Category: Client Relationships

  4. Is the company compliant with laws and regulations? This includes FTC and FCC regulations, as well as local and state laws. The American Teleservices Association (ATA) has an industry, peer review standard, called the Self-Regulating Organization (SRO), that helps demonstrate such compliance.  For health related issues there are Health Insurance Portability and Accountability Act (HIPAA) requirements as well. Having

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but

Posted by: Greg Alcorn, February 17, 2012

6 Degrees of Kevin Bacon

Everybody is connected to the actor, Kevin Bacon. You may be familiar with the “six degrees of separation” theory that says it takes just six personal associations to reach anyone in the United States. For example, I know someone, who knows someone I don’t know, who knows someone else, who knows someone, who knows Kevin

call center technology
Posted by: Greg Alcorn, February 2, 2012

Complaints are an Opportunity

A rose by any other name is still a rose. A complaint, however, by another name can be an opportunity. Complaints come in many forms. Forms such as valid, invalid, minor, major, resolvable, irresolvable, an excuse, avoidance, a lie, a response to an untruth or exaggeration or just a cry for help. Complaints are often

Posted by: Frank Camp, January 6, 2012

The 3 Biggest Mistakes in Membership Marketing

Are you in charge of fundraising for your non-profit organization?  Do you have a comprehensive outreach marketing plan in place or are you looking to start such a program.  Before you do so, read about the 3 Biggest Mistakes made in Membership Marketing. Not being relevant ~ What’s one of the worst things about marketing?

Posted by: Greg Alcorn, December 23, 2011

Ally is Right up my Alley

Have you seen the new commercials from Ally Bank. It  is right up my alley. I believe the best customer service is when common sense is the common ground.  The challenge in the outsourcing world is balancing structure with personality.  You can tell when scripting and compliance trump friendly service. When defining delivery of your

Posted by: Frank Camp, March 23, 2011

Engaging Customers

  According to Michael LeBoeuf, Ph.D., author of  How to Win Customers and Keep them for Life, 68% of customers are lost due to indifference. Indifferent customers are a result of pure neglect. He goes on to say the that the biggest secret in business is that success is not determined by dollars, facts or

call center technology

I found myself challenged with the topic for the blog given everything I experienced last week. Even with the typical trials of traveling, from cancelled flights, locked keys in rental car and treacherous driving conditions,( not to mention my laptop taking a roundtrip vacation to NJ for the weekend,) I landed on what I feel