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.
So, you’ve decided to outsource your telemarketing to a call center.
The first thing that you need to know before you even start the process of picking a center is that call centers do not need to be geographically close to serve its clients. Sure, proximity might have its benefits, but a good call center is structured to be able to serve clients locally, nationally and internationally.
There are lots of factors to consider when you are looking at how to find the right call center in the United States.
Centers in Chicago, New York, or Los Angeles often require evaluating these four factors:
- Call center technology
The best call centers have built their business with people like you in mind and all of these factors are important in order for them to deliver the best possible services to you and your company.
Pay Attention to Call Center Technology
Call center technology is a critical part of being able to handle client needs nationwide. Call centers are built to handle multiple clients at the same time. This requires the ability to handle a large inbound and outbound call volume. Things like dialing technology, IVR systems, reporting, network infrastructure and compliance should all be taken into consideration as you are choosing your call center.
Questions you can ask:
1. What kind of technology does your call center use?
2. What is inbound/outbound call blending?
3. Does your system provide inbound/outbound call blending?
Consider the Services
It’s always good to know a call center’s capabilities, in case there is a service they offer that you may want but weren’t aware of.
Make sure you understand the various call center services available to you, and that the call center will be able to accommodate your needs.
If you are looking to expand your customer base, you probably need some form of outbound telemarketing. If you are experiencing a high inbound call volume then you should be looking for a call center that has inbound telemarketing capabilities.
Questions you can ask:
1. What different services does your call center offer?
2. Which services would you recommend for my company when (insert service here) is what we are trying to accomplish?
3. Does your company offer inbound AND outbound marketing?
Remember that the call center that you choose is going to become an extension of your business and will be making lasting impressions with your customers. It is important that they have had proper professional training and are also educated about your brand. Agents need to be able to answer as many questions about your brand as possible.
Questions you can ask:
1. Does your call center treat training as a continuous process?
2. How do you train your employees?
3. Are agents being provided constant coaching, feedback and skills related to performance?
Culture is Everything
A company’s culture will dictate what they do and how they behave in certain instances. This is hugely important because call centers need to learn every aspect of your businesses, and communicate with your customer base.
Make sure that the call center that you choose values your clients’ business and takes the time to truly learn about it. This means involving you in the training, and learning every aspect of what you do.
Questions you can ask:
1. How do I know that your call center can align with my brand?
2. How are you sure that your agents are following procedures and company policies?
3. How do you hold employees accountable?
4. How do you motivate your employees so that they deliver exceptional results?
Taking It All In
All of these factors are important when it comes to finding the right call center so make sure that you do your homework. Let us know if you are looking for the right call center for you.
Written by: Amy Schiller
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
The first time you meet someone, what’s the first thing that you do? I would assume, and hope, that you introduce yourself.
After the initial introduction, we don’t think to ourselves, “What can this person do for me?” They also don’t become the most important person in our life, because it takes trust and communication to get to that point.
If we believe that they can positively impact our lives, we continually make an effort to keep them in our lives. Sometimes they will end up becoming a loose connection or the connection gets lost completely.
When we think about a potential customer or client, the process is very similar. We become introduced to the company and then we evaluate the value that they could provide to us. Sometimes we keep the company in the back of our minds, sometimes we drop the company completely and other times we make a purchase without thinking twice.
Leads can be found through email, social media, a request for a quote, a visit to a web page and many other ways.
The question is how do we turn that lead into a sale?
1. Be prepared
The lead should already know a little bit about the company and the services it provides. Before calling and furthering their knowledge about the company, gather information about them too.
Find out what their current situation is so that you can understand more about what they would be looking for from your company. There must be a reason that they requested more information.
Also, be prepared to answer questions about your company that they may have. It could be along the lines of why your services cost more than competitors, the advantages that your company has over competitors, or the impact of the services your company provides.
QCSS Quick Tip
Research, research, research
Gather as much information about the lead that you can. This will be extremely valuable on the call.
Don’t be afraid to answer the tough questions
It’s a good sign that the lead is so interested in your product or service. Answer questions with confidence.
2. Pick up the phone
The faster the response time when calling the lead, the better chance is that you’ll land the sale. The best way to contact someone who is interested in doing business with you is on the phone.
Calling a lead can help you develop a personal connection. Sending over an email before calling the lead will cause an uneasy feeling about the business that you provide. This is especially true if you are going to be handling clients and customers for them.
A lead wants to know that the product or service you have to offer is the best choice for their company. To show them that you’re interested in starting a relationship with them too, make the connection personal by picking up the phone and formally introducing your company.
QCSS Quick Tip
Don’t overwhelm the prospect
If the prospect doesn’t answer the phone call, leave a message and let them know when you will call back again. Make the call a few days after the initial call so that they don’t become too overwhelmed with your eagerness.
Enter the conversation with confidence
Know who you’re talking to and the position that they hold in the company. This way, calling the lead won’t be so intimidating.
