As you may know, hiring a B2B telemarketing company can be a great way to increase leads and sales.
Outbound calls can become the first interaction someone has with your business while inbound calls can drive in revenue and become the determining factor in lead generation. A well-trained B2B telemarketing company will know exactly how to efficiently process these calls.
Knowing what is involved in caring for another business’s customers is what separates an outstanding B2B telemarketing agency from the pack.
What makes the best B2B telemarketing companies?
The B2B telemarketing company that you choose will interact with your customers and clients on a regular basis. They will become an important extension of your sales and marketing efforts.
Before choosing your telemarketing company, here are a few factors to consider:
1. Strong Customer Service Skills – The best B2B telemarketing companies treat your customers as if they were their own. Strong customer service skills means handling questions about the finer details of your business on the fly. It also means knowing how and when to vary the scripts. Not every call is identical, and not every situation can be resolved in the same way.
2. Inbound Lead Generation – As you may know,the people who take the time to call your business are often your most qualified leads. These phone calls need to be serviced promptly and professionally, and these customers need to be left satisfied. The best B2B telemarketing companies understand and value these phone calls as an opportunity to truly make a difference for the client.
3. Attention to Customers – Customers have options and competition can be high. Because of the internet, customers have grown accustomed to immediacy. Immediate attention and a quick resolution can make all the difference in lead generation and sales.
4. Commitment to Multiple Roles – Finding the right B2B telemarketing company can help your business with more than just sales and lead generation. That’s an important part of it, but they can also help with important communications services such as market research through outbound surveys, database maintenance, voice broadcasting announcements, and live web chat.
5. Quality Training – When handling another business’s phone calls and leads, it is important to be ready in any type of situation. Remember, the call handlers are an extension of your business, so training is a crucial element to a successful relationship. Find a B2B telemarketing company where they train call handlers to be well-versed with your company and understand client interaction. Callers should understand the FAQs, for quality product knowledge. They need to understand the qualifiers to be a solid lead, appointment or sale.
Ultimately, the best B2B telemarketing companies will treat your customers as if they were their own. They put an emphasis on helping you to build your business, and work to add value.
The best B2B telemarketing companies understand that the job entails more than simply answering or making phone calls. It is about becoming an extension of your sales and marketing efforts so that your customers and clients are happy.
As you may know, lead generation is an extremely crucial part to any business. No matter how big or small your business is, it’s always important to make sure that you’re doing everything in your power to continue bringing new prospects into the sales pipeline.
There’s no doubt that digital marketing is a great method when it comes to B2B lead generation techniques but sometimes it’s important to rely on more traditional ways to draw in new customers and expand your sales funnel.
Telemarketing is absolutely necessary when it comes to expanding your business because it’s a great way for generating leads.
Let’s take a look at the different ways that telemarketing can benefit your business.
1. Outbound Telemarketing
You may be most familiar with this type of telemarketing. Outbound telemarketing is when callers reach out to prospects for the intention of sales or brand awareness.
It’s also a great way to reach new people and expand your customer base.
Outbound services can be used for appointment setting, audience development, customer success outreach, new customer acquisition and much more.
When you hire a telemarketing company to work on your outbound efforts you get experienced professionals talking to your prospects. Every time a telemarketer picks up the phone the chances of you landing a sale increases.
2. Inbound Telemarketing
This is another way to make a strong, lasting impression with current and potential customers.
Inbound telemarketing makes a great impression with current customers and prospects. If they are calling your business, this means that they are interested in what you have to offer.
They have already showed interest in your company, and the answers that you might be able to give them. This can translate into a higher sales rate.
Inbound telemarketing includes customer service, sales and order taking, direct advertising response, help desk and answering services.
Do you want your employees to be more productive and focused on relevant tasks?
If you have a set team answering inbound calls, it gives your employees an opportunity to focus on their jobs and less on customer service issues or help desk efforts.
Outsourcing Your Telemarketing
When you outsource your telemarketing, you are utilizing trained sales professionals to help grow your business.
A good call center will make sure that its employees are professionally trained, and extremely knowledgeable on every part of your business. They need to be able to answer a variety of questions that may come their way on many different issues.
