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Outbound Calling, the ugly duckling of call centers or the key to goose your center revenues? By John Cockerill and Colin Taylor We all know the pressures these days to add revenue, become a profit center versus a cost center in the world of call and contact centers. While there is much talk, noise [...] Prerecorded Telemarketing Calls Now Need Written Permission Prerecorded commercial telemarketing calls to consumers are now prohibited by the Federal Trade Commission, unless the marketer has obtained written permission from targets wishing to receive such calls. DM News Outbound, Outsourcing and the new world order With the introduction of the Do Not Call (DNC) list most people both within the call and contact centre industry and those outside of it, assumed that this would be the death knell for outbound calling. The DNC eliminated huge volumes of people who you couldn’t phone and [...] Revenue Model- Profit from Pain One of the biggest challenges facing contact centers today is supporting Managements’ goal to shift the contact center from a cost center to a profit center. This can often be akin to pushing water uphill for Center managers who are under resourced and lack an understanding of the [...] In much of the literature and industry newsletters focuses on the inbound portion of the call center trade. TRG was recently asked to provide help to someone who was asked to prepare and execute an outbound campaign. Not having done an outbound campaign before he looked for support and advice and found very little. This [...] |
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Call Center Consultants - Contact Center Consultants |
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