it often that people call into your business after hours and actually leave a voice message? Maybe voice messages are something that you receive often or maybe you have consumers calling into your business after hours without leaving a message and never calling back.
If you began to service your consumers twenty-four hours a day, they wouldn’t need a reason to call back or leave a message. They could get their questions answered immediately or their issues fixed within minutes rather than having to wait until the next day.
Think about a world where other people answer the phone for you and you don’t have to worry about dissatisfied customers or clients. There’s a world like that out there and if customer satisfaction is something that you strive for, it may be for you.
4. Become Reliable
If consumers feel like they can contact your business around the clock, you will become more reliable to them. Let’s say that someone calls into your company at 7 o’clock in the evening after everybody has left the office or building. If nobody is there to answer the phone, the issue won’t be fixed until the next day and that’s if the consumer even bothers to leave a message.
Twenty-four-hour service will allow customers and clients to rely more on your company than they can on other companies that aren’t operating twenty-four hours.
If that same mentioned consumer called into your business and someone picked up the phone, a message can be taken and you won’t lose them as a customer.
Twenty-four-hour service is a simple gesture that will have consumers putting you at the top of their mind before competitors because you can be there for them when other businesses aren’t.
5. Create Jobs
Whether you choose to begin a twenty-four-hour service in-house or if you outsource, you will be creating jobs for your community and the country. People are getting paid to work overnight and answer phone calls. There are businesses that specifically provide these services to other businesses in order to achieve customer satisfaction.
How great would it be to say that your company or the company that you work for is contributing to the economy by staying open twenty-four hours a day, seven days a week? Give back to your community and the economy by answering the call.
What does answering the call mean?
QCSS has launched a campaign around the basic idea of #AnsweringTheCall. As mentioned in the article posted a couple weeks ago, answering the call means to us, what it means to you. Every person is going to have their own vision of what answering the call means.
If you haven’t read it or don’t have the time, to QCSS, answering the call means:
• Having the motivation to become better at what you do every single day
• Remaining competitive in whatever you choose to do
• Fighting for what you believe in
• Setting goals and never giving up
• Believing in yourself
• Being a leader and believing in others
This week QCSS proudly announced we are officially open 24 hours, every day so that we can continue to provide quality service for clients around the clock. The announcement of our new partnership with the Chicago Red Stars motivated us to step up and answer our own call.
What have you done in the month of April to answer the call?
Published on 18 April 2017
Does the thought of calling someone you don’t know make your palms sweat? It’s time to put an end to the fear of the phone. The internet and social media have taken over a majority of the business world. It’s easy for us to contact people through E-mail or LinkedIn without having to think on our feet before pressing send.
If it’s not something you’re used to, making business calls can be intimidating especially when it’s somebody that you don’t know. That’s why we want to give you some insight on how to make a successful warm call.
What is a warm calling? Warm calling is soliciting to potential customers who you have made contact with in the past. This could’ve been through email marketing, networking at a conference, or somebody who has requested more information about your business through a website or in person.
What is cold calling? To keep it pretty simple, cold calling is soliciting to potential customers who weren’t expecting to see or talk to you. These potential customers probably haven’t shown much interest in your product or service before you picked up the phone to call them.
What’s the difference? It’s not about who you know, it’s about who knows you. You could say that you know someone and give them a call but they have absolutely no idea who you are or how they would ever know you. That’s something the person on the other end would consider a cold call.
If you call someone, let’s say through referral, you have more of a lead than the person making the cold call. You can mention the person that you both know so the point of the call and how you got their information becomes clear. That situation is more of a warm call.
Here are 7 tips to make an incredibly successful warm call:
Find promising prospects
All warm calls should be placed to someone who you’ve met before, has expressed interest in your business or was referred to you by someone else. If you’ve met them before, what was it about them that made you think they would be a great prospect? Know the answer to this question so that it’s easy for you to express to them why they seemed so great to you.
If they’ve expressed interest in your company, what was it through and how did they find you? Try to get this information before making the call so that you can learn a little more about what they were looking for before reaching out to your company.
If they were referred to you by someone else, try to find out why this person referred them. There must be a reason that they were mentioned to you by someone else. There’s a reason someone gave you their contact information.
Dig deeper into the situation instead of just picking up the phone and making the call. If you can’t find more information then make sure you’re confident when making the call. Be sure that this is a promising prospect so that no time is being wasted on either side.
Reintroduce or formally introduce your company
Are you calling someone who you met at a conference? It could be that you’re calling someone that you previously did business with. Regardless, be prepared to simply reintroduce or introduce the company that you’re working for.
If you did meet at a conference, mention what conference it was and then continue to tell them what your company does. If they were a previous client or customer, be sure to mention what services or products were previously provided to them.
Sometimes, it’s difficult to even remember what we had for dinner. Be prepared to explain how you know this person and why you’re contacting them. Allow them a chance to talk too because you don’t want to overwhelm them with information about a company that they aren’t even interested in. It will turn them off to the company even more.
Find a company that fits your business model
Make sure that when you’re calling a lead, they fit into your business model. You should be sure that this lead is someone that you can actually see yourself doing business with in the future. This way, you’re not wasting your time or their time either.
QCSS recently partnered with the Chicago Red Stars. The Chicago Red Stars are a professional team in the National Women’s Soccer League. QCSS is women owned and certified as WBE. Together we share a passion and commitment to the women’s game and the advancement of women in the workforce.
We knew from the start that the Chicago Red Stars were going to make a great partner because of passion for progress for women. When warm calling a company, look for something that both companies have in common. This will turn out to be important to them and to your company too.
