Displaying items by tag: Telemarketing Companies

Call centers get a lot of hate.

Most of the time, people don’t understand the purpose of them. It makes sense why some people get upset. Receiving telemarketing calls as you’re sitting down to have a meal with your family at the dinner table is frustrating.

It’s important to understand that those days are long gone. At QCSS, we smile and dial at appropriate times of the day for every time zone. We also develop campaigns that are beneficial to both the customer and the company. So, it’s a win-win.

If you choose the right call center, you can save money while making money.

Fortunately, there are now guidelines and laws in place to mediate these concerns.

Flip through the SlideShare we created below to get a better understanding of the benefits of outsourcing a call center.

 

 See? Using a trustworthy call center can be effective.

Now that you know the benefits of outsourcing a call center, want to get on the line with us? Call 888.229.7046 and ask us what we can do for your business.   

Written by: Amy Schiller

Published in Blog

 

Who enjoys sitting on the phone for five hours just to be disconnected before reaching a live person?

If “Top 10 Complaints of 2017” was a real thing, we know that this would be in the top 5. (Although, it does fall as number 5 on this top 10 consumer complaints list)

 

We personally know somebody who hasn’t had their cable service working properly for almost a month. Sitting on the phone for even an hour isn’t an option, let alone five.

 

Why?

 

1.       Most people work full time and by the time they get home from work the LAST thing they want to do is sit on the phone for hours hoping to talk to a live customer service representative.

2.       Spending quality time with family and friends becomes a priority over sitting on the phone waiting for someone to answer.

3.       Nobody wants to sit on the phone for that long, especially if they don’t even think their problem will be resolved by the end of the phone call.

 

 

The list can go on... but, what’s the solution?

 

1.       Sit on the phone and hope for the best

2.       Cancel the service and find a new provider

 

Moral of the story?

Consumers want to be able to reach your company anywhere, anytime, at their convenience and FAST.

 

Your solution?

Technology, innovation and an amazing customer service team that will allow your consumers to reach you at all times.

 

Here are 5 ways that your consumers should be able to contact you in 2018:

 

1. Email

This should be a given.

Sometimes customers have simple questions that can be answered via email. The issue could be anything from forgetting a username and password in order to access account information to answering frequently asked questions.

It’s a solution that can leave the tough customer service issues to frontline agents in a call center.

 

2. Social Media

If you’re looking to increase the speed of response to customers, this will be your holy grail. It’s a bit quicker than email which makes it even more convenient for consumers.

 

- Facebook makes it extremely easy for consumers to book appointments and ask questions about your company.

- Twitter is largely used for FAQ and customer service issues.

- LinkedIn and Instagram are also sites that can help with this but aren’t as customer service centric as the other two networks.

 

P.S. Be ready for any and all questions. People reach out to us on our Facebook page to set up introduction phone calls or just to acknowledge our witty and engaging content. Be ready to have a response to everything.

 

3. Phone Number

The beloved phone, a great customer service tool that will never go out of style.

No consumer is ever going to use email or social media to take care of an emergency. So, for all of those saying that the telephone is dying, you couldn’t be more wrong.

Upselling, cross-selling, customer engagement, platform support, and lead capturing are all going to work the best over the phone.

 

4. Live Chat

Some companies use a live chat as an extension on their website. This can be useful because it can pop up the second that someone enters your webpage. It can also sit at the bottom of your webpage as an option for consumers.

Facebook has this as an option too. It’s useful, cost-effective and improves customer satisfaction.  

 

5. Contact form

You can never go wrong with a good contact form. This should be somewhere on your website, easily accessible and straightforward.

A name, phone number, email address, with a place to leave their message should be sufficient if you are a business-to-consumer company.

If you are working with other business, we recommend adding a place for the company name and the person’s title along with the information mentioned above.

 

You can offer the best cable packages in the entire world, but that won’t matter unless you integrate the highest quality customer service. Whether it’s online, customer forums, in person or on the phone, your consumers want to talk to you. Serve your customers, provide reliable and consistent service, and exceed their expectations.

 

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.

- Jerry Fritz -

  

Written by: Amy Schiller

Published in Blog

 

 

Being Pleasant and Polite Goes a Long Way

 

Whether it is an angry customer or a happy customer, being pleasant and polite will never do your company any harm. A happy customer will only leave the phone call even happier than they were before they got onto it. A phone call with an unhappy customer will hopefully end on a positive note because of the pleasant and polite attitude.

