Let's Face it, the Contact Center is Evolving and BPO Vendors Need to Keep Up

The past couple of months, I have written about my vision for contact center services being delivered from onshore and offshore locations. But, this week I want to touch on the nature of customer experience delivery, which I think so many of us would agree has changed massively over the last three decades. One thing is clear – no matter the industry, US consumers have adopted a multichannel approach to interacting with the companies from which they buy products and services; so, in order to keep these end-users happy, the contact center has to be ready to accommodate their preferences.

An Interview with James Nies from Verint Systems & Muffy Pease from Salesforce on Artificial Intelligence & the New Customer Service Paradigm

How do I assess my organization's adaptability for AI and RPA (Robotics Process Automation), and what is the ROI for changing what we are doing today?

(James Nies) RPA is actually really very easy to adopt compared to other solutions you've probably deployed in a customer service or back-office operation. A successful RPA project doesn't require an alignment with a broader customer experience strategy or wrestling with technical compatibility. RPA solves a problem of efficiency, accuracy, and cost – I've yet to meet an organization not on board with that.  It can leverage existing human interfaces, so there isn't a big question technology readiness or direction. 

I'm not sure it makes sense to think about AI distinctly in terms of adaptability or ROI.   AI is going to increasingly be part of solutions you put in place.   Better self-service capabilities will provide ROI and those are likely to contain AI, but that's a self-service question, not an AI question.

What types of customer service interactions represent the best opportunities for automated interactions?

(Muffy Pease) AI is already transforming your customers' expectations. Think of the consumer who lives by Uber, Google, and Amazon. If he walks into a department store to buy a suit, what does it take to provide him the same level of service he's grown accustomed to?

Retailers should know who he is because he bought something online. They should know his size and preferences based on his purchase history. And they should be able to suggest the perfect pair of shoes to go with whichever suit he chooses.

The same principle applies across every type of business. Customers know you have their data. They know everything you can do with it. And they expect you to use it to provide fast, smart, personalized engagement across every interaction.


FTC Reversal on Soundboard Technology Survives First Judicial Challenge

The Federal Trade Commission (“FTC”) successfully defended its 2016 decision to apply the Telemarketing Sales Rule (“TSR”) limitation on prerecorded messages to soundboard, also known as avatar, technology.

How to Use Telemarketing Services to Increase Tradeshow Attendance

via Quality Contact Solutions

A QCS Client Telemarketing Success Story

Let me set the tone for you… the company you work for is part of a large group that is sponsoring a multi-million dollar expo in one of the most sought after vacation cities.  It only happens once every three years, so you know people will want to be there to see the newest products displayed.  You expect big crowds and then something unexpected happens – attendance is poor!    This, by far, is the worst thing that could happen in a situation like this and that is why it is critical to get the word out about these types of important events.  Sending emails, faxes or mail can be a great way to connect with potential customers and vendors, but utilizing telemarketing services to get them on the phone and having a conversation about it can have much better results.  Quality Contact Solutions recently had an outsourced telemarketing opportunity to do just that for one of our clients and it proved to be very successful!


Make a plan and set an objective:

The objective was crystal clear.  We needed to identify if the lead was planning to attend the expo and verify their email address or capture a new email address if the position had changed hands.  There was also another aspect that the client felt was really important and that was to gather other young professionals email addresses that are in the organization to get them in the loop.  Think of it like an RSVP to the largest party of the year.  This way you can identify who is planning to attend and make sure all potential attendees are aware of the event and the specific dates well in advance.

After we defined the objective we were able to establish a plan that allowed our client to get a handle on who they could expect to attend this year. We knew this plan needed to be simple and accomplish the goal that our client needed in minimal time.

Our first step was to understand our leads and calling strategy. Our client was very prepared with a large list of potential attendees, many of whom had attended in the past.  The list was a 40/60 split of wireless and landline numbers and without a wireless technology option they had no way of reaching a large subsection of their best leads.  Because Quality Contact Solutions has many outsourced telemarketing partners set up to dial wireless numbers we were able to call those leads and fill a need that may have otherwise been a missed opportunity.