In a world with impersonal, far-reaching messaging, telemarketing can provide that one-on-one personal touch your business needs in order to land new clients or customers.
Telemarketing can be a great way to reach a strong list of potential prospects. It can be a great way to build new business relationships, while expanding your sales. If you want to know what it can do for your B2B lead generation, contact us today.
Professional soccer and B2B telemarketing seem like they are completely different but you would be surprised how much they have in common.
Both are focused on one thing: Winning.
B2B telemarketing is a great tool for developing your sales funnel. It’s an excellent way to generate awareness about your business and grow the bottom line. In general, telemarketing focuses on increasing brand awareness to discover new leads and opportunities with potential clients.
So how can you launch a successful telemarketing campaign with sales results that grow your business?
Lace Up Your Shoes and Pick Up the Phone
Does the thought of telemarketing scare you when it comes to adding it to your business? Have no fear!
Think about it like this: when recruiting a new player for your team, you don’t just wait for them to come to you, you go to them.
B2B telemarketing is the same way. Not only is it a proven way to reach new client prospects and get the best stars on your team, its rates yield higher exposure to key decision makers in a company. When you reach a B2B customer, you gain access to all their company products and are able to produce a more fruitful business relationship.
If you’re looking to build a better relationship with your prospects and find out more about their needs, then this will be a great option for you.
Telemarketing remains an effective way for managers to find new and better suppliers without having to do research on their own. It’s simple really; your odds will always increase the more people you talk to.
Remember, B2B businesses are always open to hearing about ways to improve their efficiencies and grow their profits.
Take a Strong Approach
Like the Chicago Red Stars women’s soccer team, success with B2B telemarketing calls requires a strong offense.
Having the right sales script is vital in order to turn a prospect into a lead or a sale. Like a strong forward, the agents must have a firm understanding of the product or service they are trying to sell and a confident approach.
Make sure the call center you choose trains their agents to be completely comfortable and knowledgeable about your product and the script. The more they are familiar with your company, the better the most anticipated questions are answered easily.
When agents are trained properly and you have made a strong plan of attack, success will follow in the form of high lead generation.
Remember, telemarketing is all about the long game, and not just the first quarter.
Understanding Who Your Prospect Is
Would you want somebody to interrupt you if you had a breakaway on the soccer field and were about to score a goal against your opponent? I think not.
Just like the caller, the prospect is also at work. They might be in the middle of helping customers or in/out of meetings. It’s important for the caller to respect the prospects’ time because of their busy schedule.
Respecting the prospects time and understanding who they are is necessary in order to develop and nurture the forming relationship.
Call center agents will spend hours calling and talking to prospects in your target market which means you will be receiving valuable feedback and this information will help you understand who they are and what they need.
Why Telemarketing is the Right Fit
You’ve seen all the benefits of telemarketing and you’re probably starting the think that it’s the right option for your company.
Now is the time to consider your outsourcing partner.
Setting up a telemarketing campaign is not an easy process. There are a lot of companies that have spent years in the industry trying to perfect the business.
QCSS has spent the last 26 years becoming a leader in this industry and we pride ourselves on our quality work and proven success rate. We take the lead on the campaign rather than you having to explain every single part of your business to us.
In professional soccer, a lot of players come back to coach for three reasons:
1. They know the game
2. They have experience
3. They are really good at what they do
Who would you rather have coach your team, somebody who has 10 years of experience or somebody who has 26?
Go with what feels right. A professional call center like QCSS can handle the nuances of a B2B campaign and help your business improve results.
If you are looking to hire a call center for your next campaign, contact us to have a conversation.
Written by: Amy Schiller
“I always did something I was a little not ready to do. I think that’s how you grow. When there’s that moment of ‘Wow, I’m not really sure I can do this,’ and you push through those moments, that’s when you have a breakthrough.”
- Marissa Mayer
Marissa Mayer, a former CEO, resigned from Yahoo today as Verizon closed $4.5B acquisition of the company.
In her goodbye letter, Marissa says, “It's been my great honor and privilege to be a part of this team for the last 5 years. Together, we have rebuilt, reinvented, strengthened, and modernized our products, our business, and our company.” She also goes on to talk about the challenges, twists and turns that Yahoo confronted throughout her 5 years at the company.