Know what the company does
Before making the call, do research on the company. Explore the company on LinkedIn and on their website. Get to know what they do and don’t just assume. Do your research so that when you’re on the phone you don’t look uninformed.
If you don’t know much about the company and you make the call, they may think that you’re just wasting their time and get aggravated. Show that you understand what they do and which kind of consumers that they serve. Be open with the person on the phone about what your company does and who they offer products and services to so that they can also better understand your company.
Also, if you show interest in the company they may be more interested in continuing to keep in touch even if the fit isn’t right at the moment. It’s possible that this prospect can refer you to another person or company if they think you’re genuine and your product or service actually will be beneficial.
Know what you’re going to say
Be prepared for the worse and be prepared for the best too. Don’t act surprised when the person says they want more details about the company and don’t get offended when they say that they aren’t interested.
Anything can happen on a phone call. The call can get disconnected and you’re going to have to decide if you should call back or not. The person may act completely uninterested in what you’re pitching to them and you’re going to have to find a way to keep a positive mindset.
Talking on the phone is nothing like sending an email. You don’t have thirty minutes to develop a script that will hit all key points along with providing a call to action. That’s why you need to know what you’re going to say.
Keep the call short and sweet
It’s recommended that you try and keep the phone call under five minutes. This way, you aren’t taking too much time out of their day but you’re still able to reintroduce or formally introduce your company.
It may seem that not having a lot of time on the phone is discouraging and you won’t have time to say everything you hope to. This is possible so make sure that you have a specific purpose of the phone call. The person may only have two minutes to talk to you when you were expecting four. Shorter is better when trying to grab attention on a warm call.
After the call, send over a follow-up email so that they have access to more information if they need it.
Keep in mind that not every warm call is going to be successful. Some people aren’t going to be interested in the service or product that you have to offer. Learn that you have to accept this and then follow the next lead. If someone says that they aren’t interested leave it at that because not every potential lead is going to be a good fit.
Believe that you can do it
Make the call with confidence. Your tone of voice is everything when making the phone call. Try to keep the conversation in control and in your favor. Always keep the conversation positive and don’t let your nerves take over. The conversation that you’re having on the phone could be a new client or customer in a couple of days, weeks or months. Keep that in mind when you’re talking on the phone. This way, you’ll be more confident than ever.
Still don’t want to make the call? Or maybe you just don’t have the time? QCSS can provide lead generation and qualification, appointment setting, up-selling, cross-selling and many other services for your company. You don’t have to talk on the phone because we can do it for you.
Published on 13 April 2017
Have you ever taken a moment to notice how hypocritical it is to point your finger at someone? Go ahead and try it. Point your finger at something. It doesn’t have to be a person. It can be at your computer screen or your phone.
Did you notice that when you went to point your finger, three other fingers were pointing right back at you?
It’s something that can easily go unnoticed. When we’re so busy blaming things on other people, we don’t take a second to realize that maybe what they’re doing isn’t the issue.
If your business isn’t growing, who’re the first people that you point your finger at? Is it your employees or people that are working underneath you? Is it someone who works above you? Maybe you point the finger at yourself. Regardless, one person should never be blamed for an entire situation.
That’s why I am going to encourage you to take a minute and reflect on how you can improve yourself which will hopefully lead to business growth.
1. Quit putting yourself first
With some of the other things I’ve talked about before, this may sound like a contradiction but in order to grow, you have to stop putting yourself first.
In the business world, we must learn how to make sacrifices and look for ways to improve ourselves. This may mean that we have to put others before us in order to get to where we want to go.
If somebody asks you for a favor but it’s a little inconvenient to you, do it anyways because who knows the next time you may need a favor from them that they don’t find convenient.
If your boss asks you to stay a couple hours after work to help them on a project, do it even if you did have plans with a co-worker. Your boss may have asked you to stay to work on the project because they think that you’re the best for the job. If you say no, maybe it’ll lead them to believe otherwise.
There are going to be times when we don’t want to do something because it’s inconvenient. Evaluate the situation and take the time to recognize that maybe you have to put other people first before you can put yourself first.
Sure, a drink after work with a co-worker sounds a lot more fun than helping your boss finish up a project but the drink is going to mean nothing to you once it’s gone. The big project could lead to a new client and a possible promotion.
Think about which opportunities are worth it and which you can pass on. Don’t be afraid to put yourself first occasionally and remember that you can’t get to where you want to go by always being comfortable.
2. Allow yourself to continue to grow
Every morning, I try to find time to research trends in the industry. I’ll also find time to catch up on emails that I’m subscribed to because sometimes they get my mind running and in work mode.
Don’t allow yourself to believe that you know everything that’s happening in your industry. Take time to read about new trends and how you can improve your work. Every day, I make a promise to allow myself to learn something new and you should too.
The internet gives us so many opportunities to continue to learn. It gives us the chance to take advice from people who we never thought we could receive advice from.
If you don’t allow yourself to learn new information then at some point your company or business is going to be so behind that it’ll be difficult to catch up. It’s important to realize that this can be avoided.
The internet isn’t the only thing that is going to help you learn. Pick up a new book or sit down and talk with an industry leader. Allowing yourself to have an open mind and continue to learn is a great quality to have. Plus, allowing yourself to grow will allow your business to grow too.
3. Learn to network and not only on LinkedIn
You’re probably thinking to yourself, “I already know how to network.”
When was the last time you reached out to a loose connection?
When was the last time you offered your services to somebody else?
When was the last time you held an informational interview with somebody starting out in the industry?
It’s time to step out of your comfort zone and network with people you don’t usually network with. You should stop thinking that you don’t have enough time for an informational interview with someone who is trying to get their foot in the door.