Our second step was to create a script. We needed a simple list of questions that allowed us to collect the needed data so our client could make important decisions regarding the evolution of their attendee list.  We started by asking if the lead was familiar with the expo and if so, we gathered if they were planning to attend or if they would maybe be attending.  If they were not familiar, we gave them some great information regarding the expo and offered to send them some information to help them decide if it was something that they felt would be beneficial for their company and employees.  Our total success rate of verifying/capturing an email address was over 60% and the total cost per contact was around $1.93.  Overall this was a cost effective way to reach potential attendees versus other options.   If the lead stated that they were not interested in going, we also asked them for a reason so we could update the client's records.  By capturing this information, the client was able to determine what the main reason for not going was and could address those areas at a later time to help work on increasing attendee rates.

Making changes quickly to ensure success and maintaining the client relationship:

The campaign described was a fun one and the calls were relatively short with a majority of the leads having heard of the expo or having attended in the past.  We exceeded the client's expectations by verifying the needed lead information while capturing hundreds of additional  young professional email addresses (the client even awarded the agents some really nice gift cards for performance!) so follow-up emails could be sent out.  Working through these processes with the client, call center and operations teams keeps everyone in the loop with one goal in mind—a successful campaign!  This is especially helpful when there may be follow up campaigns in the future and you want to keep that client relationship going.

Overall, this type of telemarketing services campaign can be a great success if everyone on the team works together to achieve great results.  I have the utmost confidence that this expo is going to have great attendance next year and it is due specifically to reaching the right individuals with outsourced telemarketing calls.  We would love to reach out to your current and potential customers and let them know about your upcoming events. Give us a call at 1-866-963-2889 or email to get started!


Heather Dubas is an Operations Manager for Quality Contact Solutions.  As an Operations Manager, Heather is responsible for managing client programs and ensuring program success.   Heather has a B.S. in Business Administration and prior to joining the Quality Contact Solutions team, she spent time working in Account Management at a highly respected call center in the Midwest.  Having over 5 years of B2B telemarketing sales experience, Heather is there to assist in achieving your desired results. 

Local Caller ID with Name Display Will Increase Your Conversion Rate

Written for Quality Voice & Data By Kelsey Olsen, Director of Enhanced Telecom Services

Most telemarketers and outbound telephone campaign managers know that using Local Caller ID numbers is a powerful tool to increase the percentage of time that a consumer or business answers the phone.  Lesser well-known is the benefit of ensuring the Local Caller ID number is paired with a Name, called Caller ID Name Display.   In essence putting a name to the number.

Using a Local Caller ID phone number, paired with a name helps increase the answer rate on your outbound telemarketing campaign.  However, the benefits don't stop there.

There are two components of a successful outbound telemarketing campaign.  One component is “contacts per hour”.  We know that using Local Caller ID numbers helps improve the contacts per hour because more people answer the phone.  The second component is conversion rate.  Depending on the reason for the call, conversion may be measured as sales conversion, leads generated conversion rate, or some other conversion metric.

The good news is that we've found that using Local Caller ID numbers with a Name display can help your company with both key metrics.

How do I increase my conversion rates? The answer is with 5 Seconds of Trust.

By using a Local Caller ID number with Name Display you are starting to answer the important question before the caller even answers the phone, “Who is calling?”.  Once the call is answered and your agent introduces himself as “Jane” with XYZ Company AND the prospect sees “Jane or “XYZ Company's” name on their Caller ID Display they just earned 5 seconds of trust.  Clearly the next question will be “What do you want?” which is far better than “Who is this AND what do you want?”  This trust translates to an increase in conversions and sales.

Honest telemarketers who have a true product or service to offer have no reservations about sharing who they are and what company they are calling from.  A misleading telemarketer who doesn't want to be clear about who they are and what business they are conducting usually has no interest in putting their company name on the caller ID display.  Too many times telemarketing is a bad word because of the companies who try and conceal who they are.  Right up front your company can differentiate itself by using Local Caller ID with Name Display.

Increase Answer Rate and Conversions

Using a Local Caller ID Number with Name Display has been proven to increase answer rates. But we want to increase conversions as well.  Telemarketers need to think about the whole picture as the customer views it.  When we are reaching out by phone we have no idea what the customer maybe doing prior to answering our call.  If their day is full of meetings, they may screen their calls.  Here is what maybe going through the customers mind when an 8XX toll free number appears on the caller ID display:

  • Who is calling?
  • Am I expecting a returned call?
  • What do they want?
  • Have I spoke to this company before?
  • Do I have time for this “unknown” call?
  • Are they a Telemarketer?

