JUNE 2008 VOLUME 16, NUMBER 5 PLUS… THE PROS AND CONS OF HOSTED SERVICES ALL NAMES ARE NOT THE SAME GETTING QUALITY RIGHT BROKERS Marketing AGENT OUTSOURCING AGENT OUTSOURCING Mergers BILLING Telephone& Acquisitions EQUIPMENT SOFTWARE BILLING SOFTWARE EQUIPMENT AS PROFESSIONAL Directory We offer Answering Service brokering and Private Business hosting. We also sell Call Centers & Voice Mail Companies. Current ASSOCIATIONS listings available on our web site. Steve Michaels - TAS Marketing BILLING SOFTWARE AS T AGENT OUTSOURCING 800-369-6126 406-827-4131 • Fax: 406-827-4554 EQUIPMENT BROKERS BROKERS firstname.lastname@example.org www.tasmarketing.com Marketing 12 Academy Avenue Mergers & Acquisitions Mergers & Acquisitions www.weikertonline.com Atkinson, NH 03811, USA BUSINESS BROKERS We offer Telephone Answering Service brokering We offer Telephone Answering Service brokering 203-371-6423 and Private Business hosting. We also sell Call and Private Business hosting. We also sell Call Charlene Glorieux Centers & Voice Mail Companies. Current Centers & Voice Mail Companies. Current 866-896-ATSI ASSOCIATIONS ASSOCIATIONS listings available on our web site. listings available on our web site. BROKERSMichaels --TAS Marketing www.atsi.org Steve Michaels TAS Marketing Steve AFFORDABLE TAS EQUIPMENT Marketing TASECO Mergers & Acquisitions 800-369-6126 Shatz and Associates 1-888-731-7002 FOR ANY SIZE SERVICE T T 800-369-6126 AS Atlantic StatesTelephone CONSULTING•Fax: 406-827-4554 406-827-4131 offer Telephone • Fax: 406-827-4554 We 406-827-4131Answering Service brokering and Privatetas@tasmarketing.com sell Call Business hosting. We also email@example.com LEASING AVAILABLE AnsweringAssociation and consulting. Telephone answering service brokeringweb site. & Voice Mail Companies. Centerswww.tasmarketing.comCurrent www.tasmarketing.com Supervisor Training, ASSOCIATIONS Fall Dir. 2007 Steve Michaelssell your business 4%-5% commisions to - TAS Marketing Academy Avenue 12 Academy Avenue listings available on our www.weikertonline.com 12 Dan L’Heureux /Exec www.weikertonline.com 29 years of telephone answering experience Startel National Users Group, Inc. Atkinson, NH 03811, USA 800-718-1712 03811, USA Atkinson, NHwww.astaa.org BUSINESS BROKERS BUSINESS BROKERS 203-371-6423 203-371-6423 800-369-6126 888-527-2224 Charlene Glorieux Charlene Glorieux 406-827-4131 • Fax: 406-827-4554 www.taseco.com Learn how Certification can demonstrate your Value in real $$. 866-896-ATSI 866-896-ATSI firstname.lastname@example.org L’Heureux Exec Director 800-317-8529 Dan12 Academy Avenue www.atsi.org www.atsi.org EQUIPMENT www.tasmarketing.com AFFORDABLE TAS EQUIPMENT AFFORDABLE TAS EQUIPMENT www.TeamSNUG.com TASECO and Associates 1-888-731-7002 Shatz and Associates 1-888-731-7002 FOR ANY SIZE SERVICE FOR ANY RECRUITERS EXECUTIVESIZESERVICE Shatzwww.weikertonline.com Atkinson, NH 03811, USA Atlantic StatesTelephone Atlantic StatesTelephone Atlantic States Telephone CONSULTING CONSULTINGBROKERS BUSINESS 203-371-6423 PREMIER EXECUTIVE SEARCH SPECIALISTS LEASING AVAILABLE AnsweringAssociation Answering Association Charlene GlorieuxAnsweringAssociation LEASING AVAILABLE Telephone answering service brokering and consulting. Telephone answering service brokering and consulting. • Search consultants to most of the top ten service Supervisor Training,Meeting - other grow. TAS Owners & Supervisors helping each Oak Brook IL 866-896-ATSI2007 Annual Fall Supervisor Training,Fall 2007 4%-5% commisions to sell your business agencies in the US and over 50 of the Fortune 500 4%-5% commisions to sell your business /Exec Dir. Dan L’Heureux/Exec 22-24, Dan L’Heureux/ExecDir. Dan L’Heureux October Dir. 2007 companies. Small companies, too. 29 years of telephone answering experience 29 years of telephone answering experience www.atsi.org TAS 25,000 AFFORDABLE using a EQUIPMENT Startel National Users Group, Inc. CONSULTING Services AssociationUsers Group, Inc. Startel NationalNational Users Group Lakes Great 800-718-1712 •www.astaa.org Director 800-718-1712 www.astaa.org www.astaa.org • All custom searches 800-718-1712 Dan L'Heureux Exec 888-527-2224 resumé file TASECO 888-527-2224 Shatz and Associates EQUIPMENT 1-888-731-7002 12 Academy Avenue Telemessaging 888-712-9396 plus FOR ANY SIZE SERVICE extensive proactive calling. Atkinson, NH 03811, USA Startel Atlantic StatesTelephone www.taseco.com www.taseco.com • Dedicated telesales/customer service searches Learn how Charlene Glorieux in real $$. Certification can demonstrateyour Value your Value your $$ Learn how Certification can demonstrate in realValuein real $$. www.gltsa.org Dan Association 800-317-8529 Dan L’Heureux Exec Director800-317-8529 since 1981—the first and the best! Dan L’Heureux Exec DirectorExec AnsweringAssociation LEASING AVAILABLE Learn how Certification can demonstrate EQUIPMENT Telephone answering service brokering and consulting. www.TeamSNUG.com www.TeamSNUG.com Supervisor Training, Fall 2007 R.L. Bencin & Associates 4%-5% commisions to sell your business 866-896-ATSI Director Southern Telemessaging Dan L’Heureux L’Heureux /Exec Dir. RECRUITERS EXECUTIVE email@example.com 440-526-6726 RECRUITERS EXECUTIVE• TAS EQUIPMENT 29 years Voice of telephone answering experience AFFORDABLE Startel National Users Group, Inc. www.atsi.org 888-712-9396 www.TeamSNUG.com 800-718-1712 www.astaa.org www.RLBencin.com EXECUTIVE SEARCH SPECIALISTS PREMIER EXECUTIVE SEARCH SPECIALISTS PREMIER 888-527-2224 TASECO Logging Recorders EXECUTIVESIZEof the top ten service Search consultants to RECRUITERS We are MORE than just a cruise, we TRAIN! FOR ANY most SERVICE Dan L'Heureux Exec Director NOT JUST ONE SOLUTION •• Search consultants to most of the top ten service HOSTED SYSTEMS www.taseco.com Fortune 500 Certification can demonstrate your Value in real $$. Learn howLakes Meeting Oak 800-475-0857 •AnnualMeeting --Oak Brook IL AnnualDan L’Heureux Brook IL www.sta-assoc.org agencies in the US and over 50 of the agencies in the US and over 50 of the Fortune 500 Dan L’Heureux Director 800-317-8529 Telemessaging ExecOctober 20-22, 2008 Recording, Monitoring, Bridges LEASING AVAILABLE companies. Small companies, too. OctoberDirector2007 Exec 22-24, EQUIPMENT companies. Small companies, too. October22-24, 2007 Brandywine Marketing Great Hosted Systems Broker www.TeamSNUG.com Great Lakes SALES & MARKETING www.vlrcommunications.com 800-369-8273 All custom searches using a 25,000 resumé file •• All custom searches using a 25,000 resumé file Dan L'Heureux Exec Director AS Dan L'Heureux Exec Director Telemessaging States Telemessaging Assoc. Western 888-712-9396 EXECUTIVE RECRUITERS plus extensive proactive calling. Receive the for a variety plus extensive proactive calling. the large, We specialize in recruiting benefits ofof roles in the call Services AssociationMeeting Sept 23-25 Fall 888-712-9396 Services Association www.gltsa.org 888-712-9396 www.gltsa.org www.gltsa.org Parker – Palm Springs Dan L'Heureux Exec Director Technology expensive systems service the costs. Dedicated telesales/customer withoutsearches •• Dedicated EXECUTIVE to identify the right candidate PREMIER telesales/customer service searches center industry. 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Telemessaging CEO is theExec Director We are MORE than just Cadcom Equipment Owners Great Lakes • All custom searches using ain the call resumé file AS T www.RLBencin.com www.RLBencin.com We are MORE than just aL'Heureuxwe TRAIN! Dan a cruise, we TRAIN! cruise, Exec Director Voice Logging Recorders Voice Logging Recorders Dan L'Heureux established in 1993. Association Dan L'Heureux Exec Director The group is Chuck Boyce 866-656-6100 www.tasmarketing.com or call Our programs, rates and services are unmatched. plus extensive proactive calling. comprised of OnviSource (formerly 800-475-0857 •• www.sta-assoc.org Cadcom) 888-712-9396 NOT JUST ONE SOLUTION Services Associationwww.sta-assoc.org NOT JUST ONE SOLUTION (800) careers@CallCenterWorkforce.com 800-946-2693 •369-6126 & service • Dedicated telesales/customer ask for searches HOSTED SYSTEMS www.brandywinetechnology.com HOSTED SYSTEMS Equipment Owners. Contact us at: 800-475-0857 www.gltsa.org PREMIER www.CallCenterWorkforce.com Recording, Monitoring, Bridges Recording, Monitoring, Bridges EXECUTIVE SEARCH since 1981—the first and the best!SPECIALISTS Steve Michaels. CEO Coordinator’s Office, 703-370-9610 or • Search consultants to most of the top ten service Marketing Hosted Systems of the Fortune 500 Hosted Systems Broker Southernsite www.ceowners.comAssoc. our web WesternatStates Telemessaging Assoc. agencies in the US and over 50 Broker www.vlrcommunications.com 800-369-8273 www.vlrcommunications.com 800-369-8273 R.L. Bencin & Associates Telemessaging Western States Telemessaging Assoc. Western States Telemessaging EQUIPMENT 440-526-6726 • benefits too.the large, Receive the benefits of the large, Receive companies, of companies. 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Record/PlayTek, Inc. on 866-668-6694 equipment such as Infinity or https://atsi.haysaffinity.com, https://atsi.haysaffinity.com, www.PinUsersGroup.com www.PinUsersGroup.com www.recordplaytek.com www.recordplaytek.com INSURANCE or call 888-303-4297. or call 888-303-4297. CMC. See our banner on www.tasmarketing.com or call Connections Magazine • www.connectionsmagazine.comVoice Logging Recorders PIN USERS GROUP JUNE Omissions ATSI Errors and2008 • 3 SupportingPINNACLEandPIUSERS (800) 369-6126 & ask for Insurance Program Easily records ALL conversations—just click and play TechnicalTrainingManchester–Sept 27&28 Steve Michaels. just an insurance policy! Its more than 574-848-5233 For more information DanL’Heureux–ExecDir-763-473-0210 www.PinUsersGroup.com Record/PlayTek, Inc. https://atsi.haysaffinity.com, Contents 6/2008 Cover Story A Disaster Recovery Solution .....................14 By Bill Curtin IV Departments Today’s call center clients expect more Professional Directory....................3 from their service providers than ever before. They often insist on a viable From the Publisher .........................7 disaster recovery plan; their calls must “The “Do-Not-Mail” Threat” be answered in an emergency. The first step towards disaster recovery is disaster Industry News ................................9 preparedness. The three most important resources for a call center to include in ATSI Update.................................34 Why You Should Serve on a Board their plan are telecommunications, data, and staff. A good disaster recovery plan Advertiser Listing ........................35 must address all three. Mind Your Business .....................35 “Q and A with Steve Michaels” Classifieds/Marketplace ...............36 Coming Events.............................38 4 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine Features 22 All Names Are Not the Same ........................19 Understand What Customers Are By Mary Conway Saying Regardless of Language ...................27 Effective database modeling can predict By Cliff LaCoursiere better performing names (that is, consumers Learn how speech analytics can be with a greater propensity to buy) through employed to improve customer satisfaction list analysis, modeling, and prioritization. in multilingual contact centers. Without this, the result can be hours of nonproductive calling to consumers who Writing the Perfect have little likelihood of buying. Outbound Script............................................30 By Matt Harless Canadian Call Center Listing ......................21 By implementing four simple steps, you can create the perfect script and The Pros and Cons of Hosted Services ........22 improve your outbound results. By Wayne Scaggs Hosted services incorporate software ATA 2008 Washington Summit ...................32 running on local PCs which are connected By Peter DeHaan 19 to a host system using the Internet. Wayne Scaggs shares a discussion he recently had with Cathi Farber about this growing trend. Getting Quality Right – Part 3: Motivation and Judgment ............................25 By Cliff Hurst If you missed the ATA 2008 Washington Summit, you missed a lot. See our overview and photo coverage for this annual event. As important as they are, call center statistics play only a part in the quality assurance program. Installment three of the series, “Getting Quality Right” focuses on agent motivation and the role judgment plays in performance evaluations. 