What you should think is about all the things that this person can do for you. They can provide new insights and help you step away from your work for a little to free your brain of clutter.
Maybe, this person knows something about the industry that you don’t. Allow yourself to help others and it may just lead you to answers that you didn’t know you were looking for.
That’s why it’s time to learn how to network. Don’t allow yourself to think that you already know everybody you need to know. LinkedIn isn’t the only way to network. Face to face interactions are great and it allows other people to see who you are and what your business represents.
Networking is a great way to grow a business. Networking leads to references, references will lead to leads, and leads will lead to sales.
Remember that it’s not about who you know, it’s about who knows you.
4. Define your own success
It’s simple to look at other people and see how successful they are.
How did they get there?
What can I do to be as great as they are?
It’s going to take everything in you, but stop comparing yourself to others. Quit letting the success of others define your success because they aren’t you and you will never be them.
Acknowledge the work that these people have done to get to where they are. If it’s your friend, be happy for them. If it’s someone that you look up to, follow their lead and continue to work on yourself.
Live the life that you want to live and do things that make you happy. Set goals for yourself and work on accomplishing them.
What does success look like to you? What does it mean to you?
Write down the answers to these questions. Make it a goal to remind yourself every day to focus on yourself and not others. Watch yourself and your business grow.
5. Remember the past and learn from it, but don’t let it bring you down
Know that bad things happen to everybody. You aren’t always going to land the sale or get five leads in one day. Some days are going to be better than others.
Let’s take a look at recent incidents that have happened. Pepsi rolled out a commercial that a lot of people didn’t agree with. United Airlines has a lot of unhappy consumers from an incident that happened over the weekend.
Do we think that Pepsi and United Airlines are going to go out of business because of what happened? No, probably not.
Do we think that they learned from what happened? I would certainly hope so.
What’s my point? Stuff happens. Things are out of our control sometimes but we have to get over it.
As much as people try to bring you down, don’t let them. The only person who has control of your future is yourself. Don’t allow anybody to let you think any differently. Bad things are going to happen but you have to move forward. If you don’t then your business won’t either.
Last week, QCSS published an article about a new campaign that we launched which is based around the idea of #AnsweringTheCall. As I mentioned in the article, answering the call means to us, what it means to you. Every person is going to have their own vision of what answering the call means.
This week we wanted to ask you one question pertaining to the post. If you haven’t read it or don’t have the time, to QCSS, answering the call means:
• Having the motivation to become better at what you do every single day
• Remaining competitive in whatever you choose to do
• Fighting for what you believe in
• Setting goals and never giving up
• Believing in yourself
• Being a leader and believing in others
When was the last time:
That you put somebody else before you?
That you learned about something new?
That you made an effort to genuinely network with someone?
That you defined what success means to you?
That you allowed yourself to learn from the past instead of holding you back?
The most important question is:
When was that last time you answered the call?
This time, I’m pointing the finger at you. At QCSS, we make an effort and encourage each other to answer the call every single day. We’re doing our part but are you doing yours?
Published on 11 April 2017
Just last week, QCSS talked about what SLACKing meant to our company. It means something a little different to our company than it does to other people. Here at QCSS, SLACK stands for Sales, Lead generation, Answering service, Customer service and support and Knowledgebase and help desk.
In the post, we mentioned how we are going to help you pick up the SLACK at your company. This week we are following up on our promise and delivering our first bit of information about Sales.
Take a look at these 7 questions you may have for a call center when considering outsourcing to improve company sales.
Will your company contact other business or consumers for my company?
The answer to this question is going to depend on what kind of campaign that you’re running. Most likely, a call center will be able to run campaigns for both types of businesses, B2B and B2C. If your company wants to focus more on reaching out to other businesses, the call center should be able to do this for you. If your company wants to focus on reaching out to consumers, a call center should be able to do this for you too.
Research the call center that you’re considering because usually a question like this can be explained when looking at the services that they provide. Most call centers are going to be able to run campaigns for both businesses and consumers but sometimes they may have a specialty.
Ask or search their website for testimonials. Consider what types of companies are using their services and really listen to what these companies have to say. This information can be extremely valuable so use it if it’s provided to you.
The main focus should be on your company and what you want your campaigns based around. Make sure you express this to the call center so that they understand your wants and needs.
If our consumers have questions, will you have answers?
The answer to this question should always be yes. Call centers should be doing the best they possibly can to seamlessly answer phone calls for your company. Hopefully, questions can be answered in the center and if they can’t be, the agents should know how to handle the particular situation.
At QCSS, we allow companies to bring in their team to train our agents. If this isn’t possible, we also encourage our clients to allow our team to make a site visit, to train via phone conference, through digital meetings (using a service such as Skype), or via a desktop share. All agents are pre-trained before receiving program training so that goals and expectations of the campaign are well known.
Take a look at the training foundation of a successful campaign provided by QCSS to get a better idea about the continuous process of training agents.
Who provides the script or call guide?
Call centers should be willing to work hand in hand with clients so that they can come up with a script, or call guide as we call it, that will work best with the particular company.
The purpose of the call center is to allow professionals with experience to turn decisions into actions. The call guide is going to be extremely important because it’s going to be what your consumers hear when first calling into or receiving a call from the company.
Don’t worry because professionals at the call center should be more than willing to work together with you to develop a call guide that fits your company and represents the purpose of the campaign.
It can be scary at first if you’ve never outsourced a call center before. What if the call center doesn’t develop a call guide that your company likes? What if you see the call guide going in a different direction and they’re missing the purpose of your campaign?
