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Quality drives performance
Absolutely everything executed on a client's behalf can be affected, improved and better controlled by an emphasis on quality. We also know that truly outstanding results on both the front end and the back end are achieved only by making calls with integrity. Monitoring and verification checks and one-by-one evaluation of responses are just some of the tools QCSS utilizes to support that philosophy. This becomes a success with the foundation of our quality oriented, quality-minded management and staff.
When a customer calls with a question or a concern about your product or service, there's a lot on the line. In fact, their loyalty to your company depends on our experience during that call. That's why QCSS takes the extra step to make sure your customer feels valued.
In the customer's mind, we are your company. We are, essentially, your voice. As a component of QCSS complete solution, our inbound call center features trained professional representatives who know what to say to your customers, and the best way of saying it.
Experience tells us that when customers feel like they've been heard, they're more open to making additional purchases from your company. To multiply your gain, QCSS can up-sell and cross-sell your products and services once the customer's question or issue has been resolved to his or her satisfaction. You want a call center that is a strategic alliance. A partner. A call center that treats your business the way you treat your own.
Campaign Management and Development
At QCSS, we believe that excellent program management is paramount. It is one of the primary reasons companies chose to work with one call center over another. And it's why we take the time to understand your business, learn what works for you, and implement a campaign that provides quality results.
Responding to your needs makes QCSS a good partner, but combining our extensive capabilities and innovative technologies with our strategic management approach makes us a better one.
Our account team is one of the most experienced in the business. Each member brings a strong background in program development, telemarketing strategy and data analysis. QCSS managers have the experience to develop and implement a successful campaign.
Further, the account manager acts as the client advocate, working in every way possible to ensure the success of the program in terms of results and complete client satisfaction. Knowing that you expect fresh ideas, clear thinking and tailored solutions to your program challenges, we embrace a corporate-wide entrepreneurial spirit that frees us from the conventional telemarketing strategies. QCSS employees are encouraged, empowered and expected to contribute to the creation of a superior calling program that exceeds your expectations.
When you work with QCSS, you have one primary contact, an individual who is thoroughly familiar with your business and well versed in all areas of program management, from campaign setup, training to data processing and daily operations. Your account manager will interact with you on a daily basis in order to provide feedback on your project. In short, you'll be treated as the important business partner you are.
The account manager also facilitates internal communication. Program setup and implementation is well documented for each functional area. Documentation is closely followed with strategic meetings to ensure that each member of the team has a clear understanding of program objectives. Startup meetings, led by the account manager and involving all functional departments are required prior to program launch. Subsequently, QCSS management team meets regularly for a formal project review session and informally throughout each day to ensure that every team member knows the status of every program.
QCSS PROGRAM DESIGN
No matter how related the businesses, no two companies are the same. At QCSS neither are any two telemarketing programs.
We understand that no two campaigns have identical formulas for success. Knowing this, we utilize our telemarketing expertise to design your program to meet your individual goals, to reflect your company's philosophy and to maximize cost effectiveness. We utilize a PC-based predictive dialing system that offers unlimited flexibility to customize your programs. During a campaign, all program parameters can be changed quickly and easily, on the fly, without any impact on program timing. We can provide enhanced tracking of results, and superior list management.
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