27 MyArticleArchive.com Whitepapers Read more articles online at: www.MyArticleArchive.com/cm • Why Change Is So Hard – And What Leaders Can Do About It, Find more information online: by Gary Bradt www.connectionsmagazine.com/papers • The Real Reasons Employees Leave and How to Keep the Best, • State of Customer Service Study, by Jim Welch presented by eGain • It’s Not What You Make That Counts – It’s What You Keep! by Patrick Astre • The Benefits of Contact Center • Internationalize Your Business: Work with Clients Without Leaving Quality and Performance the U.S., by Colleen A. Rickenbacher Management Technologies, • Common Sales Objections and How to Handle Them, by Alen Majer presented by VPI • More Myths About Multicultural Customers, by Michael Soon Lee Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 5 Connections from the June 2008 Publisher/Editor MAGAZINE Volume 16, Issue 5 Peter DeHaan Publisher Phone .................................................866-668-6695 E-Mail.................firstname.lastname@example.org Fax .....................................................866-668-6693 Display/Classified Advertising ...............Valerie Port Phone .................................................866-668-6694 The “Do-Not-Mail” E-Mail..............email@example.com Fax .....................................................866-668-6698 Threat Designer/Production.......................David Margolis Peter DeHaan, Ph.D. Phone .................................................866-668-6696 E-Mail .................firstname.lastname@example.org Fax .....................................................215-369-0144 48955 Hickory Lane • Mattawan, MI 49071 ive years ago, the call center industry was confronted head on with the www.connectionsmagazine.com e-mail email@example.com Upcoming Insertion Deadlines: Article/PR Space Issue Deadline Deadline Featuring F DNC (Do-Not-Call) legislation. As millions signed up (www.donotcall.gov) to block most telemarketing calls to their home, the pool of prospect numbers shrank dramatically. Since then, the face of outbound calling in the United States has been unalterably changed. In the Jul/Aug June 13 June 20 Scripted Call-Processing Software; ATSI Convention Coverage intervening years, many outbound centers switched from calling consumers to Sept July 18 July 25 Call Center Workforce Management calling businesses. Others exchanged outbound work for inbound, or at least Software; Offshore Teleservice added inbound into their service mix. Many call centers scaled back as Agency Listing Oct Aug 22 Aug 29 Remote Agents; Distributed demand and efficacy plummeted, while a few closed their doors. Some out- Call Centers; Message Taking bound call centers fine-tuned their niche or redefined their business, allowing System Software them to remain viable; only a few thrived. Mission: Today, DNC registration has surged past the 100 million mark, with To be the principal clearing house of relevant and practical information more residences now on the list than not. The latest development is that for the teleservices industry. phone numbers on the registry have been made permanent, not expiring after Distribution: five years as originally planned. All this adds up to some grave challenges Connections Magazine is distributed monthly (with combined Jan/Feb and Jul/Aug issues) to the TeleServices industry, including for the outbound call center industry. outsource call centers, telephone answering services, in-house call Throughout all this, the inbound side of the industry breathed a sigh of centers, and industry professionals who actively buy and sell products relief. “At least inbound is safe,” many a call center manager or owner and provide service to this industry. The distribution list is continuously monitored and updated via the Connections Website thought. The only tangible change was that some of the formerly outbound- (www.ConnectionsMagazine.com), industry sources, reader requests, only call centers were now their competitors, bidding against them on RFPs and the change of address service from the U.S. Postal Service. (Request for Proposals) for inbound campaigns. POSTMASTER: Send address changes to Connections Magazine, Given the immense popular support of the DNC legislation, politicians – 44895 Hickory Ln, Mattawan, MI 49071. seeing an opportunity to win votes and generate good PR – began introducing all Subscriptions: sorts of bills to further regulate and restrict the manner and mode in which call Connections Magazine is an advertiser supported magazine. It is sent free to individuals and companies in the outsourcing and teleservices centers operate, for both outbound calling and inbound response. These industry. Subscribe at www.connectionsmagazine.com/subs/. proposed bills stand as future industry threats, but they are not the biggest or the Affiliation: most ominous. That designation may be reserved for “Do-Not-Mail” legislation. Connections Magazine is pleased to serve as the official magazine of According to Jerry Cerasale, SVP of Government Affairs for the Direct ATSI (www.atsi.org), the Association of Teleservices International Marketing Association (DMA), there are currently Do-Not-Mail bills pending Notice: in eleven states: Hawaii (both in the house and senate), Illinois, Maryland, Advertisers and their agents assume all liability for content, including text, Michigan, New Hampshire, New York, North Carolina, Rhode Island, representation, and illustration of any advertisement included in this Tennessee, Vermont, and Washington. Soon, enough states will have joined magazine as well as for any claims made against the publisher arising therefrom. The publisher reserves the right to reject any advertising that is this initiative that a tipping point will occur, prompting action at the federal not in keeping with the standards of the magazine and to add the word level. (Federal action is not all bad, as it will help usher in a single set of reg- “advertisement” to any ad herein. The publisher makes no claims regarding ulations with which to comply, hopefully replacing a patchwork of differing the legality or condition of any goods or services advertised in this magazine. Opinions expressed in this magazine are those of the authors and diverging state requirements.) and not necessarily those of Connections Magazine or any of its agents. “What does Do-Not-Mail have to do with call centers?” you might be The information contained herein is for informational purposes only and is asking. Plenty, it turns out. Direct mail, the specific marketing vehicle that not intended to provide legal, medical, tax, or any other professional advice or counsel. would be limited or squelched by the Do-Not-Mail bills, is a huge driver of (Continued on page 8) Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 7 from the Publisher (Continued from page 7) calls to call centers – inbound call centers, the ones who post offices are open, closing smaller, less used offices, thought they were safe from onerous legislation. eliminating Saturday delivery, or only delivering mail every Every direct mail piece is designed and sent to other day. (One option is that half the routes would be accomplish a specific purpose. That purpose, or call to Monday, Wednesday, and Friday and the rest would be action, is for the recipient to do something. This might Tuesday, Thursday, and Saturday. Another option would include mailing a response, faxing a form, visiting a Web site, simply be to pick up and deliver mail every other day, or placing a call. Making a phone call is the most commonly Monday through Friday.) selected, easiest, and quickest option. That phone call might This is not a far-fetched scenario. Since about one third be to place an order, add a service, make a payment, take a of all mail is direct mail, as Do-Not-Mail bills are implemented, survey, give a donation, ask a question, request literature, the number of households to which unsolicited mail could be subscribe to a service, schedule an appointment, solve a prob- legally sent would decrease. Imagine a national Do-Not-Mail lem, register a complaint, voice support, clarify a question, or law with the same popularity and registration level as DNC. pursue a myriad of other outcomes. Obviously, direct mail A large percentage of direct mail would cease to be sent, the prompts and inspires a great deal of telephone activity, USPS revenues would fall, and huge postage increases and/or virtually all of which ends up in a call center. dramatic service cuts would be made. Just as DNC According to the USPS 2007 Annual Report, over 74 permanently changed outbound call centers, Do-Not-Mail billion pieces of mail were sent last year. Direct mail was would forever and irrevocably affect postal service. cited by Cerasale to account for about one third of that. Even if just a small fraction of those mailings generated a call There are three possible reactions to this situation. The center communication, it is still an enormous amount. first is to do nothing, either out of apathy or denial. The Consider what would happen if those calls went away. second is to assume that Do-Not-Mail is a foregone Billions of call center contacts would be summarily eliminated. conclusion and begin forming contingency plans. The third That’s the big picture. (and recommended) option is to get involved. The DMA Now, look at the view from within your call center. (Direct Mail Association) is leading the fight – see Analyze your larger accounts to discover how they drive calls www.the-dma.org/donotmail – with the ATA (American to your center. Is direct mail part of the mix? To what Teleservices Association) playing a supportive role. extent? Imagine those calls disappearing. How would that Don’t let DNC history repeat itself with Do-Not-Mail. affect your call volumes, your economies-of-scale, and your profitability? How would you need to adjust your call center to adapt? Could you make the changes required to ensure survival? For more comments and commentary from Peter Lest you dismiss this as an overreaction to an overstated DeHaan, check out his blog, The Musings of Peter DeHaan, threat that may not occur, outbound call centers found at http://blog.peterdehaan.com. Here are some recent posts: themselves at this same point five years ago. Yes, Do-Not- Mail legislation is a huge threat to the inbound call center • XP eXtended (May 5) industry – and to your call center. • Can Self-Regulation Work? (May 1) The Do-Not-Mail bills also pose a more general danger • Travel Tidbits (April 30) to the cost-effective viability of the U.S. Postal Service • Can You Disconnect? (April 24) (USPS). The USPS management, staff, delivery schedule, • The Spin Cycle (April 22) and infrastructure all operate at a requisite level of mail • Danica Patrick Makes History (April 21) volume. The revenues generated from that mail supports the • A Disconnect Between Marketing and Technology current scale of operation and efficiency at the post office. If (April 17) revenues drop, then the operational status quo cannot be • The Problem with Healthcare (April 16) supported and maintained. The result would be either that • Save Water (April 10) prices would need to take a huge jump or services would need • Does Anybody Really Know What Time It Is? (April 3) to be drastically curtailed. This could include the hours that 8 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine 64th Annual ATSI Conference & Expo in the Texas IndustryNEWS Boardroom. All are encouraged to attend, and breakfast will be served. For more information, visit www.professionalteledata.com, or contact Karen Black at 800-344-9944 x112 or ATSI Announces Convention firstname.lastname@example.org. Expo Vendors The Association of Teleservices International (ATSI) has Startel Announces announced that the following vendors have been confirmed as Organizational Changes participating in the ATSI 64th Annual Convention & Expo: Dave Amorde has accepted the position of director of • Alston Tascom, Inc. strategic product planning. A twenty-six-year Startel veteran, • Amtelco Dave’s experience and expertise position him well to lead • Appointment-Plus planning efforts for their next-generation platform. Dave • ATSI reports to Elaine McMaster, vice president of research and • CAM-X development. • CenturiSoft Shamess Twardy has been promoted to director of field • Copia International service. Shamess has been with Startel for two years as a • Creative Voice Solutions Inc. systems engineer and has ten years of industry experience. • Global Fone Shamess will be responsible for managing the field engineers • Hays Companies and training team. In addition, Shamess will be working with • Infiniti Resource Management Sharon Takaha on implementing customer installations and • OnviSource system upgrades. Shamess reports directly to Sheryl Denny, • Professional Teledata vice president. • SNUG, Inc. Alex Wong has been promoted to quality assurance • Startel manager. Alex joined Startel in 1999 as a CSR and quickly • Szeto Technologies, Inc. moved into technical support. Alex’s Startel systems • TASBiller experience and technical expertise will serve him well in his • TasWare new capacity. Steve Abadie, quality assurance analyst, will • Telescan LLC assist Alex to ensure that products meet specifications. Alex • Vacava, Inc. also reports to Elaine McMaster. • XLScheduler For more information, call Dan Feis, Startel director of The event will be June 18-21, 2008 in St. Louis at the sales, at 800-782-7835 x714, or visit www.startelcorp.com. Hyatt Regency Union Station. For more information, visit www.atsi.org or call Amtelco Releases Pro Show 603-362-9489. Appointment Reminder Call centers can help their clients eliminate “no shows” Enjoy Breakfast with Professional with Amtelco’s Pro Show appointment reminder application. Teledata at ATSI Convention Pro Show allows call centers to offer enhanced notification Professional Teledata will host a series of solutions services that are completely automated or require minimal seminar breakfasts at the annual ATSI convention in agent involvement. In addition to appointment reminders, Pro St. Louis. “Each year, we strive to give our clients the best Show can send meeting reminders, class reminders, or any experience possible at the annual ATSI conference and expo,” type of notification needed. In addition, Pro Show can help said Pat Kalik, vice president of Professional Teledata. “This with generating mailing lists for reminder letters or postcards. year, we