3. Solve the problem
As mentioned in the first tip, do your research about the company. Evaluate the situation and find out how your business can help the prospect.
Find specific issues that the company is currently having and highlight services that your company can provide that’ll improve business.
Focus on finding out more information about the lead. Doing this will help you to find solutions for the problems and will allow you to provide more insight about what your company has to offer to them.
QCSS Quick Tip
Don’t tell the lead the issues you see at the company
Chances are, they already know
Find out more about the company because some things could have been overlooked which would lead to missed opportunity
4. Follow-up quickly
Maybe your lead said that they didn’t have any interest in your product or service at the moment, but mentioned that they may in the future. Or, it could be that you’re just trying to stay on the top of the mind of your client.
Regardless, you should always follow-up with your leads after the initial phone call.
If the prospect said that they would like to learn more about the company, send them an invite for a conference call with you and another person in the company. If the lead mentioned that they may be interested in your product or service down the line, ask to add them to your email marketing list.
QCSS Quick Tip
Make the follow-up simple, short and useful
5. Focus on email marketing
When talking to leads on the phone, ask them if they would like to be added to your email marketing list. This allows leads to receive more information about your company without feeling like they need to make a decision with your company right away.
Emails also leave the opportunity for your leads to gather more information that could have been missed on a phone call, follow-up email or even on the website. It allows consumers to receive more information about the company without having to dig in order to find it.
Email marketing is also a great opportunity to share content with subscribers and highlight products and services that leads may not know you offer.
QCSS Quick Tip
Put testimonials in your emails
- This will help customers or clients trust your brand
Converting leads into sales is not an easy process. It takes time, patience and trust to get to that point. It’s important to focus on what you can be doing to get leads to convert.
The team at QCSS has provided customized sales solutions for companies nationwide since 1991, offering multi-channel inbound customer support and answering services, as well as outbound demand generation and direct sales.
Written by: Amy Schiller
This is nothing new, but consumers are continuing to hold companies to a higher standard. No, I’m not referring to the necessary customer service to keep a company up and running. Consumers are holding companies to a particular social standard.
Corporate social responsibility is taking over the business world. Eighty-four percent of global consumers said they seek out responsible products whenever possible. (Source)
Both consumers and employees are drawn to companies who prove to give back to society and make a difference in the community. That’s why it doesn’t come as a shock that companies are beginning to see how much social responsibility matters.
Companies are stepping up and #AnsweringTheCallfrom consumers and employees. Missions and values of companies are changing all across the nation in order to meet expectations.
REI - Force of Nature
REI Co-op claims 2017 as a possible landmark year for gender equity in the outdoors. On April 2, REI Co-op announced a public effort called Force of Nature. The effort builds on decades of work that REI has been doing within the co-op to advance gender equity.
Throughout the article, author Jerry Stritzke talks about the plan REI has put together to level the playing field. Some of the plan includes partnering with Outside magazine on their first-ever all-women’s issue, increasing focus on building world-class gear designed for women, and the creation of 1,000 events designed to get women outside. (Source)
Changing the business world
REI is such a great example of how a brand is changing the business world by committing to make such a difference in a community. Not to mention, a much larger community that some consumers may not agree with.
After reading the article, I took it upon myself to read some of the comments. A lot of the comments were from people praising that company for making such a bold decision. Some comments from people who were upset that the company was shifting their target market.
Let’s take a moment to acknowledge how uplifting this choice was to businesses all over. When QCSS talks about #AnsweringTheCall, we talk about fighting for what you believe in, being a leader and believing in others. Three things that REI has shown they are not afraid to do.
Take a stand
REI is fighting for what they believe in by acknowledging that women aren’t on the same playing field as men when it comes to the outdoors. The article mentions how it’s easy to recognize that not many females have other females to look up to in the industry. After the company noticed this, they decided that they wanted to go ahead and do something about it which is outstanding.
An industry leader
REI proves that they are an industry leader and they believe in others. An industry leader does something to make a difference. As mentioned, it was bold for REI to do this because they know that a lot of their target market is men but they did it anyways. That’s what a leader looks like.
It’s also clear that the company believes in others considering they dedicated the rest of 2017 to women.
Sure, one could say that REI is abandoning a target market, but I don’t think that’s the case. I think what REI is doing is going to make a huge impact on the community. They aren’t refusing service to men they are just promising to deliver better service to women than they have in the past. That’s Empowering.
REI proves that corporate social responsibility doesn’t have to completely change the game. CSR is about finding things that your company believes in and making a difference. #AnsweringTheCall the call can be fun and so can CSR which is what REI has shown us.
#AnsweringTheCallmeans many different things to different people, as we have mentioned in our posts before.
The mission at QCSS has always been to help build the local and national economy. In 2017, QCSS is added to that mission. For each new piece of business QCSS receives this year, we will also be giving back to not-for-profits and charities.
Find out what #AnsweringTheCall means to you and your company. If you have the power to make a difference, do it. The world is at your fingertips, use it.
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.
#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?
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?
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.