This shouldn’t happen but if it does, communicate with the company. If you want the call center to make progress with your company and for the campaign to be successful, communication is going to be the foundation of the new partnership.
How much am I getting out of this service?
If you are putting time and effort into the call center and paying close attention to the campaign, you should be expecting a lot out of the service. Depending on which direction you are headed with the call center, you can expect to see:
A focus on core business
Free capital for research & development and advertising
An increase in sales and profits
Condense sales and service into one location
Forecast budgeting with fixed costs
Reduced overhead expenses
And many more benefits. There are agents who will be assigned to your campaign and they will work very hard to see your business succeed. If there is no success in your campaign, there is no success in their work either.
To a call center, your business isn’t a game. It’s an investment. It’s something that they hope to see succeed so that they can have happy customers and clients, just like you.
What are your expectations?
As with any other company, a call center expects to see growth within your company, and their own, from all work.
We expect to meet the wants and needs of your company so that it can continue to grow. Just like you, we want to see your company take off. We work with the desire to serve to you and your consumers.
We expect you to communicate with us so that we can deliver the best results while continuing to meet your expectations.
At QCSS, we strive for exceptional results and professionalism. As a company, our expectations are high and we all work together to meet them every single day.
Any call center should be expecting to see your business succeed through the services that they are providing. Don’t be afraid to ask this question when looking for the perfect fit for your company.
Individually, call centers should have specific goals to hit when working on certain campaigns. Ask them to set goals and expectations so that it is easier to track progress.
Where can you make a difference for our company?
This is a great question to ask a call center and the answer is more than likely to be specific towards your goals.
The process might begin by the call center asking you what you are expecting to get from outsourcing. Then, the company will develop an answer to your question after hearing the response.
The reason they may ask you for your response first is because the focus of the campaign is about your company and what you expect as an outcome of the services. The call center does want to find specific ways to make a difference for your company. They are also going to want to track the progress of the campaign which will be beneficial to you too.
There are some small differences that every call center expects for you to see from using their services but if you are looking for specific and detailed answers, open up to the company and let them know your expectations.
Will our lists be put together with other databases?
Another way to put this question is: can somebody else access our call lists that we are allowing you to use?
No. This should be information that the call center is only going to be using for the sake of your business. They should not allow other companies to have access to this list especially since it is something that your company has worked pretty hard to maintain.
When you decide to outsource a call center, there is a lot of trust that must be put into the company. Make an effort to ask about the security at the call center. This is important because a part of your business is being put into the hands of another business.
Look into the technology of the company and be sure that they know what they are doing. This way, you know that your information and the information of your clients and customers are also safe.
Find out more about QCSS and the call center industry by heading over to our web page. It provides insightful information about the services that call centers can provide and expectations.
Published on 06 April 2017
With our new partnerships came a new campaign:
QCSS believes that this new campaign sets a theme that represents all companies and organizations involved in the partnerships. Answering the call is a simple phrase that can convey many different messages. With that in mind, QCSS decided to take this opportunity to explain what we believe answering the call means, why we decided to launch a campaign around this theme, and what answering the call means to us.
Answering the call means:
Having the motivation to become better at what you do every single day.
“Work like there is someone working twenty-four hours a day to take it all away from you.”
– Mark Cuban
Be willing to learn, be willing to put in the work to become better, and never expect to have things handed to you. Answering the call means doing everything you have in your power to get the work done. It means that you are willing to make sacrifices in order to better yourself and the company or business that you work for.
It’s not just you looking out for yourself. Answering the call is about looking out for people around you and wanting what’s best for them too.
To answer the call, you must be willing to turn the bad days into good ones and making the great days even better. It’s not about looking at the glass half empty or half full, it’s being grateful that you have the glass in front of you and that there’s something in it to drink.
Remaining competitive in whatever you choose to do.
“You are not in competition with anybody except yourself. Plan to outdo your past, not other people.”
- Jaachynma N.E. Agu
Answering the call means knowing your weaknesses but never letting anybody see them. Step up to the plate and put in the amount of work it takes in order to be considered a leader in your niche.
It’s important to remember that answering the call isn’t about being better than your competitors. Answering the call is about improving yourself and competing with who you or your company used to be.
Always strive to be better than who you were yesterday. It’s not about being the best in the industry. It’s about making the industry the best it can possibly be for consumers.
Every day is not going to be a great day and some people are going to kick you while you’re down. There will be others who will offer to help you back up. Answering the call means embracing the days that aren’t the best if it means you’ll get to look back on your work and know you’ve never produced anything better.
Train insane or remain the same.
Fighting for what you believe in.
Fight for the things that you care about, but do it in a way that will lead others to join you.
-Ruth Bader Ginsburg
Everybody wants to give up at some point. Things become complicated and we want to throw our arms up in the arm and surrender. To answer the call means to fight for what you believe in, no matter how hard it is.
As Ruth Bader Ginsburg puts it, do it in a way that will lead others to join you. Stand up and fight for what you believe in professionally and politely. Never let your demons get to you and continue to believe that everything happens for a reason.
Things will always work themselves out if you continue to stand behind yourself and your beliefs. Encourage others to join you in your mission but remember to keep your ears open. Some people are going to have input that will be irrelevant and others are going to let you in on information that will help you succeed.
Never drown out the voices of the people around you because they may be saying exactly what you need to hear.
Continue to fight until you’ve won and your voice is heard.
Setting goals and never giving up.
“Dream big. Start small. But most of all, start.”
There are going to be days when people are going to doubt what you are doing. There are going to be days when people are going to tell you that you can’t, but your job is to prove to them that you will.
Some of the most successful people were told “no” but instead of getting upset and giving up they said, “Watch me!”