are once again offering solutions seminars to teach Pro Show features seamless integrations and importing our clients new ways to use their system to improve capabilities with existing appointment-taking software; it profitability.” works with other applications that can supply information in ? “Our clients have always embraced the system and the the form of a file, a database connection, XML, CVS, or HL7 additional training we provide, and it has helped a lot of our notification. Pro Show can notify appointment holders as clients to experience tremendous growth,” added Kalik. “We (Continued on page 10) are hopeful that our clients and anyone interested in learning about our system will join us at one or all of these breakfast Want to Sell seminars to see how they can use the Professional Teledata Your Business product lineup to improve profitability.” Call Steve Michaels TAS Marketing (800) 369-6126 www.tasmarketing.com The solution seminars will be held Thursday, June 19, Friday, June 20, and Saturday, June 21 at 7:30 a.m. at the Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 9 shares the landscape that inspired the Group of Seven, IndustryNEWS (Continued from page 9) Canada’s best-known painters. In the late 1980s the Deerhurst stage inspired another emerging artist, superstar Shania Twain. Today, the resort that introduced championship golf to Muskoka stays ahead of the curve with many times as needed, by a variety of methods: phone call, Canada’s first ESPN Golf Schools and the Canadian National email, and pager. Pond Hockey Championships. The Pro Show scheduler automates the notification Muskoka (www.discovermuskoka.ca) is one of the most process by analyzing the data it receives to determine when to visited regions in Canada for corporate meetings, incentives, initiate the reminder service and what method should be used and retreats. Fall in Muskoka is spectacular; the hiking trails for each reminder. It keeps track of the outcome of each are busy with activity, and the golf courses are in great shape. notification attempt and includes message reporting based on For more information, visit www.camx.ca, or contact Linda call and message statistical data. Osip, executive director, at 800-896-1054 or email@example.com. For more information Pro Show contact Amtelco at 800-356-9148 or send an e-mail to firstname.lastname@example.org. Mastar Telemessaging Increases Their Star Family Annual CAM-X Convention to KisStar, named for KISS (Keep It So Simple), is a Color Outside the Lines simple, stand-alone, completely paperless messaging telephone The 44th CAM-X (Canadian Call Management Association) answering application that performs all the essentials for any Annual Convention and Trade Show will be held at the beautiful telemessaging call center. The design is by Rod Minarik, who, Deerhurst Resort in Huntsville, Ontario, just north of Toronto. after twenty-two years of installing and supporting such The event will run from September 23-26, 2008. The theme for systems, is releasing several new Mastar products. the convention is “Leadership: Color Outside the lines.” It will KisStar can manage accounts, clients, information, and provide the setting for a fun-filled, educational, networking messages with various delivery modes, such as page, email, opportunity, offering attendees the tools necessary to promote fax, and phone text. The system is simple and intuitive to continuous growth of their businesses. use, requiring minimal agent training. It is driven by the Founded in 1896, Deerhurst Resort (www.deerhurstresort.com) FileMaker engine and is ideal for start-ups. KisStar is configured along with one of several Mastar applications, or contact Karen Black at 800- 344-9944 x112 or including the PollStar for DID or the IdStar for VoIP. email@example.com. For more information, call 541-461-5235 or visit www.mastar.com. Startel Conference Highlights Startel offered a full day’s worth of free training classes Professional Teledata to all attendees at its recent user’s conference. Bill Celebrates Twenty-Five Years Robertshaw, Startel’s president, spoke to attendees, sharing Professional Teledata will celebrate twenty-five years in his vision for the future of Startel. He expressed how he felt the industry at the upcoming ATSI Convention in St. Louis. that Startel had a strong commitment to innovation, validated “I am pleased to find ourselves reaching this milestone. It by the latest release of 8.0. He plans to continue Startel’s doesn’t seem like that long ago when I attended my first ATSI mission to be customer-focused with quality products and Convention in Bal Harbor, Florida twenty-five years ago. The service. He concluded with an open question forum. first Billing and Collections System aka BCS (which evolved Dan Feis, director of sales, gave the “State of the Union” into today’s Total Billing System, or TBS) was signed that address. He focused on the milestones and commitments that year, and we have seen so many advancements since then,” Startel delivered over the last year and provided insight into stated Alan Hartmann, vice president of Professional Teledata. how Startel is positioned for the upcoming year. Elaine “Tele-Data Systems was working on mini-computers the size McMaster, vice president of research and development, headed of a small refrigerator, and the new ‘state-of-the-art’ personal up the “Startel Innovation” session where she introduced the computers came with a whopping 64K of memory and attendees to the new CMC 8.0 release and announced the new enormous dual 360 kilobyte floppies for storage,” he joked. process for the wish list, along with the twelve-step program Allen Kalik, president of Professional Teledata added, “It’s that Startel will be following. amazing to see that our company has evolved so very much and During the awards luncheon, Ryan Chinoski was that we are still forward-thinking to this day. The industry has announced as TeamSNUG’s incoming president; Beth seen many shifts and turns, and we’re so very proud that our Cooper received the Don Berry Award. company was built and continues to stand on such a strong TAS For more information, call Dan Feis, Startel director of foundation.” sales, at 800-782-7835 x714 or visit www.startelcorp.com. For more information, visit www.professionalteledata.com, (Continued on page 12) For more information about Telwares, visit IndustryNEWS (Continued from page 11) www.telwares.com. Amtelco Announces VoIP Board Telwares Audits The latest release of the award-winning Infinity supports Federal Excise Taxes the Amtelco XDS Voice over Internet Protocol (VoIP) board, Telwares announced the results of an initiative to recoup which eliminates the need for a third-party VoIP gateway. federal excise tax (FET) refunds for clients. Enterprises that The XDS VoIP Board provides native VoIP switching directly failed to recover their overpayments through their 2006 income within the Infinity server. tax filings may still have the opportunity to do so. The taxes Agent audio can be migrated from traditional analog were collected by carriers through their telecommunications connections to VoIP. Remote stations can connect an audio invoices for interstate and interLATA inbound and outbound path to their home or remote offices using VoIP, eliminating usage, as well as wireless usage. In August 2006, the tax was the need for and cost of a separate dedicated phone line. abolished and is no longer collected by carriers. To obtain Office telephones can also be based utilizing VoIP. refunds for the eligible tax years 2003-2006, corporations were The XDS VoIP Boards are available in multiple required to file form 8913 with their 2006 tax filings. configurations, ranging from 100 to 600 VoIP channels. Each “The Telwares Audit practice has been working with the channel is the equivalent of an agent audio port or telephone. IRS to document and recover tax overpayments on behalf of The XDS VoIP Board supports connections to VoIP our clients for more than twelve years,” said Bill Walsh, carriers. The connection is established using the VoIP protocol Telwares president and chief operating officer. “We are called Session Initiation Protocol (SIP) trunking that enables proud to have obtained nearly $200 million in FET Infinity software version 5.5 to handle incoming and outbound settlements. Companies that have not undertaken the FET calls. With SIP trunking, Infinity-based call centers can offer settlement process, or that may not have recovered the nationwide local DID service and outbound dialing, allowing maximum settlement amount by filing IRS Form 8913 them to have a local telephone presence anywhere. with their 2006 tax filings, may still have an opportunity to For more information, contact Amtelco at 800-356-9148 recoup payments.” or firstname.lastname@example.org. PLEASE CHECK YOUR MAILING LABEL Is the information incorrect or outdated? Does it say “Time to Renew”? If so, please renew or update your subscription today, in order to make sure you don’t miss a single issue! If your organization is receiving extra copies, please cancel them to reduce our costs and help the environment. Of course, you can always request additional copies for co-workers as well. Go to www.connectionsmagazine.com/subs to renew, update, cancel, or add subscriptions. 12 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine e-Services Group Synergy Solutions Leads the Way in Employee Expands Johnson City Benefits Program Call Center e-Services Group International, a Business Process Synergy Solutions, Inc., a provider of outsourced Outsourcing (BPO) company, with offices in Jamaica and St. customer contact solutions, announced the expansion of their Lucia, has initiated employee benefit programs that go far call center facility in Johnson City, New York. Synergy has beyond any other employer in the Caribbean. When president been operating in the area since 2000. In response to the Patrick Casserly opened his doors eight years ago, a major continued growth in demand from Synergy’s client base, initiative was to help build the economy of the region and to Synergy has added eighty workstations to the second floor of improve the lives of those associated with the firm and their their Johnson City call center. families. The call center currently employs 130 customer contact The company set up a medical facility with doctors’ representatives. With eighty additional workstations, up to offices on-site, enabling employees to tend to most medical 100 more employees will be needed. Synergy is expecting to needs without having to leave the premises. In addition, each expand the center’s workforce to 240 employees within the employee is given group health and life insurance at no cost. next four months. There is a wellness program and participation on-site Corey Conklin, founder and COO of Synergy Solutions, gym facilities. Emergency fund loans, scholarships for stated, “For the past seven and a half years, the amazing employees and their families, staff food service subsidies, and people of Synergy’s Johnson City site have demonstrated evening film events are some of the other benefits offered. superior sales and customer support to many of our clients. The company also created a bus company that transports Client demand for growth is extremely high and recruitment employees to and from both Jamaican offices. Possibly the is so strong that expanding to the second floor of our current most innovative program is the e-Kids Summer Camp, created building was an easy decision.” to allay parents’ concerns during the school break and to For more information about Synergy Solutions, contact provide a learning outlet for the kids as well. Lori Fentem at 800-547-0504, email email@example.com, For further information, call 876-684-9467 or visit or visit www.synergysolutionsinc.com. www.e-servicesgroup.com. Anexa Teleservices Will Brand OEM Version of Work-the-Lead from Tele-Direct Tele-Direct Call Centers, Inc. announced that Anexa Teleservices, a Mexico-based call center, will be the first to use WorkTheLead.com, Tele-Direct’s flagship call center software, to service Spanish language calls. Anexa Teleservices will brand the new service AnexaOnDemand, which will target advertisers focused on the Hispanic consumer in the United States. Anexa owns and operates two outsourced call centers in Hermosillo, Mexico, with a capacity of 2,400 seats. Work-the-Lead is a Web-based software application that provides inbound and outbound call center infrastructure to deliver value to the advertising process, from measurement and call reception to lead management. The software allows an advertiser to login and within thirty minutes have their own 24/7 call center ready to collect leads and measure campaign results. Work-The-Lead ensures that leads are captured and then routed in the most profitable direction for the advertiser. TeleDirect Call Centers has been supporting business owners with inbound customer service representatives since 1961. Beginning four decades ago as a small answering service, TeleDirect has grown into a full-service, on-demand call center. For more information, visit www.tele-direct.com and www.anexatel.com. Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 13 A DISASTER RECOVERY SOLUTION By Bill Curtin IV ohn D. Rockefeller’s pragmatic view of disaster recovery inbound phone path, and it can be very challenging to reroute J – “I always tried to turn every disaster into an opportuni- ty” – is one which holds true for today’s call center industry just as it did for the oil industry of the late 1800s. the calls to a backup location. Using the PSTN (Public Switched Telephone Network), a call center’s options are limited by the services its phone Even so, actually turning a disaster into a business opportuni- company can provide. The call backup and call forwarding ty involves much more than reacting to a difficult situation services that many phone companies provide vary greatly, so when it occurs. considering backup options when shopping for phone service The first step towards disaster recovery is disaster pre- is extremely important. paredness – identifying all of the emergencies that could con- Alternative routing or call overflow are common product front a call center and putting plans in place to deal with them names that many PSTN phone companies use for describing in a quick, efficient, and effective manner. their call forwarding service. How these services work will Most call center clients expect more today than ever from also vary by service provider. Usually these services will their call centers. Many even require SLAs (Service Level allow a call center to forward all of its DID numbers to a sin- Agreements) and proof that adequate disaster recovery plans gle 800 toll-free number if phone service goes out. are in place. In the event of an emergency, they want their If a call center subscribes to an alternative routing service calls to be answered. that forwards calls to a toll-free number, it can add more flex- The three most important resources for a call center to ibility to its phone routing by having the 800 number reside at consider are the inbound telephone lines, the call center’s a RespOrg (Responsible Organization) instead having the 800 client data for properly processing calls, and the labor to number resident within its phone company. The services that answer the calls. A good disaster recovery plan addresses all different RespOrgs provide also vary – some allow a call cen- three of these resources. ter to redirect calls to its 800 number using a Web site, while In order for a call center to take calls, calls must have an others require the subscriber call center to call in to make the inbound path to the ACD (Automated Call Distribution) sys- forwarding request. tem. There are many disasters that can do away with this (Continued on page 16) Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 15 A DISASTER RECOVERY SOLUTION (Continued from page 15) facility, the SIP service provider directs the calls to another Internet IP address. These IP addresses can be changed Sometimes trunk groups can be used to forward overflow manually, through a Web site, or can be set up to failover calls to a backup location. Every phone company uses automatically. different names for these services, and just finding the name The newer VoIP (Voice over Internet Protocol) of the service can be one of the bigger challenges. technologies are allowing call centers to “collocate” their Many call centers already are taking advantage of hardware to off-premise data centers. When the hardware is VoIP/SIP phone service providers – for a number of reasons housed off-site, the entire staff can connect to the system like and in equally as many ways. One advantage of SIP (Session remote agents. Initiation Protocol – an Internet transmission method) In addition to easing worries over power constraints, providers is that they can have DID lines from many area backup generator power, cooling, and Internet connectivity, codes terminate to one IP (Internet Protocol) address. collocation removes many of the worries of disaster recovery Many call centers can realize a cost savings using SIP planning because the datacenter has already addressed them. services instead of using dedicated phone circuits to transport Even if you are using PSTN phone lines, a collocation facility their DID traffic. These SIP phone providers also can aid in a can provide you with greater reliability. Data centers have call center’s disaster recovery plans. fiber SONNET rings that connect them to the phone When a call center gets its phone service from a SIP company’s CO (central office). For a reasonable fee, provider, the phone service is sent to an IP (Internet Protocol) datacenters will allow you to run your PSTN phone lines address. To move the phone service to a call center’s backup (Continued on page 18) Another Use for SIP Trunking in the Call Center By Allen David Niven SIP trunking allows telemessag- ing call centers to eliminate toll-free numbers that clients are forwarded to, while maintaining a national service area. Instead of forwarding calls to toll-free numbers, clients forward to local DID numbers, wherever they are. There is no per-minute charge for the incoming call, so the cost savings are huge, the service often paying for itself within a few months. If the call center equipment does not support SIP trunking natively, a T-1 gateway must be used. Such gateways cost about $2500 per T-1 and are manufac- tured by companies such as Cisco, Linksys, and Quintum. They have only two ports: an RJ-48 that connects to the T-1 port on the call center equipment and an RJ-45 that connects to the Internet. Few companies that sell SIP trunking actually own the points of presence nationally themselves – most are resellers. Usually, the more thorough their nationwide coverage is, the higher the price per trunk. Niche players can often give good coverage at great rates. Contracting with more than one provider can produce a good mix of niche and nationwide coverage. Companies that sell SIP trunking qualify as CLECs – competitive local exchange carriers. This means that by law they must allow numbers to be ported. The call center fills out a form for local number portability, and the numbers must be transferred within thirty days. Allen David Niven is CEO of GlobalFone (www.globalfone.biz). 16 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine PInnacle and Contact One: 30% revenue growth and gunning for more With the same owners since 1980, Contact One Call Center has earned national and international awards for industry leadership and exceptional service. But lately times have been especially good; since switching to PInnacle 2.1, CEO Judy Wood says revenues are up 30%. Combining the industry’s most powerful scripting and order-taking program with innovative TAS messaging and dispatch software, PInnacle has allowed Contact One to crack new markets, expand its services, add new clients—and gain more business from existing ones. With its state of the art military-grade hardware, this powerful turnkey solution can do the same for you. So get growing! CALL 800-344-9944 TO ARRANGE YOUR LIVE REMOTE DEMONSTRATION. Call Center Angels left to right: Jeff Wood VP Technical Development Judy Wood CEO AT I N G Jennifer Hoffman Director of Human Resources and Customer Service See us at Booth #15 BR rs at ATSI E 25 yea CEL 800.344.9944 CE www.professionalteledata.com EN O L F EXCEL A DISASTER RECOVERY SOLUTION (Continued from page 16) locations that are often geographically removed from the area that would be from the CO to the datacenter on their Many call centers can potentially impacted by an emergency. SONNET ring, which provides realize a cost savings In the event of a disaster that interrupts two paths for your phone calls to travel the primary database or ACD, service from the CO to the datacenter. If one of using SIP services can be restored within minutes by turning the paths disappears, you won’t notice instead of using on your backup server at the data center. any loss of service. With service rerouted to the backup With this network architecture, the dedicated phone server, an agent can connect and process main disaster concern for a call center is circuits to transport calls without noticing any difference maintaining agent workstations. Since from being connected to the primary SIP connections can be initiated from their DID traffic. server. any workstation with a live Internet con- Reliability is fundamental to the nection, this is a powerful operational reputation and success of any call center. model for reducing a call center’s risk in Being fully prepared for a disaster, with disaster situations. devoted resources and plans of action in Based on a similar principle, real-time place, ensures that when a disaster data backup can be a powerful disaster occurs, the visible effect to the call recovery tool for any call center. Utilizing existing ISDN or center’s clients and callers is as minimal as possible. T1 telephony connections, an off-premise data center can When a call center’s clients realize that even though a receive a live update whenever there is a change to a call disaster has occurred, their service has not been affected in center’s primary database. Several software solutions exist any way, the call center has turned that disaster into a good that allow database backup over the Internet. Instead of doing client retention opportunity. ¤ a full database backup, these backup software solutions backup the real-time changes. Every time a change occurs, Bill Curtin IV is director of corporate IT services for V the data is sent to the backup database through the Internet. Amtelco and manages Amtelco’s hosted services enterprise The backup databases can be located in scattered and separate offerings. Logging Digital Recorders O I C Founders of Record / Play Tek, Inc, John Haines, Mike Stoll, E Edward Krepps, Circa 1977 in the “Reel to Reel” Days! Now it’s the Simple Computer Logger SCL 8900 • Answering Services, recording phones, head sets, mics. • Search by Startel®, Telescan®, Morgan®, Amtelco®, SMDR numbers, with 175 days of history on hard drive. • DVD-R backups, playable on LAN, WAN, Email, fast. Association of TeleServices International 110 East Vistula Street, Box 790, Bristol, Indiana 46507 Recordplaytek.com • 800-809-5233 12 Academy Avenue, Atkinson, NH 03811 Toll Free (866) 896-ATSI Now Recording VOIP Phones firstname.lastname@example.org Soliciting Interested Parties for Purchase of the Company www.atsi.org 18 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine All Names Are Not the Same By Mary Conway ll names are not the same. That’s the basic truth be reliably predicted through careful list analysis, modeling, A underlying successful customer acquisition campaigns. Yet many marketers overlook this fact when they embark on a telemarketing program. They accept and prioritization. It’s said that past performance is not a guarantee of future results, but it’s one of the most effective predictors of a a shockingly low response rate from a customer or a prospect successful telemarketing effort. Surprisingly, most teleservices list as a “necessary evil,” instead focusing their attention on programs overlook the prior performance of names on a list, developing the most creative promotional concept and/or failing to glean invaluable insights about how those leads are presenting an offer to the consumer via the vendor with the likely to respond in the future. lowest hourly cost. Analysis of a list’s prior response rates reveals important The result in far too many instances is hours of insights by answering questions like these: Does one nonproductive calls to consumers who have little likelihood geographic area, such as the northeast, respond better than of responding to the offer. This wasteful practice can be another region, such as the southwest? Do urban markets greatly improved by tapping the growing power and outperform suburban ones? Do consumers residing in single- sophistication of database modeling protocols, now increasingly family dwellings respond better than consumers living in being deployed in advanced teleservices programs. multifamily dwellings? Do credit scores correlate with Effective database modeling is built on the premise that response rates? all names are not the same – that better performing ones can (Continued on page 20) Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 19 All Names Are Not the Same (Continued from page 19) Metric Original Strategy New Strategy % Improvement Sales per Hour: 0.60 0.77 28% The analysis doesn’t stop there. Here’s another factor to consider: How recently has a name been called? Over- Contact Penetration: 48.84% 50.63% 4% contact is a red flag in telemarketing. If a properly coded list indicates a household has been called recently – say within Contact Conversion: 5.5% 7.0% 27% the last month – that name should probably be suppressed, as the likelihood of a positive response is low. Cost per Enrollment: $46.67 $36.38 22% Many companies devise their own coding schemes for names on their customer lists. These too can be analyzed for best leads and under-penetrate the worst ones. varying response rates – even without knowing exactly what Unfortunately, as the campaign unfolded, there were they mean! frequent instances where the performance scores did not Database modeling programs consider all these inputs correlate with actual results. Consequently, a significant and then apply a scoring mechanism that ranks expected degree of sales opportunity was not being realized. The response rates from highest to lowest. This evaluation is company clearly needed a better database modeling strategy. invaluable in guiding the hourly efforts of telemarketing By overlaying additional modeling criteria on the list, a teams – focusing them on fully penetrating prospect names revised segmentation/scoring scheme could be generated. As with the best potential for sales success. Importantly, the the table below illustrates, the new campaign achieved assessment process must be continuous. For optimal results, significantly higher conversion rates, resulting in a cost- as waves of a campaign are completed, the modeling program per-enrollment that was $10 lower than the previous strategy must evaluate performance on an ongoing basis, re-ranking – a savings of over 22 percent. remaining names before they are called. As businesses relentlessly seek the best return-on-investment This database modeling was recently employed for a for their marketing investments, database modeling – skillfully credit card issuer. The client supplied a list of customer applied – offers an impressive solution. ¤ names, which it had ranked for expected propensity to enroll in a value-added program. This ranking was intended to drive Mary Conway is chief marketing officer for DialAmerica the campaign’s list penetration strategy: over-penetrate the (www.dialamerica.com). 