There is no question that being a CEO or owning, controlling and operating a business is a difficult and life-changing task. No woman, or person, takes on such a demanding position without setbacks, failure and hopefully success.
These businesswomen have revealed what it takes to see that success.
1. Businesswomen Have Persistence
If you want to be a strong and successful businesswoman your work ethic must show it. Giving up should never be an option, even in difficulty or opposition.
A successful businesswoman will take the challenges and learn from them. Instead of “I give up,” she will say, “what is next?” She will understand that failure is necessary in order to see success.
If you want to be successful, you must be relentless. Do not let anybody tell you that you are not good enough or strong enough for a task. Have the power to prove them wrong and yourself right because that is when you will come out on top.
Successful women continue to fight even when the world gives them every reason not to.
2. Businesswomen are Optimistic
We all know that some days are better than others. At the end of the day it is important to let go of the setbacks, and in the morning it is important to take on the next challenge.
A strong and successful business woman will wake up in the morning and ask herself what she can do to improve the business that day. The setbacks of yesterday will be put aside and she will only concentrate on the future.
3. Businesswomen Embrace Change
There is a lot that can hold women back today.
Setbacks can be anything from political factors to women not believing that they are in a great enough position to succeed.
If you find every reason to believe you do not have enough in your favor to succeed then you never will. On the other hand, if you embrace change and celebrate the small victories you will succeed.
Women that work in business understand that circumstances do not matter. It does not matter if you are a woman or a man. You can succeed if you are determined.
Make the most of what you have and never let anybody tell you that because you are a woman, you cannot be successful.
4. Businesswomen Overcome Obstacles
We all have dreams but some of us are scared of actually pursuing them.
For the brave ones, the ones who productively work towards their dreams, they run into obstacles. This is when they are presented with two options.
Option one: Give up and move on.
Option two: Work through the obstacles and make dreams come true.
Successful business women do not make excuses for themselves. They work hard on the best days and even harder on the worst. Anybody can give up but it is the successful women who choose not to.
If you want to be successful, do not let the obstacles bring you down. Instead, learn from obstacles and use them for growth.
5. Businesswomen Conquer Fears
It is often that successful businesswomen are given tasks that they see as a challenge or fearful. At first it can be uncomfortable but eventually, the difficult tasks will turn into everyday ones.
Picking up the phone and calling someone to sell them on a business idea or tactic can be scary. Stepping on stage to speak in front of hundreds of people can be stressful.
Successful women recognize that these tasks will improve the future of their business.
You will not grow and neither will your business unless you step outside of your comfort zone. Fear can always be conquered with confidence.
6. Businesswomen are Powerful
Some people are going to tell you no or that you cannot succeed in something. Successful business women do not waste their time with the argument. Instead, they go out there and they show those people that they are capable of anything they set their mind to.
Nobody is going to hand power over to you. You have to be strong enough to fight for it. You have to prove that you deserve power.
Having power does not mean that you will have the ability to control people. Successful women lead by example.
They do not tell others that they have power instead they guide, influence and encourage.
7. Businesswomen have a Strong Sense of Self
There are times when we all doubt ourselves. We start to wonder if we are in the right industry, if we spend too much time at work and not enough time with our family, and we even begin to doubt the strenuous work that we put into a business.
A successful and strong business woman realizes that sometimes doubt is hard to dodge but those are the moments that will push them further.
Although some days there may be doubt, strong women still believe in themselves and the business that they are doing.
Successful and strong business women realize that the worst days are what makes the great days so great. They learn from mistakes and develop a strong sense of self.
You must be excited to move forward and improve yourself. Embrace who you are and your flaws so that others can embrace who you are, too.
The next time you are having a rough day, week, month or even year, remember these ladies and what they represent to the business world.
QCSS is a women-owned business and officially certified by the Women’s Business Enterprise National Council (WBENC).
QCSS would not be the business that it is today without our two outstanding women founders. The certification continues to motivate QCSS as a company to have persistence, remain optimistic, embrace change, overcome obstacles, conquer fears, remain powerful and develop a strong sense of self.
As if the certification was not enough of an honor, having women like Marissa Mayer and Barbara Corcoran to lead the way for women in the business world makes us even more proud to be women-owned.