Answering the call means having dreams and attacking them every single day. It’s about having the ambition and drive to better your career and life no matter where you are or what you do.
Some days it feels like the world is against you but a majority of that day is going to be in your mind. If you think that you can’t accomplish a task or meet a goal, you aren’t going to. If you want to answer the call, never doubt yourself and everything that you’re capable of.
Believing in yourself.
“Believe in yourself and all that you are. Know that there is something inside you that is greater than any obstacle.”
-Christian D. Larson
Your own worst enemy is yourself. The biggest demon you are ever going to have to face is your own. If you don’t believe that you can accomplish something, then you won’t. If you don’t have the confidence that you can become half the person you have always wanted to be, you never will.
Believing in yourself is half the battle.
Answering the call is about taking the leap knowing there’s a chance you’ll fall. It’s about tackling your fears and admitting to your weaknesses.
Believe in yourself even when other people don’t. If you don’t think you can accomplish something then nobody else will either. Answering the call is not being afraid to stand out even though everybody else is following the crowd.
The only person who you need standing beside you when all your dreams come true is yourself.
Being a leader and believing in others.
"The task of leadership is not to put greatness into humanity, but to elicit it, for the greatness is already there."
- John Buchan
Lastly, answering the call means being a leader and believing in others. Not only does being a leader mean setting an example for others to follow but it also means allowing them the opportunity to step up and be one themselves. It’s about believing that there are other people out there who they can encourage to be the best that they can possibly be.
Allow yourself to learn from other people and continue to tackle life with an open mind.
Have faith in others and allow them to learn from your mistakes. A leader does their best to allow others the opportunity to grow. Believing in others is about allowing them to take on difficult tasks and being ready to take the blame if they don’t succeed.
Answering the call means allowing other people to step outside of their comfort zone and proving that there is always room for improvement.
QCSS chose the #ANSWERINGTHECALL theme because we understand that it has many different meanings. There will never be one definition to express what stepping up and answering the call represents to QCSS and the organizations that we’ve partnered with.
Answering the call means to us, what it means to you. Every organization and every person will answer the call in their own way.
At QCSS, "Where the only call that matters is yours" every time the phone rings, we answer seamlessly as your company promptly to give the customer the attention they demand and deserve.
For more information, visit www.qcssinc.com or call (888) 229-7046.
What does answering the call mean to you or your company?
Published on 04 April 2017
The phone’s ringing in your office. You’re finishing up an email. Somebody walks into the office with an important question regarding a client. You have a meeting in fifteen minutes and have to be ready to pitch the newest marketing plan.
You send the email and answer the question regarding the client. You pull up the presentation on the computer to review before the pitch in front of other executives. You clear your mind for two seconds before reaching over to pick up the ringing telephone. Right as you pick up the phone, you hear a long buzzing sound.
You just missed a phone call from a qualified lead because you have too many other things flying onto your desk and occupying your mind. You look over at the black landline phone that’s sitting on your desk.
Fifteen missed calls.
Five new messages.
Thirty new emails within the past ten minutes.
A presentation to pitch in what is now, five minutes.
Your coworker walks into your office and mentions an email that you haven’t answered from three days ago. “You’re slacking,” they say completely joking but this time it just sets you off.
How do these people not see the immense effort you’re putting in to help this business succeed yet whatever you do is never good enough? You’re expected to pitch a new marketing plan that you’ve barely had any time to work on because it feels like you’re playing catch up every day you walk into work.
The free dictionary defines slack off as:
To decrease in activity of intensity.
To work less intensely than is required or expected.
You don’t feel like you’re slacking off. You just feel like you have too much on your plate to get everything done.
Nobody likes to hear that they’re slacking but every so often we hear those words come out of somebody’s mouth and it makes us want to cringe.
You’re probably thinking to yourself, how can QCSS pick up my “slack”? Well, to be honest, it’s a pretty simple answer.
At QCSS, SLACK stands for Sales, Lead generation, Answering service, Customer service and support and Knowledgebase and help desk.
The S in SLACK, stand for sales. Sales are a crucial part of any business model. Most likely, you’ve heard of or have seen a sales funnel before and you know how it works. There’s a reason that many people refer to sales funnels when talking about company goals. It’s because a business can’t run without the knowledge of a sales funnel and how a consumer makes its way through the funnel.
At QCSS, we want to help you get your consumers and leads through the sales funnel. With the outbound and inbound services that we provide, your company can receive a higher number of qualified leads, increased sales, and profits, reduced costs per sale, increased number of appointments and many other benefits.
We can help you accomplish goals for your company by doing things that you don’t have the time to do. Those people who are calling into your business can have questions answered in seconds rather than days. You won’t have to deal with missed calls or listen to voicemails that don’t even pertain to anything that you do.
With a telemarketing company, each day you should receive a recap of all the leads, sales and appointments that were generated for the day. You should also receive weekly reports for your review and analysis which will help your company generate more qualified leads.
If you are slacking on landing sales because you have so many other things on your plate, then it’s time to seriously consider outsourcing a company that can help you turn these leads into clients or customers.
Lead generation, a word that gets passed around like stuffing at Thanksgiving. There are so many people that have mounds of information about lead generation and how it works.
We’re going to keep it simple. You probably heard me say the word “qualified leads” a couple of times already. No, it’s not just a matter of sticking the word qualified in front of leads to make ourselves sound like we know what we’re talking about.
There are many different ways that lead generation works. At QCSS, we look for qualified leads. This means that we want to help your company find and reach out to strangers and prospects that have shown interest in your company. We use experienced proven strategies to consistently generate leads that will be useful to your company right now and in the future.