20 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine Canadian Call Center Listing The Canadian call centers in this listing go by various labels, such as teleservice agency, outsource call center, telemessaging company, telemarketing firms, and telephone answering service. Regardless of their label, all provide various call processing and phone answering services. They customize their services to meet client needs, providing overflow coverage, after hours support, or complete 24-7 call center services. 24-7 INtouch Encore TeleSolutions Inc Re: Messaging Solutions Inc. 219 Dufferin St Ste 14C Barrie, ON 202 - 2636 Montrose Ave. Toronto, ON M6K 3J1, Canada www.encoretelesolutions.com Abbotsford, BC, V2S 3T6, Canada www.24-7intouch.com www.remessaging.com Contact: Jonathan Smith, Extend Communications Inc. Contact: Casey Smit, President and CEO, Sales Manager, at 800-586-0790 or 49 Charlotte St at 888-993-1144 or email@example.com Brantford, ON N3T 2W4, Canada firstname.lastname@example.org Services: Inbound, Email, Text Chat, IVR www.extendcomm.com Services: Inbound, Email Multilingual: English, French, Spanish Contact: Scott Lyons, President, Telephone answering services since 1980, Award-winning, multi-channel contact center at 800-265-9975 or specializing in Western Canada. outsourcer; specializing in inbound call email@example.com support, email, and live chat. Services: Inbound, Email, Text Chat, IVR Robertson Telecom With three inbound call centers in Ontario, 270 - 1075 West Georgia AnswerPlus Inc. Extend serves clients across Canada and Vancouver, BC V6E 3C9, Canada 122 Hughson St S the U.S. with dedicated and overflow www.robertsontelecom.com Hamilton, ON, L8N 2B2, Canada programs. Contact: Ron Barker at 604-664-7640 or www.answerplus.ca firstname.lastname@example.org Contact: Barbara Bradbury, FineLine Services: Inbound, Outbound, Email, Text Vice President, at 905-522-4737 or Winnipeg, MB Chat, IVR email@example.com www.finelinesolutions.com Multilingual: English, French, Spanish, Punjabi Services: Inbound, Outbound, Email, IVR Vertical Markets: Government referral services, Multilingual: English, French Intercon Messaging Inc. IT help desks, automotive repair customer Vertical Markets: Real Estate, HVAC, Home Drayton Valley, AB satisfaction surveys Health Care, Property Management www.interconmessaging.com Specializes in content-rich, complex contact AnswerPlus is a 24/7 call center specializing centers ranging in size up to 75 seats. in emergency response and real estate KorenIt applications for over 40 years. Montreal, QC Telelink Call Centre www.korenit.com St. John’s, NL www.thecallcenterinc.com AnswerNet-TelePartners Memberworks Canada Corp. Toronto, ON Montreal, QC Tele-Page www.telepartners.com www.memberworks.ca 3901 Jean Talon St W Ste 200 Montreal, QC H3R 2G4, Canada ClienTEL Plus Contact Center Solutions PDL Contact Centres Ldt www.tele-page.com Cornwall, ON 2420 42nd Ave NE Contact: Gary Blair, Vice President, www.clientelplus.com Calgary, AB, T2E 7T6, Canada at 514-342-3611 or www.pdlcc.com firstname.lastname@example.org Connections Call Centre Contact: Desiree Bombenon at Services: Inbound, Outbound 101-37710 2nd Ave email@example.com Multilingual: English, French Squamish, BC V0N 3G0, Canada Services: Inbound, Outbound, Email, Text Tele-Page, Quebec’s call center and paging www.connectionscallcenter.com Chat, IVR experts since 1970. Contact: Lillian (Lil) Lyle, Owner, Multilingual: English, French at 800-667-7588 or PDL, an award-winning contact center that TigerTel/UTR firstname.lastname@example.org designs programs customized for clients’ Toronto, ON Services: Inbound, Email, Multilingual requirements. www.tigertelutr.com Offers outsourcing, order-entry, work alone programs, emergency response, data- Professional Answering Service We An-Ser Communications base management, virtual receptionist, 877 Exmouth St Lloydminster, AB and total answering service needs. Sarnia, ON N7T 5R3, Canada www.wean-ser.com www.professionalansweringservice.ca Durham Contact Centre Contact: Dale Mason, President, Oshawa, ON at 519-332-2320 or email@example.com www.durhamcontact.com Services: Inbound, Outbound, Email Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 21 By Wayne Scaggs osted services or SAAS (software as a service) is Cathi: I like the privacy of our closed system. Another H an up-and-coming technology concept; it’s the integration of licensed software running on local computers connected via the Internet. The software is no customer can’t try to login to our system to see what I have, or inadvertently do something that will crash the system. longer purchased but leased, and you are connected to a larger Wayne: Any good hosted service provider must provide system that is able to share the available resources. Driving you with the security and privacy you would have on your this technology is the economics of paying only for what you own system. Secret information concerning your clients or use. Many on-premise systems are underutilized, yet the your business should be as secure as in your premise-based complete system must be maintained by the end user. Hosted system. No one other than you, and of course, the technician services eliminate that waste. who maintains the system (on a need-to-know basis) should I recently had a chat with Cathi Farber regarding hosted have access to your customer information. Your information services in the telemessaging industry. Cathi and her husband is completely secure. Subscribers never have permission to Brad own A-B Communications in Lafayette, California, and access the system in such a way that they gain access to any the Farber family was one of the early pioneers of the industry. other subscriber or to do anything that will harm the system. They do not use hosted services for their business. Cathi: I like that I own the equipment; it can’t be changed without my approval, and I decide the level of Wayne: Cathi, what are some of the things that concern technology we are working on. you regarding hosted services? 22 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine Wayne: Every service provider wants to provide the Cathi: It would cost a ton of money to give up the best service possible. When a system falls behind in current system, and then have to try and put one back together technology it costs more to support that system, and often the or buy another one if I choose to go out on my own again. cost to bring an out-of-date system current is more than if the system had been kept current right along. Most updates Wayne: The decision to move to a hosted system or services make the system operate more efficiently and provide easier main- should be based on a need to make a change in the status quo. tenance. If there is a feature you do not want, you can ask if it can Perhaps your profits have dropped, your technology has be disabled. Or you can choose not to pay for unwanted technology. become outdated, your operating costs have sharply Cathi: I like that I own the equipment, and I like the fact increased, there’s conflict with your vendor, or you no longer that no one can raise my rates to run that equipment. want the headache of maintaining the system you have. Now the question becomes: “How much will a mistake Wayne: Rates for hosted services must always reflect a cost me?” If you buy another premise-based system, along savings to the subscriber. Hosted services are only successful with all the infrastructure costs needed to make it work, and when the subscriber gains benefits from the hosted services, later realize it was a mistake, how much will that cost, and which must include monetary gains for that subscriber. The rates how long will it take to recover? If you select hosted services to operate your own system include your service contracts. When and later decide to make a change, you have spent a lot less the service contracts are up for renewal, the rates can be raised; it money and time from which to recover. is the same in a hosted service environment. (Continued on page 24) Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 23 The Pros and Cons of Hosted Services (Continued from page 23) to give that up. Wayne: Hosted services (systems) are housed in profes- sionally run “collocations,” which are located in data Cathi: I think that the value of selling my business is centers or phone companies. They have redundant power, higher if I have everything in place for the buyer to take off air-conditioning, and backbone infrastructure; plus, they are running. They will have everything they need to be in business manned twenty-four hours a day and have secured entry. without paying someone else or having to buy a completely Cathi: I like being in control of the contract between our new system. company and the phone company. I like being able to deal directly with phone company regarding problems and changes. Wayne: The value of your business is not based on your equipment; it is based on the revenues your customers generate. Wayne: One of the benefits of hosted services is that When a business buys equipment, they often pay top dollar the infrastructure is shared, which provides more services for good equipment. When a business is sold, however, for less money. This is accomplished through the wholesale the client accounts are often moved to the buyer’s existing purchase of infrastructure, which lowers the cost of service, system. In other cases, the old equipment is used for as long and this means that the savings are passed on to the as that equipment continues to produce the revenues the buyer subscribers. Also, because the accounts are larger, providers contracted for in the purchase of the business. This is also of hosted services have direct access to the NOC true for the business that uses a hosted service provider; (Network Operations System), and the technicians that know the new buyer will continue to use it if the expected revenues are what they are doing. generated. The buyer will use whatever produces the desired With all these advantages, hosted services can be the best results. option for many call centers. ¤ Cathi: I don’t like the idea of having system outages that are beyond my control, and I don’t like the idea of my (or Wayne Scaggs is president of Alston Tascom, Inc., someone else’s) ISP/Internet connection determining if I am which offers an end-to-end contact center solution using up and running on given any day. I also have a backup power digital telephony. For further information, contact Alston system, which means that we have zero problems due to Tascom at 909-548-7300, firstname.lastname@example.org, or power outages. I like being set up for that. I would not want www.alstontascom.com. 24 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine Getting Quality Right Part 3: Motivation and Judgment By Cliff Hurst More than Statistics tatistics are important to call center quality, and it is S critical to apply sound statistical precepts to our work. However, stats are only part of the picture; by themselves they won’t allow you to “get quality right.” Let’s look at the principles behind a meaningful approach to call center quality management. (Continued on page 26) Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 25 More than Statistics (Continued from page 25) extrinsic, and the intrinsic modes of Motivation at Work: What an valuation. These three terms provide a helpful lens through which to see the The results from quality monitoring practices will be determined – and intrinsic different ways to make value judgments. Systemic evaluation is the realm of constrained – by the prevailing paradigms of the organization’s leaders regarding perspective “yes/no” judgment. A specific part of the monitored call is whether the agent people’s motivation to work. I advocate a view of human motivation gives us is a did or did not do or say something that was required; there are no shades of which holds that people seek work that is challenging and helps them grow. Doing reminder to gray in systemic evaluation. Systemic components of a call are the easiest to good work is inherently satisfying. It’s select when monitoring and the easiest the job of leadership (the job of a quality look at the to calibrate among different raters. program) to help agents bring the best They are most helpful in identifying of who they are to what they do. This call as baseline criteria that all calls must perspective is the bedrock of