When using a Local Caller ID Number with Name Display the customer is more informed before answering the call.  Even if the customer is in the middle of a busy day, they may choose to answer because we have answered most of the above questions just by displaying some simple information on the caller ID display. The more they know about who's calling the more likely they are to answer.

Local Caller ID with Name Display is Compliant

Quality Voice & Data's Caller ID with Name display is compliant with the Truth in Caller ID Act.  For a company to be compliant in what they are using for their outbound Caller ID, the consumer needs to easily understand who is calling and the Local Caller ID number needs to be answered when a consumer calls the number back during normal business hours.  The consumer also needs to have the ability to be placed on your company's Do Not Call list if they choose to do so.  For additional information on the Federal and State regulations and how they apply visit the USA DNC Regulatory Guide.

Deeper List Penetration

Unless you are lucky enough to have an unlimited supply of leads (list), your outbound telemarketing campaign most likely has a limited number of leads to call.    That makes every lead a golden opportunity and you want to connect with every possible lead that you can.  By using a Local Caller ID Number with Name Display, you minimize the likelihood that your target prospect or customer will ignore your call (contrasted with displaying a toll free number which is most likely to go unanswered).  The local number paired with name display will encourage customers to answer the phone especially if they are or have done business with your company in the past.

Return on Investment

The cost for Local Caller ID is minimal for the return you receive when considering the huge increase in contacts per hour and list conversion rate that is common when using Local Caller ID numbers with a Name Display.  What would you do to see an increase in answer rate, deeper list penetration, and increased sales conversion rates?

Using Local Caller ID with Name Display helps create a more positive response from the customer.  This isn't rocket science.  Customers want to make sure they can verify who they are speaking with when doing business over the phone; plain and simple.  One challenge is that the typical telephone company isn't set up to provide multiple numbers in different area codes on demand. The great news is that QVD isn't a typical telephone company. We exist to supply contact centers with fully provisioned Local Caller ID numbers in about 15 minutes or less. Contact QVD to see how we can help improve many aspects of your outbound telemarketing campaigns by implementing Local Caller ID with Name Display.

Kelsey Olsen is Director of Enhanced Telecom at Quality Voice & Data.  Kelsey is responsible for the company's telecom service offerings as well as the company's telecom infrastructure.  Her team is passionate about assisting customers and ensuring their needs are being met.  Call Kelsey at or 516-656-5122.

QCS Announces Sponsorship at Upcoming PACE Orlando Convention

Published via Quality Contact Solutions 

Quality Contact Solutions (QCS) is proud to sponsor the upcoming PACE Convention in Orlando, FL April 3-5, 2016. PACE is an acronym for Professional Association for Customer Engagement. QCS has been an active member for nearly 10 years. QCS owners, Dean & Angela Garfinkel, have been active PACE supporters for 15+ years. Dean currently serves as the Treasurer on the PACE National Board of Directors. Angela currently serves as the Marketing Chair on the PACE Central Chapter Board of Directors. 

Dean and Angela will be meeting with vendors and clients throughout the 3-day event. To schedule a meeting, please call Bonnie Senff at 516-656-5101.

More about QCS:
QCS is the largest outsourced B2B telemarketing vendor resource in the PACE membership. QCS owners, Dean & Angela Garfinkel, along with a large team of professionals ensure every client program achieves the established goals on a daily, weekly and monthly basis. In addition, the QCS team boasts a deep bench of telemarketing compliance experts, including two Consumer Engagement Compliance Professionals (CECP). Need a PCI Level 1 vendor? Look no further. We've had our third party PCI Level 1 compliance certificate since 2013.

Outbound Marketing Success starts with Great Vendors

Vendor Spotlight: CTC Teleservices

Why QCS loves working with CTC Teleservices

In the outbound marketing industry, we have many options when choosing a call center to work with for our clients. Although Quality Contact Solutions has many great call centers that we work with, CTC Teleservices in DeKalb, IL., is a valued partner that is always at the top of our list to work with when a new program develops. At QCS, we put value in worthwhile work and so does CTC. Whether it is sales, surveys, appointment setting or strictly informational calls, CTC can perform well on all levels for our clients. Quality Contact Solutions is celebrating our 10th Anniversary in 2017 and CTC has been in the call center business for well over 20 years, showing that both QCS and CTC have strong staying power in an ever-changing outbound marketing industry. CTC has been a partner for majority of our 10 years, helping us execute some of our most successful outbound marketing programs for our clients. Here are just a few of the reasons why we love working with them.