There are going to be times when leads are going to tell you that at this moment, they don’t need your product or service but they may in the future.
QCSS can help with lead generation because we also offer appointment setting. This means that in a couple of months when your company wants to reach back out to that potential lead, we won’t forget and neither will you.
These strategies are going to work best because they keep your company on the top of your leads minds.
QCSS picks up the slack by offering answering services.
How will an answering service benefit your company and help you pick up the slack? Great question!
Outsourcing an answering service can be extremely beneficial to your company and it will encourage you to avoid slacking on more important tasks by decreasing interruptions, avoiding missed calls and supporting organization in the office.
When customers call into your company, most people want to talk to a live person. It’s aggravating getting directed to a voicemail and never receiving a call back. It’s aggravating having to push 50 buttons on the phone until you hear a voice talking back to you on the phone that isn’t an automated message. Customers get aggravated when they don’t get a direct response and when they have to sit on the phone for hours in order to get the answers that they are looking for.
QCSS offers an answering service to take stress off of you and your customers or clients.
Here’s a question, have you ever thought about how many calls come into your office for business that is not tracked for inquiries, leads, and conversion into sales? Maybe people are calling from a different time zone.
The number one reason a new potential buyer of your product of service will find another provider is due to lack of immediate attention, making them feel as if their call and ultimately their business doesn’t matter to your or your company.
Don’t let this be the reason that clients and customers are getting away. Be proactive about the issue. Even though it doesn’t feel that you’re slacking customers and clients may think that you are.
Customer Service and Support
QCSS picks up the slack by offering customer service and support. One subject that we frequently talk about in our blog is customer service and support and why it is so valuable. (Check out these four simple things that can keep your customers happy)
QCSS offers customer service and support because we know how difficult it can be to stay on top of these jobs when a company is becoming overwhelmed with calls and emails.
Customer service and support is not something that companies can risk messing around with. One wrong move can send clients and customers running in the opposite direction and sometimes taking others with them.
Make sure that all your clients and customers are serviced to the fullest with the inbound customer services that QCSS can provide.
If you are slacking in the customer service department it’s probably time to take a step back and reevaluate your company mission. Awful customer service and support can ruin a company. There are many examples of companies that have gone under from bad customer service so it’s in your best interest to pick up the slack before it is too late.
Your competitors are waiting for you to fail so show them that the word isn’t even in your vocabulary.
Knowledgebase and Help Desk
QCSS picks up the SLACK by offering a knowledgebase and help desk services.
It’s time to figure out if the help desk you have right now is actually helping your business or hurting it. (Click here for a guide on finding a help desk that wants to help your business succeed)
QCSS offers the highest level of support for your products and services. Every time somebody calls in with a question about your company, QCSS seamlessly and promptly answers the phone to give your customers the attention they demand and deserve.
You may be wondering how QCSS can pick up the slack by providing a knowledgebase and help desk. Well, QCSS can answer your customers and clients questions and concerns that you don’t have time to answer. Think about how often people are on the phone waiting for someone at your company to pick up just to get an answer to a simple question.
A knowledgebase or a help desk does an impeccable job at finding answers to questions before they are even at the surface.
That is how QCSS picks up the SLACK. We offer a service that not a lot of people can offer. We have an intelligent team standing behind us who is always going to be looking out for the better of your company.
If you are looking into outsourcing a help desk, chances are that your help desk you have right now isn’t working out for you or your company is overflowing with phone calls and there aren’t enough hands to answer the phone.
This means that you’re slacking and you may be losing clients and customers due to the fact that questions and concerns aren’t being answered promptly or clearly from your team.
At QCSS,"Where the only call that matters is yours" every time the phone rings, we answer seamlessly as your company promptly to give the customer the attention they demand and deserve.
For more information, visit http://www.qcssinc.com/or call (888) 229-7046.
Published on 30 March 2017
It’s a normal Monday afternoon around four o’clock. You’re trying to get your work done and prepare for meetings you have this week. All the sudden you notice Kevin at the cubicle next to you obnoxiously tapping his pen on the desk.
You begin to think of any humanly possible way to get him to stop tapping the pen beside directly asking him (obviously, because nobody likes confrontation).
You’ve tried tapping your pen so that he can acknowledge how annoying it is. You’ve been darting your eyes in his direction for a socially unacceptable amount of time. You’ve even tried getting up and walking away from the desk in hopes that the madness will stop by the time you’re back.
Nothing has worked so finally you burst out, “Kevin, can you please stop tapping your pen.” The remark comes out as a statement rather than a question.
He apologizes and explains that he’s so tired that he must’ve not even noticed. He then rushes outside for a smoke break and seems to come back in mumbling to himself. At that point, you realize that you’ve never even seen Kevin smoke before.
The Monday continues just like every other Monday, at a very slow pace.
You may be wondering, why is this story important?
Nervous habits, fidgeting, mumbled speech, constant tiredness and increased smoke breaks. These are all signs that Kevin may be under an unhealthy amount of stress.
Here is the million dollar question:
Are you Kevin?
If you are Kevin or even if you are showing signs of stress, it may be time for you to take a vacation.
Here are 11 valuable signs that you need to take a spring break:
1. The fight or flight response
Have you noticed your heart rate has been increasing a lot lately? Are your muscles tight or do you have high blood pressure?
This may be your body releasing chemicals, including adrenaline and cortisol, in order to respond to a demand or threat. In other words, this may be your body telling you that it is time to take a vacation.
The fight or flight response isn’t only used to help you maneuver your way out of a burning car after becoming seriously injured. That fight or flight response is helping you to get that presentation done on time and to keep you on your toes when you’re presenting it in front of the client.