quality achieve. They are not useful, however, monitoring and performance feedback an entity. when you seek to “raise the bar” to practices. The roots of this perspective higher levels of engagement with the lie in the field of humanistic psychology. caller. To do that, you need to evaluate A different school of psychological extrinsically. thought is that of behaviorism. Pure behaviorists say that the Extrinsic evaluation is the realm of varying degrees of only reason people work is to gain the external rewards fulfillment of a concept. This is the world of “good, better, offered by their employer – pay, benefits, and so forth. best.” Here there are shades of gray; you might use various Behaviorist theory leads to an approach of quality monitoring types of Likert scales in the evaluation process. Let’s say that by focusing on consequences – incentives for performing one of the criteria that you decide to evaluate through well and punishments for not doing well. Although monitoring is the degree of professional courtesy exhibited by punishment and rewards make a strong seasoning, a little your agents. You may decide to rate these degrees of courtesy goes a long way, while too much ruins the whole meal. in the form of a one-to-five scale, where one is unacceptable, Behaviorism, in its various manifestations, should play only two is below average, three is average, four is above average, a supporting role in quality programs. Its role is at the edges, and five is excellent. Extrinsic evaluations comprise the greater not at the core. Behaviorism, at most, is the buffing wheel part of most call monitoring forms. They are more difficult to on the statue of call center performance; it is neither the chisel calibrate than systemic evaluations, as the scores are more nor the sculptor. subjective and prone to argument between analysts and agents. Intrinsic evaluation is a different animal altogether. Three Types of Judgment: Intrinsic evaluation plays a major role in coaching but only a minor role in call monitoring. This will be addressed in a A question heard often from call center quality managers future article. Most of what we do when we monitor calls is is, “What should our monitoring form look like?” Everyone to analyze them by breaking the call into its component parts. is seeking the best monitoring form. There’s even a book What an intrinsic perspective gives us is a reminder to look at with sixty sample forms in it. It makes an interesting read, the call as an entity. Ask yourself, “On the whole, from the but don’t lean on it too heavily, because there is no such thing caller’s point of view, how well was this call handled?” as a best monitoring form. Ask, “Was this customer delighted, satisfied, mollified, or There are, however, a small handful of precepts that will disgruntled with the process and the outcome of the call?” enable you to create a form that best serves your purposes at The answer you get from an intrinsic evaluation may be quite your call center, because these are based on what is important surprising when you compare it to the rest of your analysis. to you and to your callers. With these precepts, you can be The parts do not always add up to the whole. ¤ assured that your form will be both valid and reliable. When you monitor according to valid and reliable [In the next issue of Connections Magazine, Cliff will criteria, your agents, your supervisors, and your senior discuss levels of measurement, reliability, and validity.] managers will have greater confidence that the monitoring scores you report really mean something valuable. Cliff Hurst is president of Career Impact, Inc, which he So, how do you develop a monitoring form that gives started in 1988. Contact Cliff at 207-499-0141, 800-813- you valid and reliable data? There are several steps involved. 8105, or email@example.com. Sign up for his free email The first step is to recognize that there are three types of newsletter or order his book, Your Pivotal Role: Frontline judgment involved in evaluating a call: the systemic, the Leadership in the Call Center at www.careerimpact.net. 26 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine Understand What hifting demographics are changing the mix of S spoken languages in the U.S. The 2000 U.S. Census Bureau survey found that 18 percent of the total Customers Are population, or approximately 47.0 million people, spoke languages other than English. These figures were up from 14 percent, or 31.8 million, in 1990 and 11 percent, or Saying Regardless 23.1 million, in 1980. These trends are expected to continue and will compel contact centers to offer service in multiple languages. This adds an additional layer of of Language complexity to a business’ understanding of their customers’ needs, and it can challenge their ability to achieve key performance metrics. Sophisticated speech analytics technology that supports multiple languages can By Cliff LaCoursiere positively influence not only contact center operations, but also business processes as a whole. (Continued on page 28) Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 27 Understand What Customers Are Saying (Continued from page 27) The ability to switch between BACKGROUND: languages and accents is critical The Benefits of Speech Analytics Speech analytics can be employed in contact centers to for businesses that support a identify key topics that point to customer dissatisfaction, such as naming a competitor or asking to speak with a diverse customer base with supervisor. The more advanced speech analytics solutions capture silence, tempo, and stress in a call along with topic multiple languages. identification algorithms. These applications enable businesses to understand what customers are saying as well as the intent of what they mean, providing a complete picture of all calls. this company had used speech analytics to uncover why This capability enables businesses to identify customer customers were leaving, then some percentage of those dissatisfaction trends before they become issues that could customers might have been saved, and company-wide tactics dramatically affect the company’s bottom line. In addition, could have been implemented to save future customers as well. these solutions produce reports that allow businesses to Using the above communications services provider respond quickly to create and implement programs that will example, implementing speech analytics to modestly improve satisfy and retain customers before they decide to take their customer satisfaction by one quarter of one percent would business elsewhere. save $5 million in revenue from dropping off the bottom line. The following is an example of how leveraging speech Increasing customer satisfaction and reducing cancellations analytics technology could have helped a leading U.S. by a meager 1 percent boosts that figure to $20 million. communications services provider. This company reported losing $720 million in 2005 due to customers canceling their TAKING IT A STEP FURTHER: services. While most of those customers did not cite Speech Analytics Technologies in a customer satisfaction issues as the main reason, a sizable Multilingual Contact Center Environment amount did attribute their cancellation to competitive As you can see, speech analytics technologies have the providers that offered better pricing and better products. If ability to enable contact centers and the businesses they support to reduce costs, increase revenues, and improve customer satisfaction. Adding multiple languages into the mix makes achieving customer satisfaction goals a daunting PROMPT… task unless the speech analytics technology can address the issue of multiple languages. CONFIDENTIAL… This can be accomplished with speech analytics technology that uses the appropriate language and acoustic models to drive customer interactions into the database for analysis. SECURE… However, while some speech analytics vendors support multiple languages, they do so in a monolithic fashion IF YOU ARE THINKING and only support one language recognition model per application. Switching language applications is usually OF SELLING YOUR accomplished through the contact center’s IVR. More TAS OR VOICE MAIL advanced speech analytics solutions, on the other hand, are using a combination of IVR and CTI data to trigger the correct BUSINESS—WE ARE language application. To benefit outsourced contact center providers that need INTERESTED IN BUYING If you are considering selling your business, we to support multiple languages and accents, oftentimes via multiple contact centers, in particular the speech analytics would welcome the opportunity to discuss your solution implemented should be able to tag the origin of the needs and the direct purchase of your business. contact center audio and execute the appropriate language model for converting those recorded calls into data that can We will be happy to coordinate with you and your be mined. The ability to switch between languages and tax advisor, if necessary, in determining effective accents is critical for businesses that support a diverse customer base with multiple languages. This gives the and sensible tax strategies relating to the sale of outsourced contact center a flexible tool to deliver your business, whether the transfer is on an value-added services to their clients. This capability is all cash or deferred payment basis. particularly of interest to outsourced contact centers since the value-added services have good profit margins and can Prompt quotes for full service centers differentiate the outsourcer from those that don’t offer including fixtures and equipment or account sophisticated call analytics. only transactions. Future implementations of speech analytics will possess the capabilities of handling different languages spoken on a call automatically by having the application recognize the Joe Truszkowski language and each word to trigger the appropriate function. Vice President John Sophocles Undeniable Results President It’s clear that speech analytics can positively affect contact center – and overall business – operations. By providing the ability to analyze every aspect of every customer interaction, regardless of the language being spoken, sophisticated speech analytics technology that supports multiple languages enables call centers to better understand all of their callers’ needs, wants, and concerns. With this knowledge, companies can then act accordingly to enhance customer satisfaction, reduced churn, and improve Message Centers customer loyalty. This, in turn, can help companies reduce their overall costs and increase revenue. ¤ Toll Free: 1-888-558-2726 Cliff LaCoursiere is a founder and senior vice president of business development at CallMiner, provider of quality E-mail: firstname.lastname@example.org management, analytics, and call center solutions. CallMiner is email@example.com a speech analytics solution that extracts customer intelligence from recorded conversations. For more information, call 239-689-6463 or visit www.callminer.com. Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 29 Writing the Perfect Outbound Script By Matt Harless he outbound telemarketing script is your manuscript sets than the eight dollar an hour telemarketer who works part T for success on the telephone. Regardless of the products or services you sell, the outbound telemarketing script trains the new employee, refreshes the veteran team time. Sure, every telemarketing script needs an introduction and a benefit statement, but not every professional is trained and skilled to say things the same way. So, build the script member, and turns prospects into customers. Best of all, it around your staff. Tie your outbound telemarketing script defines the offer and brand better then any mail piece, into the hiring program. Ask your team to help craft the advertising campaign, or direct response program ever will. perfect script. After all, it’s for them. What constitutes a successful outbound telemarketing script? What elements go into creating the perfect script? 3. Create a grid in order to These two simple questions lead to very complex answers. understand your prospects. However, there are true and tried answers that every Your outbound telemarketing script is written for your telemarketing organization can follow. By implementing prospects. It is delivered by your team, so clearly they need these four simple steps, your call center can improve their to embrace and learn the script, but the script is written to outbound telemarketing results. your prospects. They receive and act through what they hear. They hear statements, features, questions, and inflection 1. Understand the limitations. based on the script. Even the best outbound telemarketing script is based on So, create a “needs-based” grid in order to define your failure. Just like a successful baseball player who hits .300 prospect base. What motivates your prospects to say “yes?” and fails at the plate seven out of every ten at-bats, the best What are the two or three acceptable end-results from a tele- telemarketing script will only result in “conversion” from marketing call? How does the script guide prospects to do between three to fifteen percent. Much of the correct number what they want to do. Here is the most important thing to is predicated upon the audience, the product or service, and remember: The script starts with the professional who places the training agents receive. Every product and service is the telephone call. However, a good script allows the different. So, you create the perfect telemarketing script, and prospect to take control. The script is prospect focused so still, as many as ninety-seven percent of your prospects say wherever the prospect goes, the script goes right along with “no.” It is quite daunting. Why then, if outbound telemarketing them. is based on failure, is there such a focus on the perfect script? Because, the improvement in even one percent can easily 4. Include five key elements to your push a campaign to the stratosphere of success. Outbound outbound telemarketing script. telemarketing is predicated on improving just a few percentage Your outbound telemarketing script should encompass points in order to gain success. A powerful script easily can about twenty-five areas. Each one leads to the next. The per- turn a three percent success ratio into a seven percent success fect telemarketing script requires five key elements. ratio. The variation, those four percentage points, makes a Incorporate these elements into the script. If even one ele- world of difference. ment is missing, then the whole script should be reworked. 