 

It’s important to remember that these are your customers and you have to appreciate them. They are the reason you are running a successful business. With this in mind, you should exceed their expectations and give them the service that they deserve.

 

Customers are calling into your business for a reason, just like there is always a reason that you are contacting them. Each call into and out of your business is an opportunity to improve the customer service process and satisfy your customers.

 

Always keep your customers at the top of your mind. 

 

 

Published in Blog

 

Sometimes the technologies that last the longest are still the most effective when it comes to generating leads and sales. Most businesses understand that even in a technologically advanced society, the telephone is still a great way to generate interest in their product or service.

 

Telesales can be an incredibly efficient way for businesses to increase sales with both old and new customers. It is often a term used interchangeably with telemarketing, but they are a little different. Telemarketing can be used to generate future sales, but it is a way for businesses to create interest in their products and services over a given amount of time.

 

Telesales As a Revenue Generator

In telesales, products and services are sold over the phone with no future contact is necessary. The entire transaction including the payment can be processed from start to finish in one phone call. This method can be used to increase sales with both new and existing customers.

 

Benefits:

Telesales can save you time, money and resources—making it an efficient way to reach people. What’s great about telesales is that there is no need to involve outside sales, meet prospects in person, or conduct any travel. It’s a terrific way for your business to increase their operational efficiency, while cutting down on unnecessary expenses.

 

Strong Sales Force

Of course, selling on the telephone is not quite as personable as selling face-to-face.

For example, it is impossible to tell body language the way that you could if the prospect was sitting across the table from you. Telesales representatives do not have the ability to look a prospect in the eye to build trust and rapport. These challenges must be overcome for an effective telesales campaign.

 

Callers should: 

- Speak slowly and annunciate in a way that the prospect will easily be able to understand their message.

 

- Refrain from becoming rude or obnoxious. Many prospects will be formulating their response to the caller within the first few seconds of the call, so a professional demeanor remains crucial.

 

- Have strong verbal skills. They need to sound confident on the phone.

 

- Be resilient and upbeat as they continue with their calls. It’s important to remain positive about the company’s products and services.

 

A Flawless Ending 

Callers need to be efficient at closing the sale. This requires the caller to understand when the prospect is ready to commit to the sale, in order to refrain from becoming too pushy or obnoxious.

It requires a good amount of practice and skill to become effective at telephone selling. Customers will give off various signals that can help prompt the next response from the caller.

 

Telesales remains an effective and efficient way for businesses to boost their bottom line. If telesales is something your business is interested in trying to increase sales, contact QCSS today so that we can have a conversation about how it will help.

 

Written by: Amy Schiller

Published in Blog

 

 

Are you thinking about hiring a call center that does pay-per-appointment telemarketing?

 

If your main telemarketing goal is to book appointments with prospects, then it may be a good idea to consider compensating your telemarketing provider on a pay-per-appointment basis.

 

There are beginning to be more and more call centers that offer pay-per-appointment (PPA) or similar pay-per-lead plans. There’s no doubt that you should consider this option if the purpose of your telemarketing efforts is only to book appointments with prospects.

 

If this isn’t what you’re looking for then it probably does not make sense for you to go down this road.

 

What is pay-per-appointment telemarketing?

 

It’s exactly what it sounds like. Instead of agreeing to a price for a full campaign beforehand – based on call volume, duration, and other factors – you simply agree to pay the vendor a fixed amount for every appointment they book for you.

 

Sounds perfect doesn’t it?

 

How much does a service like this cost?

 

We’ve heard of plans paying as little as $10 per appointment (really?) and as much as $2000 (holy smokes!), but most plans pay between $50 and $100 per appointment.

 

When you consider how much revenue an appointment can lead to, that sounds like a huge bargain—especially when you pay nothing for all the calls that don’t secure an appointment!

 

Can it really be that simple?

 

Here are some important questions that you should ask yourself:

 

How long-term are your goals?

 

What are you trying to achieve?

 

A pay-per-appointment plan is, by necessity, very short-sighted. Since the provider only gets paid when its agents book an appointment, that’s all they train their agents to do. If that’s all you want, then it might be a good match.