Find out more about our executive team here.
Learn more about our WBENC Certification here.
Written by: Amy Schiller
#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?
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.
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.
“One customer well taken care of could be more valuable than $10,000 worth of advertising.”
– Jim Rohn
The following situations all have one thing in common. Put your customer service skills to the test and try to see if you know what it is.
Susie ordered a new cell phone case off a website that she has always trusted. Her previous phone case was from the same company and she even paid the extra money to get her phone case shipped to her in two days. Her phone case arrived on time but when she opened the package the top right corner of it was cracked.
Peter downloaded a program onto his computer five days ago that he thought would work well for his startup company. He works another job along with trying to launch his new company. With this being the situation that he’s in, he usually stays up until three in the morning working on new projects. Last night, the program crashed and he hasn’t been able to get it back up since. A majority of his work was on the program.
Torie goes back to college in about a month. She started packing her things and realized she doesn’t have a vacuum for her new apartment. She went out to the store and bought a new one. When she got to school and used it for the first time, she noticed that whenever she uses the vacuum it barely picks anything up. Torie spent a lot of money on the vacuum because she thought that it would last her a while.
Jeff was on a mission to find a new phone company. He walked into a prospective company and the service was outstanding. They opened the door for him, he was in and out very quickly and they informed him of all the deals they were offering new customers. He later called the phone company to ask a couple more questions he had. Jeff was put on hold for at least an hour and he never even got through to somebody at the company. The call disconnected after an hour and ten minutes.
It’s easy to see that every single person had an issue with their product or service.
The point being, customer service shouldn’t start with a problem, it should start before or when the customer joins the company.
If you’re sitting there in your chair wondering why your customers aren’t happy, this may be the answer. It’s important that you don’t think of customer service as a department but that you think of customer service as a company.
The goal should always be to help the customer before the problem arises. When and if a problem arises (which it will) it should be solved promptly and in a fantastic manner. This is how your customers are going to turn into raving fans.
Now, you may be wondering, how could this have been handled differently? Let’s take a look.
Show You Care
Susie’s phone case is cracked. When she calls or emails the company, she’s going to be upset especially since she paid to get it shipped to her quickly. The good news is, she likes the company already and her package arrived when expected.
So, how do you keep her as a customer instead of her running away and giving you a bad review? Show her you care because that’s how she wants to feel. Make sure that her email or call is answered immediately.
Act upon fixing the problem quickly instead of trying to calm her down or letting her know you care. SHOW her you care. Do something that you know is going to make her happy. Give her a coupon for her next purchase and pay for her to send you back the phone case in exchange for a new one.
Apologize for what has happened and promise to fix the issue.
Make a note of what has happened. Be sure that when Susie calls back again, the person working for you knows the exact issue and how it was fixed. Don’t let anything go unnoticed.
Bonus: If you keep track of everything that happened with Susie, the next time she calls she will feel like her call mattered earlier and like her call matters now. She will feel important which is exactly how your customers should feel.
Answer the Phone
Answering the phone and responding to emails, it’s something you’re always doing. So maybe you’re just reading right past this point but you shouldn’t. When Peter had issues with the system he was working with, it was three o’clock in the morning. Most of his work was on this program and what’s even worse is that he was working on one of his most important products in order to launch his company.
At three o’clock in the morning, he needed someone to answer the phone and help him get the software back up and running. Turns out, the company he bought the software from closed at 7 PM.
Moral of the story is that some customers are using your product or service around the clock. Sometimes they need the product or service to continue to work in order to go on in their daily lives. This is why your company should have 24-hour customer support.
If somebody was there to answer the phone at 3 o’clock in the morning, Peter would’ve turned into a raving fan. It is easy for there to have been an error on Peter’s part. This could’ve been fixed within five to ten minutes if there were someone there to tell him what he did wrong.
Giving this kind of service to customers will have them coming back for more and telling friends and family about the amazing service your company provides. This is exactly what you need to keep your customers happy and to gain more customers.
Having customer support 24/7 doesn’t matter if the support isn’t there. What matters is that they are getting the help that they need in a timely fashion. A lot of people want to use the product or service they paid for right after they paid for it.