2. Understand the skill sets of your agents. 1. Ask questions in order to get the prospect to ask The outbound telemarketing script should be written questions. Outbound telemarketing professionals based on the skills and expertise of your agents. Not every tend to talk about themselves, their products or script is the same. The outbound telemarketing professional services, and their features and benefits. They also selling hardware components to CEO’s of Fortune 100 ask questions that are programmed to elicit certain organizations who earns $100,000 per year has different skill responses. This is bad news. Ask a question and be 30 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine quiet. Ask a fascinating, thought-provoking they should, but that is okay. As long as they see a question and let the prospect become the expert. payoff, then you have the perfect telemarketing script. Ask questions that spark the prospect to ask questions of you. When they ask questions, you have won. 5. The prospect says “no” if they feel they will lose by Why? First, you have captured interest and broken a saying “yes”. Virtually every outbound telemarketing barrier. This is shown by the prospect’s inquisitiveness. script fails when it does not take into account why Second, it provides you with opportunity to answer the prospect says “no.” Traditionally, the outbound and provide information in your answer. Get them telemarketing professional views the “no” as a to talk, and get them to question you. straight objection and then attempts to uncover why the objection occurs. This is a recipe for disaster. 2. Differentiate your call from other calls they receive The reason the prospect objects is because they feel every day. You may feel unique, but only you feel they are going to lose. That is your objection every that way. Your outbound telemarketing call is an time. So, address that feeling up-front, and build a ideal call defined by nobody but yourself. So, script that drills deeper from there. When the differentiate. Prospects say “no” because they see prospect says “no”, the prospect is saying they have no difference or value between yourself and others not heard enough to be convinced. A “yes”, to them, calls. Make your call different. Create this from the would be a tragedy. So, bring that up. Tell the very beginning. Acknowledge the fact your call prospect you sympathize, can recognize their fears, appears to be the same as everybody else’s. If it and do not blame them. Then, take the telephone really is, and, your organization has no differentiation, call to the next level. Don’t handle the objection. then fall back on the strongest differentiator Handle the objection behind their feeling of loss. ¤ imaginable. Yourself! Matt Harless is Vice President of Sales for PhoneWare, 3. Provide the prospect with a reason to act. The located in San Diego, CA. PhoneWare is a service agency perfect outbound telemarketing script encourages with expertise in outbound and inbound sales and customer action. You would be surprised to learn that most care campaigns. Contact Matt at 800-243-8329 or outbound telemarketing scripts provide little or no firstname.lastname@example.org. reason for the prospect to act. They do not have a call to action in the beginning, middle, or end. Indecision should never live with the telemarketing professional. So, blend clear benefit statements with even clearer want statements. These want statements are based on emotions. Paint the picture and the concept. Generate want feelings. Prospects become customers because they want to; this want is their reason to act. 4. Introduce the purpose-process-payoff to the call in the early stages. Every telemarketing script should have a purpose-process-payoff program attached. “The purpose of my call” clearly states why your call is different and why it is beneficial for the prospect to listen. “The process is simple” defines what goes into the action sequences. Must the prospect say “yes”? Must they fill out a form? “The payoff for you” presents the win-win for the prospect. How many prospects become customers ? without believing in their payoff? The answer is none. They may not believe in the payoff you feel Want to Sell Your Business Call Steve Michaels TAS Marketing (800) 369-6126 www.tasmarketing.com Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 31 ATA 2008 W ashington Summit he ATA 2008 Washington Summit was held on April and its members can make a difference, introducing its new T 27-30 at the Hyatt Regency Crystal City. After an opening reception on Sunday evening, Phil Grudzinski (chair, ATA board of directors) welcomed initiative, Call Centers Care. After that, a panel of Allan Hile (assistant director, Division of Marketing Practices, Bureau of Consumer Protection) and John Krebs (FTC attorney, attendees to the Summit’s first full day. Tim Searcy (ATA, Bureau of Consumer Protection) discussed regulatory CEO) followed with an overview of the ATA SRO priorities at the FTC. Then, keynote speaker Paul Begala (Self-Regulatory Organization), with Rick Stauffer (COO, mesmerized all with his political acumen and commentary on PossibleNow) and Ken Sponsler (general manager, the U.S. presidential election. CompliancePoint) providing details about the program’s Web After another working lunch, Howard Nusbaum interface. The first certified SRO auditors are expected in (president and CEO, American Resort Development early fall, with accredited call centers to be announced at the Association – ARDA) shared his organization’s success in ATA Convention & Expo in San Antonio, October 5-8, 2008. growing its PAC to become one of the largest trade association Steve Ligouri (CMO, GE Money Americas) then discussed PACs in the nation. This was followed by a panel discussion regulatory positions and the impact on customer touchpoints. on compliance issues. The panel consisted of Dean A working SRO lunch was led by Joe Sanscrainte (attorney Garfinkel (chairman/CEO, Call Compliance), Reid Houser for Bryan Cave). (VP/compliance officer, Sitel), Noreen Kaminski (VP, After lunch, Tim Searcy and Jerry Cerasale (SVP, Government Affairs and Legislative Compliance, Dial Government Affairs, DMA), shared a vision for ongoing America), Michele Shuster (managing partner, MacMurray, cooperative legislative advocacy between the ATA and Cook, Peterson, and Shuster), and Ryan Thurman (director DMA. Next, Lois Greisman (director, FTC Bureau of of sales and marketing, Contact Compliance). The regulatory Consumer Protection, Division of Marketing Practices) made update by the team of Mitch Roth (ATA council) and a positive and encouraging presentation, including topics such Joe Sanscrainte was equally interesting, especially regarding as DNC privacy issues and telemarketing fraud. Monday’s state issues, as there are some misguided bills pending that sessions concluded with Jerry Kilgore (former Virginia need attention. The day concluded with a Capital Hill attorney general) offering his perspective of consumer networking reception; Wednesday was reserved for protection at the state level. The day was capped off with an legislative appointments. ATA-PAC dinner cruise. For more information, see our coverage at Tuesday began with Tim Searcy’s vision of how ATA www.connectionsmagazine.com/info/ata. 32 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine (Pictured left to right) Jerry Cerasale, Lois Greisman, Paul Begala, Phil Grudzinski, Steve Ligouri, Tim Searcy (Pictured left to right) Allan Hile, Dean Garinkle, Howard Nusbaum, Joe Sanscrainte (Pictured left to right) Lisa DeFalco, Mitch Roth, Jerry Kilgore, John Krebs, Michele Shuster Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 33 ATSI Update Why You Should Serve on a Board By Dennis O’Hara, ATSI president-elect “It’s all just politics.” always come out the way I would have done them by myself, “I just don’t think I have the time.” but in joining with a group of committed individuals “I’m not sure what I can bring to the table.” something of value, something of worth was created. In “Maybe when I have more time....” essence, I paid back the group with my time and in return was repaid with a lifetime of fond memories and the knowledge that, in my own small way, I made a difference. Do these quotes sound familiar? Perhaps you have even Can you be a difference-maker for your group? Can you used some of them yourself. I’m sure that at one point or be an agent of positive change who others will seek to work another most of you have heard this kind of thing. Let me with and accomplish what seemingly cannot be done? add a couple of other quotes for you to digest: I say, “Yes, you can.” There is no magic formula for “No man has a right to withhold his support from an having success when working with a group. No matter what organization working on his behalf,” said Teddy Roosevelt. your level of commitment, if you are an agent of positive “Every man owes a part of his time and money to the change, then you are a difference-maker! Having served on business or industry in which he is engaged.” an executive level with a variety of groups, I can tell you that Vincent Lombardi affirmed, “Individual commitment to any president can only be as good as his or her board. It is a group effort: that is what makes a team work, a company the collective energy of any group that fuels the engine of work, a society work, a civilization work.” productivity. “The purpose of an organization is to enable common Are there obstacles that will be placed in your way? men to do uncommon things,” stated Peter F. Drucker. Certainly. We have all served with bullies, know-it-alls, and Alexis de Tocqueville declared, “America’s strength is in do-nothings, but in the end they are just rocks in the river its groups.” –you flow over them, around them, and ultimately the work is In any industry, or indeed in any group, the privilege of done. service comes with burdens. Some are real: time, expense, So the issue is not should you serve on a board, but can and extra work; some are self-generating: personal image, you serve on a board? Consider these three questions, and self-doubt, and insecurity. But what thing of substance comes you will know what to do. without a price? 1) Do I want to be an agent of positive change? Think back on your life and recall the accomplishments 2) Do I want to work within a committed group of of which you are most proud. Where they easily accom- individuals to accomplish something of value? plished? What do they all have in common? I suspect that in 3) Do I have the fortitude to say “yes” when everybody most, if not all, cases what they have in common was your else says “no”? ability to overcome obstacles and to achieve your goal when Remember the saying, “Many hands make light work.” no one, perhaps not even you yourself, thought you could. Elihu Root sums it up nicely: “It is only through the “Look at a day when you are supremely satisfied at the power of association that those of any calling exercise due end,” said Margret Thatcher. “It is not a day when you influence in their communities.” lounge around doing nothing, it’s when you had everything to do, and you’ve done it!” Dennis O’Hara of Associated Call Centers serves on Some of the best memories I have of my business career ATSI’s board of directors and is president-elect. He will center around the work that I have been privileged to have be installed as ATSI’s president at the June convention in been a part of for my industry. The results may not have St. Louis. 