Category Archives: Articles

Caught in the Cross-Fire: Contact Rates Continue to Decline

By Dean Garfinkel, President

Local caller IDRecent initiatives launched by the FCC, intended to combat robo-calls, are accidentally blocking legitimate calls from companies innocently trying to reach their customers.

“Clients have seen a 30% drop since last summer on outbound campaigns.”– Dean Garfinkel, Quality Voice & Data, Inc., President

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Caller ID Management for Dummies

By Nathan Teahon, Vice President at Quality Contact Solutions

Caller ID Management isn’t that difficult. Or, rather, it doesn’t have to be. Like most things, it comes down to knowing what you don’t know, having a good strategy, and executing on that strategy. The aim of this article is to lay out simply the main topics that you need to be aware of in order to have a good caller id management strategy, and to point you in the right direction on understanding those topics thoroughly. Continue reading

Text Messaging for Contact Centers and Call Centers: The New Frontier

By Dean Garfinkel, President

If you haven’t heard about it already, you will soon.

Texting Tool for Call CentersIt’s the next big thing in the world of contact centers and when it comes to customer service today, it’s really the only thing standing between ‘good’ and ‘great’.

It’s called conversational text messaging built for the contact center; and fortunately for you, we’ve already outlined everything you need to know.

“Text messaging for contact centers and call centers makes it possible:
you can meet business objectives [increased volume],
while also catering to customer needs [of immediacy].” Continue reading

PACE recognizes Dean Garfinkel at National Convention and Expo 2018

Dean Garfinkel recognized as Treasurer of the PACE Board of Directors

Dean Garfinkel, PACE National Board of Directors member, Treasurer and Executive Committee member, and other board members were recognized for their service during the PACE National Convention and Expo (ACX’18). The 2018 PACE National Board of Directors includes chair Lori Fentem (Synergy Solutions), Vice Chair Ken Sponsler (CompliancePoint), Secretary Mark Boehmer (Ameritas Group), Andy Balthaser (Alorica), James Danz (Wyndham Resorts), Sam Falletta (Incept Corp.), Stephen Ferber (Golden Gate BPO), Joe Galvin (Comcast), Christa Heibel (CH Consulting Group), Mandy Horton (Careington International Corporation), Bob Kobek (CustomerCount), Karl Koster (Noble Systems), Harvey Livingston (AT&T), Rob Marshall (VoiceTeam), John Nelson (Bank of America), Michael Thompson (TPG TeleManagement) and Michele Shuster, General Counsel, (Mac Murray & Shuster, LLP).

Dean has been on the PACE National Board for 15 years, serving for 4 years as Treasurer. Dean is a frequently-sought after thought leader on all telecom and compliance issues relevant to the call center and telemarketing industry. To reach Dean, email him at [email protected].

No Caller ID Name or Wrong Name is Bad

By Angela Garfinkel

No Caller ID is like a blank Business-CardYou would never consider handing out a business card with only your phone number and no name on it. You also would never hand out a business card with the wrong name on it. So why do you allow your outbound telemarketing calls to be placed without ensuring that the Caller ID Name is also being populated (and populated correctly)?

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Is Your Dialer Displaying a Local Caller ID Number?

Local Caller ID decreases blocked callsThis is a guest post by Nathan Teahon, Vice President of Quality Contact Solutions (QCS). Nathan and his team of outbound telemarketing managers run thousands of outbound telemarketing hours on a daily basis, both B2B and B2C. No one understands outbound telemarketing and how to get the best results better than Nathan.

Do you know what caller id number your dialer is displaying for each of your telemarketing campaigns? Are you confident that you have the appropriate Local Caller ID Numbers in place that will allow you to get a 30% increase in answer rates? The answer might be yes, and if so that is great. Continue reading

Easy Caller ID Management for Insurance Companies

By Kelsey Olsen, Director of Enhanced Telecom Services

Caller ID Management Happy customer on telephoneOne thing that fascinates me is the different business verticals that can benefit from using local caller ID numbers. When QVD started providing local caller ID numbers, we were primarily focused on providing contact centers with local numbers to use for large outbound telemarketing campaigns. Since that time we have expanded the use of local caller ID numbers to many business types, including insurance companies.

I receive many phone calls from independent insurance agents that want to learn more about Caller ID management. They are searching for a way to increase their answer rate when calling current customers and prospects. Continue reading

How to Choose a Local Caller ID Strategy

By Angela Garfinkel, President

Truth: Using a local phone number for outbound Caller ID does increase your outbound telemarketing answer rates. In fact, just this week, a major telecom carrier just told us that when one of their vendors began using local Caller ID phone numbers from Quality Voice & Data, their sales per hour (SPH) increased by 30%! They attribute that increase to a major increase in the number of customers that answer the phone when called. Continue reading

Our Local Caller ID Helps Ensure Compliance

Local Caller ID, Compliance and  policy words on a computer screenBy Rich Hamilton, Director of Marketing & Product Development

Outbound Telemarketing is not for the feint of heart. There are so many aspects to consider when setting up a campaign, from script creation to dialer setup and configuration. The most complex and arguably the most important piece is compliance with telemarketing laws and regulations.

There are a myriad of state and federal regulations that address Caller ID with regard to outbound telemarketing calls. The rules fall into 3 primary buckets. Continue reading

Using Local Caller ID Increases List Penetration Rates

Note from the QVD team: This is a guest post by Nathan Teahon, Vice President of Quality Contact Solutions (QCS). Nathan and his team of outbound telemarketing managers run thousands of outbound telemarketing hours on a daily basis, both B2B and B2C. No one understands outbound telemarketing and how to get the best results than Nathan.

Local Caller ID increases productivityThere is nothing more frustrating than when you have an outbound telemarketing campaign rolling along with strong performance, and then have it drop like a rock halfway through the list. It’s a helpless feeling to see your team of agents doing everything in their power to be successful and due to circumstances out of their control they can’t get anyone on the phone to talk to. Seeing the dialer going through the dreaded Spin Cycle, churning through the list and failing to find contacts makes call center managers sick to their stomachs. Also, lead lists are valuable and despite what many think, there isn’t typically an unending supply of appropriate prospects to call. How nice would it be to get your lists another 15-20% penetrated before you started to see diminishing contacts per hour?

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