If Torie’s vacuum isn’t working the way she had hoped that it would, she’s going to be frustrated especially since she spent a lot of money on the product.
Let’s say that Torie calls the customer support and they put her on hold for forty-five minutes. By the time somebody offers support to her, she’s going to be aggravated. She wanted and needed the support forty-five minutes ago but instead, she was stuck waiting on the phone until somebody could actually help her.
Sometimes a product isn’t going to turn out the way that it’s supposed to. Sometimes a service isn’t going to live up to its expectations. It’s just something that happens and usually, this is easy for people to understand.
After sitting on the phone for hours trying to figure out why a product or service isn’t meeting expectations, people are going to get angry. So, don’t be shocked when customers respond to you in a rude way or they yell at you for something that was completely out of their control.
Having a support desk is going to be extremely helpful in many situations. When the help desk isn’t actually helping, that’s when things get complicated. Make sure that you have customer service support that is trying their best to help the company. Also, be sure that the customer service representatives that you’ve hired know what they’re doing and have thorough training.
If hiring a call center, they should offer training to their employees and somebody from your company should be there helping.
Don’t Lack Attention
Jeff had a great experience when he walked into the phone company. When he followed up with some questions, the phone company didn’t even answer the phone call. This is from lack of immediate attention. Jeff wanted his questions answered right then, just like a lot of people who are looking for more information about a company.
If you were to call a company and they didn’t answer their phone, how would you feel about the company? Most likely, you would get aggravated and either choose a different company or leave the company if you were already working with them.
Everybody knows how aggravating it can get when questions go unanswered. What kind of service should Jeff expect if he does end choosing that company? What kind of service would you expect from a company who never answers a phone call?
Customers are looking for attention so having a lack of is going to drive them in the opposite direction. Think about how easily a customer can pick up the phone to call another company. Customers have access to competitors’ phone numbers just as easily as they have access to yours.
Now, take a second to think about how many calls come into your office for businesses that are not tracked for inquiries, leads, and conversion into sales.
How many customers are you leaving waiting, having to leave a message and not answering your calls consistently and professionally?
The number one reason a new potential buyer of your product or 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 you.
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.
Call center. Telemarketing. Agents. Telesales.
Four words that tend to scare people. What’s the advice we have for you?
Don’t let them.
Forget the negative feelings that you have attached to those words. Put them behind you, even if it is just for the few moments that you read this post.
Call centers are some amazing places. Actually, call centers do some amazing things for other companies and for the economy. Call centers care more about your progress and growth than almost any other person does.
Did you just ask why?
Well, because their jobs depend on it but don’t worry that’s not the only reason.
If you hire a call center, there’s a lot of things you can expect and we’re going to narrow everything down into five simple points.
If you are considering hiring a call center, these are five things you should definitely expect.
1. Expect Knowledge
Knowledge is power.
It’s not only a call center it’s a smart center too. Agents are extremely smart. They know how to solve problems when they arise and they can prevent future problems from happening.
At a call center, agents have to deal with different systems and programs, a handful of clients, and they must learn how to solve problems with the clients or customers. Most importantly, they are the first people to deal with customers or clients. This is what makes call center agents so brilliant.
When agents at call centers run into problems, they quickly find ways to resolve them. If something happens on one campaign, others will be promptly informed about the situation so that the same issue won’t occur again.
Potential problems are spotted before they actually take place because nobody knows the business like the people behind the phones. Most agents have been in the industry for years. Some agents may have just joined the team but quickly will learn the little secrets of the industry from the veterans.
There’s strategy to what these people are doing and you have to have a certain persona to succeed (Here are the 9 awesome qualities that we look for in our agents). Agents acknowledge the issues that are taking place and quickly act on them. They are problem solvers and they know how to use their resources in order to complete tasks and turn customers into raving fans.
The goal should be to always solve the problem that the person on the other end of the phone is having. When they hang up the phone, a call center should want that customer to have had an amazing experience and they should have.
2. Expect Consistency
Consistency is key.
Check to see if the call center you’re looking into hiring continues to train their employees. As mentioned earlier, there are going to be new agents at the call center who just started in the profession and then there are going to be veteran agents. Everybody started from somewhere but it’s important that they continue to be trained in programs.