Of course, the fight or flight response is going to come in handy when you get asked a tricky question at the end of your presentation. The main point here is that there must be a point where you are able to step back and evaluate how much stress is actually affecting your body and mind.
2. The dreaded muscle tension
Are there ever days at work when you get up from the desk and feel the need to completely stretch out your legs? Maybe you just feel like you need to stretch in general.
Muscle tightness is expected to happen if you’re sitting behind a desk for eight hours a day but if you’re experiencing this every single day, it may be time to rethink about what is happening.
If your body is under a lot of stress, it never gets to relax which is where muscle tension comes from.
Another sign of muscle tension is the feeling of a desperate need for a massage. Occasionally I catch myself rubbing my back or having to push my shoulder blades together to release tension. If this is something that you catch yourself doing often, stand up and take a mental and physical break.
Sometimes muscle tension is normal but if you have other signs of stress, maybe it’s time to take a day to yourself.
3. Momentary stress (that happens too often)
Momentary stress is a type of acute stress. It’s the stress that you get from having to present a new campaign to a client. Demands and pressure can cause this type of stress.
This is why it’s called momentary stress. It’s happening in the moment and acute stress is one of the most common types of stress. Sometimes momentary stress comes from knowing that a client’s contract is on the line or the thought of a client might drop you.
It is stress that almost everybody experiences and usually it is overcome once a project is complete or a client decides to keep you on.
Again, this is your body in a fight or flight response and it’s trying to help you get through the situation. Most times, the chemicals being released are going to help you and you will get through the situation.
If you are experiencing acute stress way too much, your body is working overtime and it might cause some health concerns.
4. The uncontrollable appetite
It’s simple to get so caught up in work that you forget to eat. It’s even possible that you don’t feel like you can leave your desk to eat until you finish a project. There’s also the situations where you’re so stressed out, you feel like you could eat everything in sight.
Overeating and under-eating are two warning signs that your body is under an unhealthy amount of stress.
For some people, eating makes them feel good so that’s what they tend to do when they are stressed. Others have so much work to complete that they overlook the time and before they know it, it is seven o’clock.
This is another reason that stress can cause health issues. Overeating and under-eating can turn into a major concern. It can lead to unhealthy habits so don’t let stress get the best of you or your stomach!
5. Crazy stomach reactions
Saying “stomach reactions” is the nice way of putting it. Your digestive system does not react to stress very well.
According to Healthline, the rush of hormones, rapid breathing, and increased heart rate can upset your digestive system. From these symptoms, you’re most likely to develop heartburn or acid reflex.
It is also common for stress to cause stomachaches, vomiting, or nausea. So before you go assuming that you have the flu or the round of the office cold, make sure that it’s not just stress causing these symptoms.
Disclaimer: Don’t stop eating because of an upset stomach from stress. See point number 4 for more information. Instead, find the source of the issue.
6. The least anticipated panic attacks
Oh, the good old panic attack.
Remember when I talked about the fight or flight response? I mentioned that there must be a point where you are able to step back and evaluate how much stress is actually affecting your body and mind. When the panic attack comes, that’s when you know.
The hope is that you take care of the stress before you get to this point. Some people are really good at handling stress, it makes them work harder. Most people are going to end up having a mental breakdown or a panic attack.
It’s the feeling of lost control. The feeling that you would imagine happens just before you die. It’s scary which is why the main goal is to tackle the stress and find relievers before it gets to this point.
7. Nonstop overreacting
If somebody makes a joke and it bothers you beyond disbelief or if the smallest mistake makes you lose your mind, usually that’s called overreacting.
Everybody has their moments but if this happens to you one too many times throughout the day it could be a serious sign of stress.
There are some days that you probably wake up just agitated. Maybe your significant other left all the dirty dishes in the sink or maybe you had no hot water in the morning so the rest of the day you just don’t want to deal with anybody.
Some may say you woke up on the wrong side of the bed but you just don’t think that anything is working out in your favor so you go off on the silly intern who forgot to send the email yesterday.
If this starts to happen every single day, take a break and try to analyze the situation. Is it really everybody else, or is it you?
8. The increase of drug use
Smoking, drinking and drug use are all pretty telltale signs that somebody is under a lot of stress.
I have seen people pick up old smoking habits because of stress. They began chain smoking like they never even stopped. Sometimes from the outside looking in, we want to say, “What’re you doing to yourself?” Take a second to realize what is going on. Maybe they are under a superb amount of stress and you’re passing judgment on something that you don’t understand.
Maybe it’s you picking up bad habits and you need five drinks after work, every single day.
Stress can cause people to become dependent on any type of drug and it can become extremely dangerous.
Be sure that you’re giving yourself time off work so that it never gets to the point of dependency.
9. Becoming excessively defensive
“I’m not getting defensive!”
This is, in fact, the very first sign that you are getting defensive. I’m sure we’ve all been there. Whether it was in an argument or we took feedback the wrong way, those words have probably exited your mouth at some point.
This is another great example of your body in the fight or flight mode.
The reaction to other people’s feedback in a work, school, or home situation can definitely determine the amount of stress that you’re under. If you catch yourself saying the forbidden phrase, take a couple deep breaths and try to evaluate how you can turn the stress into a positive outcome.
Try to listen to what others have to say before jumping at their throats because it might actually take some weight off your shoulders.
Every person has their own way of reacting to stress. Just because you aren’t experiencing any of these signs does not mean that you don’t deserve a break from reality. Everybody deserves a break once in a while and what better time to take one than in the Spring?