Who They Are

CTC is a small, family owned call center. It is not uncommon when you are there for a visit to interact with the owner and all of the key players on the team as they all fit around one table. It is definitely a warm environment which is not always the scene in other telemarketing services organizations. Guy Scarpelli is the owner, his wife Diane does behind the scenes work with invoicing and billing and his son Joe, is the Senior Account Manager along with Joe's wife, Wendy helping with data. The sister team of Ginger Perkins, also a Senior Account Manager, and Melissa Perkins, an Operations Manager, are ready to help whenever needed and make sure that goals are being met and training is done. Karl Babcock can do just about any programming that needs to be done for scripting and data and Pat Margolis has been in charge of quality assurance for over 20 years. When you put together our experts at QCS with these telemarketing pros, it creates an unstoppable team.

What They Do

The team at CTC is top notch among outbound marketing call centers. They start with a quality management team that turns agents into top performers that strive for results. You can tell from the buzz on the floor that success is a priority. Because their management team is small and tight knit; each member knows the detailed ins and outs of all the programs running in the center. Because of this, we can always count on their team to execute flawlessly and quickly. Together we get questions answered, set up monitoring sessions and can make a change without skipping a beat. The outbound telemarketing services industry is very fast paced and if you cannot be on top of things, production suffers, so having this capability is a must for success.

How They Do It

CTC's team makes every request urgent and their attention to detail and program development ensures results. This, coupled with QCS's proprietary, customized set up process, means that programs can be setup quickly and accurately. Because of this, QCS is able to provide a great service to our clients. Clients know they can come to the QCS team to get things done and have them done well. Another reason we love working with the CTC team is the level of feedback they bring to the table. This really allows us to brainstorm new and innovative ideas that will better the success of each client program. They are also very up and coming in terms of compliance, especially with their wireless dialing technology, making them a top choice for us when dealing with lead files full of wireless numbers. The agents are another reason that CTC shines. Many of the agents, like the management team, have been with CTC for many years. This way, QCS can offer our clients agent stability on their program, making success more attainable with less recurring training costs. There are frequent meetings allowing the agents to voice their opinions and be heard, good or bad, as well as constant refresher trainings to make sure the agents have all the pertinent information needed to be successful. The management team is also great at recognizing good work with many white boards on the floor to track production and contests running for rewards.

In closing, we are very thankful that Quality Contact Solutions has a partner in CTC Teleservices. Together, through hard work and dedication, our clients are receiving great results. It is a joy to come to work and know that there is a team of individuals just as passionate about outbound marketing as we are and that they are willing to put in the extra effort to ensure great service. Are you ready to bring your current program to this outstanding team? If so, give us a call at 1-866-963-2889 or email me at

We would love to put our team to work for you!

Heather Dubas is a Senior Operations Manager for Quality Contact Solutions. Heather is frequently described as friendly, helpful and urgent. Heather is ultimately responsible for managing client programs and ensuring her client goals are achieved on a daily basis. Heather loves to win! Heather has a B.S. in Business Administration and prior to joining the Quality Contact Solutions team, she spent time working in Account Management at a highly respected call center in the Midwest. Having over 5 years of B2B telemarketing sales experience, Heather is there to assist in achieving your desired results.

4 Call Center Best Practices You Need To Be Doing Right Now

As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures.

What this means is there's an imperative for call centers to drive operational performance excellence in order to remain competitive in the industry. Not doing so risks losing valuable customers and call center talent in an industry that's already known for high agent attrition rates.

But the question is: How?

The following is a look at 4 call center best practices that can help to retain top talent and provide for an improved experience for customers:

Evaluate Agents During the Interview Process

Agents are at the heart of any call center, considering they're on the front lines of customer interaction. As such, it's important to hire talent that will represent the company in a positive manner, motivate other agents, and drive performance that will make a difference in business growth.

Call Centre Helper recommends instituting a “competency-based approach” to interviewing, which involves running an assessment center for new recruits. In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents.

Leverage Call Monitoring & Scoring

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring solutions such as speech analytics automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. Call scoring evaluation forms can also be helpful for enhancing quality assurance within the call center.

Effectively Communicate with Agents

In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. The advantages are two-fold: Managers get to share ideas for agent performance improvements and agents get to communicate their thoughts and impressions of their performance.