 

But what if you expect more from a telemarketing campaign?

 

What if your goals include:

•      Lead development and qualification?

•      Answering prospects’ questions?

•      Database building and maintenance?

•      Gathering market intelligence?

•      Long-term branding?

 

All of those goals require professional, well-trained agents who can adapt on the fly and engage busy professionals in a productive conversation—agents focused on more than just nailing down an appointment.

 

What Do Your Prospects Think?

 

People who are paid to accomplish one goal pursue that goal as aggressively as they can. It’s human nature.

 

In a pay-per-appointment plan, agents will pursue appointments aggressively. Some of your prospects may appreciate this approach, but others are likely to be turned off by it.

 

Are you willing to turn off your prospects?

 

A call center with traditional pricing, on the other hand, is more interested in engaging your prospects, with classroom-trained agents, customized scripts, and multi-touch campaigns.

 

It’s not that they won’t campaign aggressively toward your goals. A top business-to-business call center can execute 30-50 targeted dials per hour and pitch between five and seven of them—quadruple what an average person can do. Is that aggressive enough for you?

 

Be Careful What You Pay For

 

Most pay-per-appointment call centers are reputable and honest. Still, before signing up for a plan, make sure you only pay for qualified appointments that actually happen. After all, an appointment with an unqualified prospect, or with someone who fails to meet you isn’t worth a dime, let alone $100.

 

Also, watch out for non-refundable “set-up” or “assessment” fees. And if a vendor asks to be paid in advance for appointments they haven’t booked yet, don’t walk away—run!

 

 

Booking appointments is a great goal for a telemarketing campaign. But it’s usually not the only goal. Ask us how a complete telemarketing campaign strategy can generate qualified leads and build long-term business—oh, and book appointments, too.

 

Post written by: Amy Schiller

Published in Blog

To solve a problem stop thinking about it:

When you’re trying to come up with a creative solution to a problem, you might be tempted to buckle down and focus until you solve it. But recent research shows that taking breaks at regular intervals leads to better outcomes.

Set a timer for a certain amount of time, say, 30 minutes.

When it goes off, switch tasks:

Organize your reimbursement receipts, check your email, or clean your desk, and then return to the original task.

If you’re hesitant to stop because you feel that you’re on a roll, you should take a break anyway:

We tend to come up with redundant ideas when we don’t take regular breaks, so ask yourself whether your latest ideas are as great as they seem.

And don’t feel guilty about taking breaks. Doing so may actually be the best use of your time.

 

Source: Adapted from “To Be More Creative, Schedule Your Breaks,” by Jackson G. Lu, Modupe Akinola, and Malia Mason https://lnkd.in/eY29Sdp

Published in Blog

 

Are you trying to determine whether to outsource your business’s phone calls?

 

If you are, there are a number of factors to take into consideration including quality, cost, service, flexibility and more.

 

The call center that you choose to outsource is going to constantly be in contact with your business’s prospects as well as your current and past customers. Regardless of who it is, it’s important to know that callers are going to leave them with a strong impression of your business.

 

That is why choosing the right call center for outsourcing can require significant consideration.

 

The decision may be difficult but a call center has the ability to have a tremendous benefit on your business. It can save you and your business time, money and resources.

 

Let’s get down to business.

 

Why Outsource?

 

In short, the benefits can help you grow your business:

 

·      Allows employees to focus on their job

·      Allows your business to redirect resources

·      Increases your customer base

·      Reduces your overhead expenses

 

Cost Advantages

 

Sure, an outsourcing fee might be high, but you will have to compare that to the total cost of hiring employees. How much would you spend on training your employees? How much would you spend on their benefits packages? How much would you pay to equip their desks with the right technology?

 

Outsourcing your business’s call center can help you to reduce these costly routine expenses over time.

 

What a Good Call Center Does

 

An experienced call center understands what it takes to grow your business because they have helped their other clients do the same. They can easily draw on that experience to help you.

 

A good call center will invite their client in for training. That way the client can feel comfortable in the results. The agents will bring their professional background and do their research on the client, but the client can really benefit by personally training agents on top of that.

 

Agents should be rigorously trained and tested on scripts, prompts, and company products and services in order to ensure that they professionally represent their clients in front of their customers. At good call centers, this is done to ensure the most professional experience for all involved and to better serve the customer during the process.

