Teleservices

Course Name Type Register
Teleservices On-Demand     Register    

 

Overview

A key element of the direct marketing mix is the one to one contact brands can have with their consumers through voice to voice or telephone contact. This 90-minute module takes participants on a journey to launching or improving on a teleservices program touching on: types of programs, operating models – in house vs out source, scripting, motivation, KPIs and more.

Key Takeaways:

  • Learn the types of teleservices programs
  • Understand how to assess your requirements
  • Choose an operating model: in-house vs. outsource
  • Assess the success of your program with metrics and KPIs
  • Understand teleservices secret sauce: People, Management, Technology and Regulatory/ Compliance

Duration
Approximately 90 minutes - self paced

download-outline
 
 
 
Introduction and Overview of Key Concepts

  • Types of teleservices programs
  • How to assess the requirements
  • Choosing an operating model: inhouse vs outsource
  • Key performance indicators
  • People
  • Management
  • Technology
  • New contact center tools
  • Regulatory compliance

 
Types of Teleservices Programs

  • Lead Generation / Lead Qualification
  • Appointment Setting
  • B to B Sales
  • B to C Sales
  • Political
  • Market Research/Surveys
  • Information Blitz
  • Inbound Customer Service
  • Inbound Technical Support
  • Inbound Sales

 
How to Assess Requirements

  • Forecasting
  • Staffing
  • Technology
  • Worthwhile work

 
Choosing an Operating Model: In-house vs Outsource

  • Key considerations
    • Cost
    • Culture
    • Complexity
    • Integration with other departments or teams
  • Creating or evaluating an existing inhouse cost model
    • People
    • Computers and Technology
    • Telecommunications
    • Overhead and administrative
    • Rent
  • Outsource pricing options
    • Hourly
    • Hourly plus commission/incentives
    • Pay for performance
    • Per minute (typically inbound)
  • Staffing options
    • Shared
    • Dedicated
    • Blended
    • Overflow
  • When is 24x7 staffing required?

 
Teleservices Key Performance Indicators (KPIs)

  • Contact Conversion
  • List Conversion
  • Sales per hour
  • Revenue per hour
  • Contacts per hour
  • Dials per hour
  • Finalized per hour
  • List Penetration
  • Hours
  • Wrap Time
  • Talk Time
  • Handle Time
  • Average order size
  • Percent of Goal
  • Discount Percentage
  • Unworkables / Unworkable %
  • Abandon Percentage
  • Average Speed of Answer
  • Time utilization
  • Hold Time
  • Queue Time

 
People

  • Hiring
  • Motivation
  • Compensation
  • Incentives / Spiffs / Commission Plans
  • Gamification
  • Employee Engagement
  • Profile Assessments

 
Management

  • Sample management hierarchy
    • Sample org chart for a 200 person teleservices call center
    • Sample org chart for a 100 person teleservices call center
    • Sample org chart for a 10 person teleservices call center
  • Management Roles for a 200 person teleservices call center
    • Teleservices Director
    • Manager(s)
      • Hiring and employee on-boarding
      • Programs
      • Training
      • Quality Assurance
      • Technology
      • CRM
      • Forecasting and Workforce Management
    • Supervisor(s)
    • Team Leads
    • Teleservices Representatives
  • Key Responsibilities of Supervisors
    • Call monitoring
    • Team leadership
    • Goal setting
    • Communication
    • Motivating
  • Key Responsibilities of Quality Assurance
    • Call monitoring
    • Communication
    • Process improvement recommendations
  • Performance improvement
    • Defined action plans
    • Key Performance Indicators
    • The “desire factor”
    • Employee engagement
  • Management incentives
  • Wildly Important Goals (WIGs)

 
Technology

  • Dialing Technology
  • Monitoring Capabilities / Remote Monitoring Capabilities
  • QA Tracking
  • API’s
  • Screen Share technology – for monitoring reps, but also as a management tool
  • Email, Instant Messenger, Chat
  • Caller ID
  • Inbound ACD / IVR technology

 
New “Contact Center” Tools

  • Email (both as a service, and as a sales tool)
  • Chat
  • Speech Analytics
  • At-Home Agents

 
Regulatory Compliance

  • Federal Regulations
    • FCC’s Telephone Consumer Protection Act
      • Who must comply?
        • Exemptions
      • What are the key components?
        • Written policy
        • Training requirements
        • Company-specific Do Not Call (DNC)
        • National DNC list
        • Solicitation disclosures
        • Calling time restrictions
        • Caller ID requirements
        • Auto dialer rules
        • Pre-recorded message rules
        • Calls to wireless phone numbers
        • Text messages to wireless phone numbers
        • Fax rules
      • Penalties for violations
    • FTC’s Telemarketing Sales Rule
      • Who must comply?
        • Exemptions
      • What are the key components?
        • National Do Not Call (DNC) list
        • DNC Safe Harbor
        • Calling time restrictions
        • Solicitation disclosures
        • Auto dialer rules
        • Predictive dialer rules
        • Calls to wireless phone numbers
        • Text messages to wireless phone numbers
        • Fax rules
      • Penalties for violations
    • Truth in Caller ID Act
      • Specific requirements
  • State Regulations
    • Telemarketer Registration and Bonding
    • State-specific Do Not Call
    • Permissible Calling Times
    • No Rebuttal
    • Permission to Continue
    • Calls to wireless phone numbers
    • Calls using automated dialing technology
    • Pre-recorded messages
Instructor Bio
angela garfinkelAngela Garfinkel

Angela Garfinkel is the founder of Quality Contact Solutions. In addition to 20+ years of industry experience, Angela’s credentials include a B.S. in Telecommunications Management with an emphasis in Telemarketing Management and an MBA from the University of Nebraska. Angela Garfinkel is the President and Founder of Quality Contact Solutions and QCS At Home.

Angela’s call center experience spans more than 20 years on both the call center vendor and client sides of the business. As an industry leader, Angela has been deeply involved with PACE as one of the founding members of the PACE Midwest Chapter. She is recognized as one of the leading operations and performance management experts in the call center industry. She frequently speaks and writes about how to improve call center performance and how to ensure regulatory compliance. Angela has a B.S. in Telecommunications Management, an MBA and is certified as an ATA-Self Regulatory Organization auditor.

nathan teahonNathan Teahon

Nathan Teahon is the Director of Operations for Quality Contact Solutions. As Director of Operations, Nathan is responsible for managing client programs, managing the company’s subcontract vendors, and for overseeing the QCS At Home management team. Nathan also works hands-on with clients to identify action plans to improve performance and ultimately increase return on investment for each call center dollar spent. Prior to his employment with Quality Contact Solutions, Nathan worked for a Top 50 Call Center company based in the Midwest. Nathan’s experience has run the gamut with stints as Supervisor, Quality Assurance, Program Management, Account Management, and also as a Call Center Manager. His diversity of call center experience lends itself well to support a wide variety of clients and their unique requirements.

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Price
Member – $189
Non-member – $219

 
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