As noted in an inContact blog post on successful agent coaching, “a best practice approach is to have the agent do most of the speaking during a coaching session. Collaborated communication is beneficial by allowing the agent and supervisor to share their specific observations on strengths and opportunities.”

Incorporate Customer Feedback into Performance Improvements

It's not just agents who should be the focus of call center improvements, however. Sometimes the best resource for feedback on company experiences and interactions is a company's customers.

NewVoiceMedia research shows customers aren't shy about expressing their opinions of customer service: 57% of those surveyed will give a business feedback to let them know they are performing poorly and 37% will take to social media to air their grievances (or praises) on a company's customer service.

The key takeaway is to use customer feedback (surveys, social media, etc.) to make changes that will help to improve the customer experience in the future.

Final Thoughts

At the end of the day, there is no right or wrong way to drive call center performance improvements – each call center will need to determine which approaches work best for the organization as a whole. The above tips are just a few of the ways to empower agents to continually improve their interactions with customers and, in turn, provide for better experiences for customers.

What are some of your call center best practices?

Industry Seeks to Stop FTC's de facto Ban On Avatar/Soundboard Technology

Friday March 3, 2017 – United States District Court for the District of Columbia. The industry led Soundboard Association (“SBA”) sought a preliminary injunction to stop the May 12, 2017 implementation of the Federal Trade Commission (“FTC”) staff opinion letter (Letter).



Outbound Marketing Glossary Of Terms

by Nathan Teahon, Vice President

Quality Contact Solutions provides outbound marketing and call center solutions that achieve sales results. QCS specializes in business to business telemarketing sales. Many companies consider using outsourced telemarketing as a way to increase sales. Not knowing the industry the way that we do, we wanted to provide an Outbound Marketing Glossary of Terms so that anyone can learn to speak the speak!

definition of the term glossaryAbandon (outbound) – This can happen when the outbound dialer places an outbound call and no agent is available to handle the call within 2 seconds. Telemarketing regulations require that no more than 3% of answered calls in a one month period, per campaign result in an abandoned call. In addition, telemarketing regulations require the dialer to play a pre-recorded message prior at the 2 second time to the called party letting them know that it was a telemarketing call, giving them a phone number where the called party can reach the calling party and provide an automated do not call opt-out .

After-call work (ACW) – Many times referred to as wrap time. This is the work immediately following a call after the caller and person called have disconnected. This time is factored into the total handle time of the call and typically includes choosing a disposition code, typing notes regarding the calls, updating a database, etc. The goal is to minimize ACW as much as possible.

Appointment Setting – This is a type of outbound marketing campaign in which callers are aiming to set up appointment times for another individual. Learn how to get quality appointments using outbound marketing.

Automatic Number Identification (ANI) – Billing Telephone Number or Account Number associated with a telephone number, trunk or trunk group. In most cases this will match the Caller ID that is presented to the Called party.

Automated Telephone Dialing System (ATDS) – An ATDS is “equipment that has the capacity to (a) store or produce telephone numbers to be called, using a random or sequential number generator; and (b) to dial such numbers.” The key term in this definition is “capacity.” This is the simple definition. Here is the Declaratory Ruling from the FCC.

Average order size (AOS) – Total Sale Amounts divided by number of sales. Example: You have three sales. The first was for $120. The second was for $250. The third was for $50. The total of the 3 sales is $420. $420 divided by 3 sales equals an AOS of $140.

Business to Business (B2B) – This simply means when a business is reaching out to do business or to sell a product to another business.

Business to Consumer (B2C) – This simply means when a business is reaching out to do business or to sell a product to a consumer.

Caller ID – This is the telephone number that displays as the calling party's telephone number on the recipient's phone display, before the phone is answered. There are many benefits in outsourced telemarketing to using a Local Caller ID. A Local Caller ID is a Telephone Number used as the Caller ID that matches the area code of the Called party's number. There are also many best practices for the use of Caller ID and Ensuring Compliance with Regulations.

Caller ID Name Display (CNAM) – Service that displays the caller's name in addition to the phone number. CNAM is acronym for the “centralized” database used by Telcos to store the Display Name their customers want displayed for each Caller ID telephone number. Not all called parties' telephone service supports the ability to receive name display. Currently, cell phones only display names that are in the cell phone user's contact list in their cell phone.