If you’re feeling overwhelmed and like you can’t handle all stress but taking a spring break isn’t an option, it may be time to hire a call center. QCSS provides multichannel, inbound customer support and outbound telesales, appointment setting, and lead generation solutions.
This may be something that could be helpful to your business and your health. Interested in more information about how QCSS can help you? Check out these blogs posts to learn more about the services that we provide and how we can see it fitting into your business plan.
Published on 29 March 2017
Outsourcing a call center can be scary. Outsourcing a call center can be the best thing that has ever happened to your company. There are many pros and cons of outsourcing a call center. We broke down what we think the five biggest pros and cons are.
Before we go over what we believe are the five biggest pros and cons of outsourcing, we must not fail to mention that a lot of these pros come with a successful call center and a lot of these cons can be avoided. If you are considering outsourcing a call center, be sure that you have done research. Use these pros and cons to help you develop questions to ask to the employees at the center.
Making a list of pros and cons can be effective when trying to make a decision. We hope that our list will help you speed up your decision so that you can avoid the cost of doing nothing.
1. Cost Effectiveness
If you decide to start your own call center, you are going to making quite the investment. You must take into consideration all of the equipment and technology you are going to need to successfully run the call center.
Not only are you going to be investing in technology, but you will need to invest in people too. There must be people there to answer your phones at a rate that will keep customers happy. If you have outbound calls that you need to make, there is going to have to be different agents for that too.
Hiring a call center will encourage your company to become more efficient.
2. Experienced agents
On the topic of agents, outsourcing a call center will give you experienced agents at your fingertips. The agents at the call center you chose to hire have probably been in the industry for some time. Even if they are new agents at the center, they are going to have to go through intense training before they pick up the phone for the first time.
You need people answering the phone who know what they are doing. If you don’t have the experience to train them then starting your own call center may not work out too well.
3. Worry free hiring
You won’t have to worry about hiring any agents and the agents at the outsourced call center should be more than experienced to handle your phone calls.
Outsourcing a call center means that you have more time to focus on your own company rather than dealing with dropped calls or unhappy customers.
Telemarketing is an industry. Some people love to work in it and have been in it a majority of their lives. Hiring a call center is a great opportunity to get experienced agents on your team that know how to upsell and takes care of the company’s needs.
When you have to hire agents for a new call center, you aren’t going to know what to expect from these agents or what kind of motivation and experience they will have.
4. Around the clock action
Starting your own call center would mean more hours spent in the office. Many call centers offer around the clock support for your company and customers.
This means that if somebody is calling to ask about your product or service, somebody is always going to be there to answer the phone. Call centers don’t have snooze buttons and neither will you anymore.
Your company must be willing to fill positions that require people to work every hour of the day. This is going to take a lot of work and it is going to cost your company a lot of money.
5. More time for other departments
Outsourcing a call center gives your company more time to focus on business needs. It’s easy to find yourself talking on the phone to a customer for minutes on end when you could’ve been working on your next sales pitch.
There are days when agents are talking on the phone for some time in order to solve issues. The difference between you and these agents is that talking to customers is their job. Your job is not to talk on the phone with customers because they can’t figure out why their product hasn’t arrived at their house yet.
Starting your own call center is going to take away even more much needed time. Think about what’s best for your company and yourself.
1. Lack of company knowledge
Outsourcing a call center means there may be a lack of company knowledge. Emphasis on the may be. This is because they aren’t directly working at your office and they have many other campaigns running at the same time.
The good thing about outsourcing is that usually, the call center will allow your company to come into the office and train the agents yourself. It may seem like a hassle at first but if you were thinking about starting your own call center, it would be even more work.
These training sessions will allow agents to get a deeper understanding of the company that you work for. This way, questions can be answered smoothly.
2. A language barrier
Have you ever called a service desk and gotten an agent that you can barely understand? Yes, a lot of people have experienced this. Sometimes it’s aggravating. All aggravation will be put to rest when you realize that outsourcing a call center does not mean that you have to offshore one.
There are many call centers in the United States that can help you meet your needs. There isn’t always going to be a language barrier and sometimes agents are even bilingual.
3. The unexpected
Sometimes you hire a call center and something unexpected happens. They aren’t doing the job that they promised you they would. You’ve realized that they aren’t keeping in contact with you and they are barely getting you any new leads.
This can happen which is why you need to be sure that you’re hiring a call center that is going to be the right fit. Make sure that they are using all the tools that they have in order to optimize your company’s needs and concerns.
4. Loss of personal touch
When you don’t have someone who knows everything about your company, a personal touch begins to get lost. Also, agents are working on other campaigns so it may be concerning that they aren’t giving direct attention to you.
At some call centers, agents are only assigned to specific campaigns so this may not be something that you have to worry about. It’s definitely a question that you should ask before hiring them. As mentioned, call centers usually will ask you to come in to train the agents. This is a great opportunity for you to tell the agents information about your company that they can’t learn from your website.
Let them know the tone and the voice of your company. Show them pictures of the culture and talk about how things are around the office. This may help agents become familiar with the company and the personal touch will still be there.
5. Security risk
At most call centers, you are going to give employees information about clients that they wouldn’t have had if you didn’t decide to partner with them. You have to be able to trust this company because that information should be extremely important to you and your clients or customers.
Clients and customers trust your company with their information when they call in. That means that you have to trust the company who you are deciding to partner with. Some things are being put at risk so make sure this company is one that is going to handle private information very carefully.
At QCSS,"Where the only call that matters is yours" every time the phone rings, we answer seamlessly as your company promptly to give the customer the attention they demand and deserve.
For more information, visit http://www.qcssinc.com/or call (888) 229-7046.