Strong agents should always be willing to learn more about clients and about the program that is being used at the call center. No information is ever too much and this is how a call center will remain consistent.
No agent at the call center should be better than the other because they should all be the best.
Another thing that keeps most call centers consistent is scripts. Veterans get so used to scripts that they can probably recite a lot of information without them. This is o.k. because they are well trained and sometimes adding personality to a call is will help land the sale or calm a customer down.
How fast is the call center picking up your companies calls?
This has a lot of do with consistency. The last thing to mention is that many call centers are going to track calls. The systems that they are working with should say when a call was taken, if a call was dropped, if a problem was solved, how fast they picked up the call, and there are many other ways these programs measure consistency.
Ask about the program or the system that the call center is using and make sure that they are somehow measuring progress.
3. Expect Accuracy
As Merriam-Webster defines it, accuracy is the freedom from mistake or error. Although we are sure that no call center is going to be completely free from error or mistake, we know that they definitely should be aiming for that.
So, when considering hiring a call center be sure to ask the company how they go above and beyond to provide accuracy.
One way they should do this is through a system or program that they have all of their agents on. It goes along the lines of consistency. The call center should have a known way to track progress of phone calls just like they should be able to track consistency.
With accuracy also comes knowledge, which is the first point that we talked about. Employees and agents should be encouraged to learn the most about a client that they are beginning to work with.
Accuracy and knowledge require training. The company should allow you to come in and train the employees how to handle phone calls with your specific company. Most likely, this call center is working with other companies besides yours which means agents are learning a lot of different programs throughout their time at the call center.
Make sure that your company takes time to explain to the employees how to handle different situations that they may run into. It’s possible that they already know a lot from working on other campaigns.
Look at this as a good thing. Employees are going to be more accurate with the amount of experience that they have. They are going to be more accurate if they are provided the proper training to handle calls for your company.
4. Expect Solutions
While on the topic of accuracy, call centers should be prepared to handle almost any type of call. These agents and employees are able to go out of their way to find answers to questions that sometimes people working at your company can’t answer.
The call center you are looking into should be prepared to handle any type of situation.
Whether the customer wants a refund or isn’t happy with their product or service the call center agents and employees should be able to handle it with a calm and collected attitude.
Many times, somebody at the call center is going to know how to fix an issue when an agent runs into one. There should be people designated to helping solve the problems. There should be teams in the call center ready to help the agents and overlooking the system that they are working on.
Another big point to mention is that sometimes there are technical issues that arise. Make sure that the call center you are looking into has an IT department on site. This is mandatory considering we can’t predict technology and not every person knows’ how to fix technical issues.
Ask the company that you’re looking into how they go about fixing the internet service when it goes down. Ask them how they go about fixing the system when it has a glitch. Think about issues that happen at your work place that only IT people can fix. Then, ask them how they solve the problem.
The call center should have experience in what they are doing. They have probably been around the block and couple of times and ran into problems that wouldn’t have been resolved unless it was for experience.
Ask the company how long they have been in the industry for because that’s important.
5. Expect Measurement
As mentioned in almost every single point, expect measurement. All call centers should be measuring the work that they are doing. This is not only for your company but for their company also.
Don’t be afraid to ask a call center how they measure growth or pick-up times. They should almost be willing to tell you. This should be information that they are proud of and if the call center that you’re interested in doesn’t want to tell you, there’s a reason and it’s a great enough reason to walk away.
Measurement is extremely important, especially in marketing. Telemarketing is not dead and many people don’t realize this. If you aren’t using a call center to provide any services to your company, you should really consider it.
At QCSS, we handle measurement by providing a wide variety of standard reports. This allows us to see our production and efficiencies. We also offer custom reports and all reports detail the campaign, query or agent activity for user configurable time periods and enable accurate up to the minute ROI tracking.
When looking for a call center to hire, see if their reporting, tracking or measurement is similar to this process. It’s an important part of the deal that you’re making with the call center. Don’t look at the call center as a company that you are hiring, rather look at them as if they are a partner you are investing in.
This advice should help you make your decision. We are sure that a call center is the right choice for you, but be sure that you know this too. They offer a lot of benefits but shop around. It’s an investment that you don’t want to throw your money into without being sure you found the right fit.