 

Handling Increased Call Volume

 

 

Increased call volume is extremely common during the launch of a new product, product and service promotion, certain times of the year, and holidays. Keeping up with call volume is a crucial part of maintaining a happy customer base.

 

A good call center will be able to help your business scale accordingly to deal with customer demands. Consumers have never had more choice. Businesses need to take every precaution necessary to ensure they stay happy, otherwise, they will leave.

 

Choosing the Right Call Center

 

Outsourcing your business’s call center can be a terrific move to grow your business’s leads and sales while allowing your employees to shift their focus back to core responsibilities.

 

 

Make sure that the call center you choose is committed to putting your customers first. It is important that they have the agents, technology and customer service skills to be able to handle not only your needs but your customers’ needs too.

 

 

We would love to talk with you further about the benefits of outsourcing your call center.

 

 

Written by: Amy Schiller

Published in Blog

 

Call control is an extremely important skill for customer service representatives to have.

It may even be the most important skill.

When a representative finds themselves receiving a call where there doesn’t seem to be an end, finding a way to resolve the situation and move on to the next call can be a challenge. This is especially true if the representative has not been in the industry for long or they were never properly trained.

 

 So, what exactly is call control?

Controlling a call involves getting information proficiently and quickly so that customer service representatives remain productive.

 

 Why is it important?

Customer service representatives are the first contact for customers and clients calling into a business. Not only do they address questions and concerns but they nurture relationships. This is why you need to be sure that your customer service representatives remain professional, friendly and courteous while leading the conversation.

 

Here are a couple of tips you can use or give to your team to make controlling a call a little bit easier:

1. Make sure the customer’s problem and desired solution are stated as early in the call as possible.

2. Have specific questions prepared for customers or clients who have issues explaining the problem.

3. Use close-ended questions – questions that can be answered with a “yes” or “no”.

4. Always wait for a pause in the conversation in order to redirect the conversation, don’t interrupt the caller.

5. Be sure to stay on topic and have the end solution in mind. This will set the tone for the entire phone call.

6. Remember to be friendly but not a friend. Answer questions that are off topic with short responses. 

7. Quickly wrap up calls in a pleasant tone.

 

Some simple language that you can use to set the tone:

“I’m sorry to hear this. In order to fix this today, we need to…”

“What we need to do first is…”

“I’ll talk you through the process…”

“There are several different ways that we can solve this issue. They are…”

“I have a couple of options that might help and save us time…”

“I’ll call you on Thursday afternoon to follow-up…”

“Sounds like we’ve covered everything…”

“I’ll get started on this right away…”

“I don’t want to take up any more of your time, so…”

“I have everything I need on my end…”

 

 

As you know time is valuable, especially when dealing with customers and clients. It’s important to be accommodating when on a call. It’s also important to have the capability to lead and remain in control during the phone call in order to resolve issues efficiently. 

 

Post written by: Amy Schiller

Published in Blog

 

 

QCSS, bringing the cool back to the call center!

 

Video created and produced by: Gini.TV

 

Published in Blog

 

 

 

Integrity

Integrity stretches to all aspects of an employee's job. An employee with integrity fosters trusting relationships with clients, coworkers and supervisors. Coworkers value the employee's ability to give honest feedback. Clients trust the employee's advice. Supervisors rely on the employee's high moral standards, trusting him not to steal from the company or create problems.

 

Sense of responsibility

A strong sense of responsibility affects how an employee works and the amount of work they do. When the employee feels personally responsible for her job performance, she shows up on time, puts in her best effort and completes projects to the best of her ability.

 

Emphasis on quality

Some employees do only the bare minimum, just enough to keep their job intact. Employees with a strong work ethic care about the quality of their work. They do their best to produce great work, not merely churn out what is needed. The employee's commitment to quality improves the company's overall quality.

 

Discipline

It takes a certain level of commitment to finish your tasks every day. An employee with good discipline stays focused on their goals and is determined to complete his assignments. These employees show a high level of dedication to the company, always ensuring they do their part.

 

Sense of teamwork

It takes a certain level of commitment to finish your tasks every day. An employee with good discipline stays focused on their goals and is determined to complete his assignments. These employees show a high level of dedication to the company, always ensuring they do their part.

Published in Blog
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