Cold Calling – The practice of making calls to a potential customer, B2B or B2C, with no prior relationship with that potential customer.

Contact – The outbound caller spoke to a decision maker and a Yes or No decision was made.

Contacts per hour (CPH) – Contacts divided by hours.

Contact Conversion – Sales divided by contacts.

Customer – A person or business that buys goods or services from a store or business.

Data – This is the detailed information that encompasses the information on the leads. This can include name, phone number, address, email address, and many other possible data points.

Data Cleansing – This is another type of outbound marketing campaign that consists of calling individuals or companies to verify or collect details on the account.

Decision Maker – The prospect within a business or home which has the authority to say Yes or No. This metric is often measured as Decision Maker Contacts (DMCs).

Deduplication (deduping) – This is the process of ensuring that the database of leads does not have multiple entries of the same prospect. This is important to ensure that prospective customers aren't needlessly called multiple times.

Dials per hour (DPH) – Dials divided by outbound telemarketing hours

Disposition – This is the code that is used at the end of a phone call that labels it with an appropriate status. These are also many times referred to as result codes or termination codes. Examples include sale dispositions as well as refusal dispositions, such as Not Interested.

Finalized Leads – All records which will not be dialed again, including contacts, unworkables, and max attempts. Anything which makes a record no longer “callable”.

Finalized per hour (FPH) – Finalized leads divided by outbound telemarketing hours.

Gatekeeper – The person, typically an administrative assistant, whose job it is to ensure that the true decision maker is not taking unimportant phone calls.

Handle Time – Talk time + Wrap time.

Hours – This is the total sum of outbound telemarketing hours worked or dialed for a campaign. If 10 agents call on a campaign, each for 3 hours, that is 30 hours that were dialed on the campaign.

Idle Time – In outbound marketing, this is simply the time in between calls.

Inbound – This relates to calls that originate with the customer calling in to the agents. Learn reasons to blend inbound and outbound telemarketing services.

Lead Generation – This is another type of outsourced telemarketing campaign that requires outbound marketing representatives to develop interest and qualify customers that are potentially interested in a product or service. These leads are typically then called by a more experienced sales representative for further action. Here are 5 tips for high quality leads in telemarketing lead generation.

List Conversion – Sales divided by finalized records. Learn how list segmentation can greatly increase your list conversion.

List Penetration – Finalized Records divided by the beginning list size.

List Size – Beginning record count when starting a campaign

Local Caller ID – A Local Caller ID is a telephone number used as the Caller ID, which matches the area code of the Called party's telephone number. Outbound Marketers who use Local Caller ID as a strategy use about 110 unique area code numbers for a nationwide campaign. One way of accomplishing this is to loading a unique matching Caller ID with each record into the calling equipment. Best practices on using Local Caller ID

Key Performance Indicators (KPIs) – These are the most important metrics that determine the success of a particular campaign. Read about how continuous improvement for telemarketing programs is golden.

Maximum Attempts (Max Attempts) – In outbound marketing there is usually a limit set on how many times a record will be dialed before it is finalized. An example would be if max attempts are set at 8, and a record is not finalized before 8 attempts, the record will be finalized after that 8th attempt.

Members – As opposed to “customers”, many organizations and particularly associations have members. Members receive other benefits that go beyond the typical customer transaction and membership in ways signifies a unity with that organization. Learn why conducting telemarketing services for associations is worthwhile work!

Monitoring – This is the act of listening to an outbound marketing agent's telephone calls to determine if they are conducting the calls in a manner that is effective and in accordance to the guidelines that they have been provided. This is typically conducted by a Supervisor or Quality Assurance analyst whose job it is to listen and score calls while providing feedback for improvement. The term is also frequently used as a noun. To hold a monitoring means having a listening session with multiple parties to discuss how the calls are going and what things need to be adjusted to ensure success. Learn the Do's and Don'ts of Quality Monitoring.

Non-Automated Telephone Dialing System (Non-ATDS) – A Non-ATDS is “equipment that does not have the capacity to (a) store or produce telephone numbers to be called, using a random or sequential number generator; and (b) to dial such numbers.” The key term in this definition is “capacity.” There are many so-called Non-ATDS dialing systems out there but could theoretically have the “capacity” to do so. However, there are solutions out there that can solve this problem.

Occupancy – The percentage of time that an agent is logged in that they are actually participating in active call handling duties (Talking on calls plus wrap time divided by logged in time).

