Call Center Blog

Aug. 15, 2014 - When it comes to setting up good quality sales appointments, there’s a right way and a wrong way for B2B lead generation specialists at call centers to do it. Here are some pointers:

July 25, 2014 – The work of a customer service representative or cold calling B2B lead generation specialist at an outsourced call center is not easy. It is challenging to maintain the quality standards established by clients, productivity requirements are high and there are many processes and procedures that agents need to be able to perform.

July 23, 2014 - PürMEDICA Nutritional Science, Chicago, produces a line of nutraceutical products combining the wisdom of nature with the power of science by integrating the advantages of both orthodox and alternative medicine.  PürMEDICA’s mission: to enhance their clients’ physical well-being by offering superior natural supplements that are both safe and highly effective.

July 21, 2014 - We recently heard about a tool that automatically generates blog topics, so we tried it out.  

July 18, 2014 - Call center quality control – both for inbound customer service and order processing and outbound B2B lead generation and appointment setting – is an ethic and a process.

Call Center Outsourcing Vendors RFP Guide

Few of us in the call center services industry – whether on the corporate side or on outsourced provider side – enjoy RFPs. They are difficult and time-consuming to write, respond to and review.

But they remain a call center services mainstay because they perform at least two critical functions: they help companies come to consensus on their call center priorities; and, of course, they enable the company to select qualified call center outsourcers for more in-depth examination and final selection. They also help call center vendors understand if they should, or should not, compete for the potential client’s business.

June 27, 2014 - There’s a sales axiom that we’ve always liked: People don’t like to be sold, they like to buy. This holds true for B2B lead generation and call center cold calling, too.  Usually, the less aggressive, more consultative approach works.

June 24, 2014 - A critical requirement of the outsourced customer service program is to rapidly scale staff resources for projected call volumes.  Program scaling is both a science and an art, and done right, it ensures the team of customer service representatives is utilized at peak efficiency for optimized ROI while also delivering the bandwidth needed for quality customer service.

June 20, 2014 - Relying on a third party call center services provider to handle that most valuable of business interactions – talking, emailing and chatting with customers – requires a leap of faith that many customer services, sales, marketing and operations managers find difficult to make.

June 6, 2014 – Call center services and ecommerce strategies will be the topic of the day at next week’s Internet Retailer Conference & Expo (IRCE), the 10th annual event, at Chicago’s McCormack Place, June 10-12.  OnBrand24 will be there to talk about contact center services solutions with retail and ecommerce sales, marketing and operations managers.