One-Call Close – This is term that refers to calling a prospect and securing a “Yes” on the first call.

Outbound – When a caller dials out to a person, vs. receiving an incoming call. Read here to learn how to fix your outbound marketing program.

Outsourced Telemarketing – This is a method of increasing sales by hiring a specialized call center to do the calls for you. Learn about the considerations for when to use Outsourced Telemarketing.

Percent of goal – This is an important measurement that perhaps is less common than the other KPI's that have been covered. Some programs are very easy in determining success and failure. You might have one list and if you hit a certain SPH you were successful. Some campaigns might have many different lists, with each having different criteria and goals. The below chart shows an example of outbound marketing campaign lists that have a revenue per hour goal as low and $35 per hour and as high as $170 per hour. There are also 14 different lists that were ran on this day, again all with different goals. That can make it difficult to determine if you are really successful on a given day, especially at a quick glance. On this given day, you can see that some lists were over goal and some weren't, but I can easily see that the expected revenue for the day was $12,375, and that number was exceeded with almost $15,000 for 120% of goal.

Click here to view Spreadsheet

Pledge – This is a type of sale, common with associations by their members.

Predictive Dialing – A type of dialing system that uses algorithms to determine how many calls need to be dialed to keep an outbound marketing agent team busy a high percentage of an hour. The system automatically places calls and when a live voice answer is detected, the call is immediately connected to an agent. This type of system can be set to automatically screen out answering machines, busy signals, etc. to increase agent productivity.

Preview Dialing – A method of dialing that is an alternative to predictive dialing. Typically this method requires the agent to click a button to dial the record but also gives them an opportunity to view the record before making the dial.

Prospect – This is a potentially interested customer that has yet to buy.

Quality Assurance – This is the staff/department and practice of listening to calls with the goal to identify what strategies are working and what is not. Learn more about using the right tool to increase the quality of your outbound marketing calls.

Renewal – This is a type of sale from an existing customer or member. Many times relates to subscription based products or services. Read about how to maximize your membership renewals with outbound marketing.

Revenue per hour (RPH) – Revenue divided by hours

Return on Investment (ROI) – Sales revenue generated by the campaign divided by the cost of the campaign. That is the basic definition, but you should read more about how to measure ROI for Telemarketing Services.

Sales per hour – Sales divided by hours

Script – This is both the actual words and also logic that is to be followed by an agent when talking to a contact to help guide them through the call.

Script Adherence – This is the practice of a calling agent delivering their presentation exactly how the script is written for them. Outbound Marketing campaigns are different, some require agents to follow a script verbatim, and for others it is a guide and the agents are encouraged to make the messaging their own.

Talk Time – The amount of time from the greeting to the point that the call is disconnected.

Telemarketing Services – This is a broad term used to describe any service that uses a calling agent to place outbound marketing calls or receive calls to or from potential or existing customers. Learn more about the many types of telemarketing services.

Training – This is the education of the telemarketing staff on how to properly conduct calls for a given campaign. It is sometimes the most overlooked piece of successful outbound marketing. Learn how ongoing training is crucial for all telemarketing sales programs.

Unworkables / Unworkable % – A record is unworkable when you are unable to have a chance at a contact. Examples include wrong numbers, disconnected numbers, language barriers, etc. The unworkable percentage is the number of unworkable numbers divided by finalized records.

Virtual Call Center – This is a call center that does not have a traditional brick and mortar building in which callers are doing business. Instead, the call center consists of virtual agents working from their home, and continues to be a growing trend in the industry. Learn some tips for motivating a virtual workforce.

Wrap Time – The time required by an agent after a conversation is over, to complete work that is required for the call that was just completed. Examples might include sending an email to the customer, noting an account, etc.

Nathan Teahon is the Vice President at Quality Contact Solutions, a leading outsourced telemarketing services organization. As a highly competitive person, Nathan brings his “A” game to work every day, ensuring that each of his clients wins on a daily basis. Nathan carefully balances the operations resources and client goals to ensure his clients receive the highest possible results at the lowest cost. Nathan is a true, born and bred telemarketer. He grew up in the business and intimately knows (and has played) every position on the field, including supervisor, quality assurance, call center manager, program management, account management, and call center psychologist. Nathan can be reached at or 516-656-5133.


Upcoming Events

View All