34 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine Mind AdvertiserLISTING Your Alston Tascom, Inc...........................20 Record/Play Tek, Inc. ......................18 13512 Vintage Place Voice logging recorders Business Chino, CA 91710 574-848-5233 866-282-7266 fax: 574-848-5333 909-517-3660 email@example.com fax: 909-517-3670 www.recordplaytek.com www.alstontascom.com Shatz and Associates ........................24 Amtelco .......................................12, 40 Brokering and consulting services 800-356-9148 888-731-7002 Christine Michaels (not Q: or 608-838-4194 www.shatzandassociates.com By Christine Michaels pictured—that's Steve) is an fax: 608-838-8367 associate of TAS Marketing. firstname.lastname@example.org Startel ................................................39 Her main area of expertise is www.callcenter.amtelco.com 17661 Cowan Avenue assisting buyers and sellers to Irvine, CA 92614 I am purchasing a draft the legal documentation ATSI ..................................................18 800-782-7835 telemessaging call center necessary for closing the sale 12 Academy Avenue fax: 949-863-9650 and will be retaining the Atkinson, NH 03811 www.Startelcorp.com of a business. Steve Michaels existing staff. Since the purchase is a business broker with 603-362-9489 email@example.com Szeto Technologies .....................10, 11 has not yet closed, what should TAS Marketing and can be www.atsi.org Call Management Equipment I be aware of in terms of my contacted at 800-369-6126 888-421-3737 obligations and the seller’s or firstname.lastname@example.org for A: CenturiSoft........................................28 email@example.com obligations regarding the questions. His Web site is 800-866-1929 www.szeto.ca employees? www.tasmarketing.com. firstname.lastname@example.org www.CenturiSoft.com TAS Marketing.......................9, 31, 37 Business Brokers If you will be retaining the staff, one of the most Mastar ...............................................24 800-369-6126 important things needed from the seller before closing is 541-461-5235 fax: 406-827-4554 a list of all the employees detailing their salary work www.mastar.com email@example.com history, schedule, accrued vacation, sick pay accruals, benefits, www.tasmarketing.com OnviSource ...............................31 and hire dates. A buyer should be as familiar with the employees 2300 N. 10th TASbiller.............................................2 as possible before the actual closing date. Enid, OK 73701 800-545-1535 In addition, the purchase agreement should state that the 800-311-3025 firstname.lastname@example.org seller will compensate the buyer for the employees’ earned and www.onvisource.com www.tasbiller.com accrued vacation and sick pay. This can either be in a separate Outsourcing International Tasco..................................................29 check at the closing or deducted from the purchase price. Services Inc. ......................................13 888-558-2726 The agreement should also state that the buyer assumes no 24-hour agent outsourcing John Sophocles responsibilities to previous employees regarding pension plans 800-785-4766 email@example.com and other related commitments. The seller should also be Joe Truszkowski responsible for all wages, bonuses, state and federal withholdings, Professional Teledata, Inc................17 firstname.lastname@example.org 175 Canal Street group medical and life insurance (if existing), benefits, and other Manchester, NH 03101 Telescan, LLC.....................................6 taxes through to closing. The seller shall also continue to remit all 800-344-9944 10679 Midwest Industrial Blvd sums due to governmental entities or any other parties arising out email@example.com St. Louis, MO 63132 of such employment through the closing date of the sale. www.proteledata.com 800-770-7662 At closing, the buyer should receive from the seller all copies fax: 314-426-1357 www.telescan.net of personnel files of the employees and any restrictive covenants signed by the employees. The buyer should have all documentation prepared for the new employees, such as W-4s, FOR MORE INFORMATION I-9s, employee manuals, and nondisclosure and confidentiality about advertisers in Connections Magazine, visit our website: agreements. The main intent during a business sale is to have a clear www.ConnectionsMagazine.com and click on “buyers guide.” understanding of the responsibilities of both seller and buyer. Having a list of responsibilities for each party, along with the Our Advertisers make needed completion dates, helps keep the process orderly and efficient. This also helps eliminate any gray areas of doubt with Connections Magazine possible. new employees and gives them a good impression of the Please thank them for their continued capability and quality of the new owner, hopefully ensuring a support for this magazine. good future working relationship. Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 35 ASSOCIATIONS HOSTED SERVICES out, ADA compliant, built for Hewlett ASSOCIATIONS HCarpool yourSERVICESaccounts on the 2000. Excellent Packard in compliant, builtlocation with out, ADA compliant, built for Hewlett ASSOCIATIONS HOSTED SERVICES out, ADA for Hewlett T AS OSTED new service or Packard in 2000. per 1,000location with square 6 parking spaces Excellent location feet, latest, state-of-the-art equipment for only Packard in 2000. Excellent with T AS immediately. available spaces per 1,000 Call Karen 12 Academy Avenue Carpool your new service or accounts on the Carpool per seat &service or accounts on the $200 your new $.05 cents per minute. 6 parking spaces per 1,000 square feet, 6 parking square feet, Atkinson, NH 03811, USA latest, state-of-the-art equipment for only See thestate-of-the-art equipment for only latest, banner at www.tasmarketing.com Warner or Lew Manglos 208-345-9000. available immediately. Call Karen 12 Academy Avenue Marketing Charlene Glorieux available immediately. Call Karen 12 Academy Avenue $200 per seat & $.05 cents per minute. $200 per seat & at (800) 369-6126. or call them $.05 cents per minute. Atkinson, NH 03811, USA 866-896-ATSI • 03811, USA Atkinson, NH www.atsi.org See the banner at www.tasmarketing.com Warner or Lew Manglos 208-345-9000. Warner or Lew Manglos 208-345-9000. Marketing See the banner at www.tasmarketing.com Charlene Glorieux Charlene Glorieux or call them at (800) 369-6126. BUSINESS OPPORTUNITIES 866-896-ATSI • www.atsi.org ASSOCIATIONS• www.atsi.org or call them at (800) 369-6126. 866-896-ATSI CAM-X BUSINESS OPPORTUNITIES BUSINESS OPPORTUNITIES Start an compliant, service Hewlett out, ADA answering built for without Canadian Call Management Association SR HXECUTIVEERVICES E OSTED ECRUITING POSITIONS WANTED CAM-X 24 OliveCAM-X HELP ANTEDW Street, Unit #10 operators, equipment, service without Packard inanswering or a location with Start an 2000. Excellent Start an answering service without building. As Canadian Call Management Association Canadian Call Management Association TAS Grimsby, ON L3M 2B6, Canada HELP WANTEDSEARCH SPECIALISTS a “Check of the per Calla square feet, 6 parking spaces Month” Club member, 24 Olive Street, Unit #10 PREMIERyour new service or accounts Carpool EXECUTIVE HELP WANTED equipment byon the Seasonedequipment,1,000 building. As Cold or Marketer: operators, equipment, or a building. As 24 Olive Street, Unit #10 operators, Linda Osip 800-896-1054 placing Expand your help wanted searchfor only latest, state-of-the-art Grimsby,www.camx.ca Canada 12 Academy 2B6, Canada Grimsby, ON L3MAvenue • Search consultants to most of the top ten service you own immediately. Call Karen available of the Month”business and your Communications, a “Check of in: own Club member, ON L3M 2B6, your adyour seat &wanted50 of tominute. 500 Experience the Month” Club member, a “Check agencies per US Reach $200 in the here. $.05 cents the Fortune Expand your helpand over outper qualified, Linda Osip 800-896-1054 Atkinson, NH 03811, USA Expand banner atwanted search by placing Linda Osip 800-896-1054 companies. Small companies, too. by placing See the help www.tasmarketing.com search Marketing your of the208-345-9000. Warner or Lew Manglos Commercialus. all outsource Software, business and you own your own business and work to & Marketing experienced, industry employees. Email your you own own www.camx.ca Charlene Glorieux BILINGUALwww.camx.ca your ad here. Reach out to qualified, your ad here. Reach aout to resumé file or call them using 25,000 qualified, • All custom searchesat (800) 369-6126. Economical and simple. With guaran- Personal Lines of Insurance, aNetwork 866-896-ATSI • www.atsi.org ad to Connect@ ConnectionsMagazine.com. your outsource all of the work to us. outsource all of the work to us. experienced, proactive employees. Email your experienced, industry calling. plus extensive industry employees. Email CALL CENTERS Economical O BUSINESShowsimple. With a guaran- Marketing-Health Carelose? guaran- Economical and PPORTUNITIES us teed buyout,and simple. can you Products, With a Call ad to Connect@ ConnectionsMagazine.com. • Dedicated telesales/customer service searches ad to Connect@ ConnectionsMagazine.com. POSITIONS first and the best! since 1981—the WANTED at 800-369-6126. todaybuyout, how can you lose? Call us Contact One Call Center CAM-X Mortgage Financing-(FSBO leads). teed buyout, how can you lose? Call us teed BILINGUAL CALL CENTERS BILINGUAL CALL CENTERS Email an800-369-6126. answering service without Start at 800-369-6126. Canadian Call Management Association Dan Rogers Center POSITIONS WANTED today marketing campaigns and phone Contact One Call Center POSITIONS W & Associates HELP R.L. BencinANTEDProspector: today at Contact One Call #10 W Cold 24 Olive Street, Unit SeasonedANTED Call SEEKING ACQUISITIONS follow-up; will work a all US As operators, equipment, orin building. and 800-278-3347 440-526-6726 • firstname.lastname@example.org Dan Rogers Dan Rogers Grimsby, ON L3M 2B6, Canada SERIOUS your you plusBUYER own business and email@example.com Experience www.RLBencin.com in communication (2 way SEEKING A Month” Club member, SEEKING theCQUISITIONS a “Check of ACQUISITIONS hourly Canadian time zones. Charges: Linda800-278-3347 Seasoned Cold Call Prospector: 800-278-3347 Osip 800-896-1054 nationwide Well known all of the work to us. outsourceand reputableTucson, call center Seasoned Cold Call Prospector: Expand your help wanted search by placing Spanish / English SERIOUS BUYER SERIOUS BUYER HOSTED Scell phones) and message radio,ad here. ERVICES to qualified, paging, Reach out rate own phone expenses. Contact firstname.lastname@example.org www.camx.ca looking Cohen in Bert to acquire inbound call centers/answering Experience in communication (2 way email@example.com Experience in communication (2 way your Well known and reputable nationwideacall center Economicaland reputableor 520-818-3785. Well knowncash. simple. With call center firstname.lastname@example.org nationwide in place services for andEverything to remainguaran- radio, paging, Charges: hourly message dispatching. industry employees.rate plus Spanish / English experienced, cell phones) and Email your AZ at Spanish / English looking to acquire inbound call centers/answering teedas is:to acquire equipment, agents – the lot! us radio, paging, cell phones) and message looking location, inbound call lose? Call If and buyout, how can youcenters/answering phone a new answering service without plus Start expenses. Contact BertCohen ad to Connect@ ConnectionsMagazine.com. the in services forfor Everything to remain place cash. Everything Looking800-369-6126. to remain in Start dispatching. Charges: hourly rate plus what atfor cash.your center is as important services todayhappens tocall employeeswork? inlot! If place dispatching. Charges: hourly rate and as is: location, equipment, agents – the lot! If phone expenses. Contact BertCohen or at bmc41782@ aol.com Tucson, AZ, or carpool your existing accounts is: location, equipment, agents – the ad to and as as getting a fair price, then you need to call ILINGUAL CALL CENTERS BILINGUAL CALL CENTERS start-up expenses. Contact BertCohen in phone costs in to youjob search here. Email your happens to your employees is your what happens as important POSITIONS WANTED banners ator Contact One Call Center 520-818-3785. bmc41782@ aol.com us first. We to aCQUISITIONS what A 350employees is need to call SEEKINGare ayour price, then youas important for a guaranteed 15%. Check the Tucson, AZ, at bmc41782@ aol.com or strong Employee-Owned Tucson, AZ, at to you as getting a fair price, then you need to call to you as getting fair www.tasmarketing.com. Or call (800) 369-6126. Dan Rogers Company compliant, your employees will where built for Hewlett out, ADA(ESOP) 350 strong Employee-Owned 520-818-3785. 24/7 Custom Bilingual Call ASSOCIATIONS Center and Answering 520-818-3785. us first. We are a 350 strong Employee-Owned us first. We are a Connect@ConnectionsMagazine.com. Call800-278-3347 Looking for Cold center work? Start Seasoned call Call Prospector: (800) 270-7030 Today! 24/7 Custom Bilingual Call Center and Answering TAS your job Marketing Experience Scall center work?(2 ad to HOSTED incall center work? Start now share in the ongoing financial strength of the Company BUYER Packard in 2000.where your employees with BUSINESSESwhere your ALE SERIOUS (ESOP) FOR S employees will Company company. (ESOP) Excellent location will email@example.com Looking search here. Email your Start 24/7 Custom Bilingual Call Center and Answering ERVICES Looking for communication way firstname.lastname@example.org • www.goacanow.com Well known and reputablefinancial strength of the now share in the ongoing nationwide call of the 6now share inspaces perfinancial strengthcenter for Call (800) 270-7030 Today! Call (800) 270-7030 Today! parking the ongoing 1,000 square feet, Connect@ConnectionsMagazine.com. to Spanish www.goacanow.com email@example.com/• English Contact: acquire inbound call looking toGrant Sibley 800-955-9888 or email your paging, cell phones) and message radio, job search here. Email your ad to company. your job search here. Email your ad available Business centers/answering company. TAS firstname.lastname@example.org • www.goacanow.com HCarpoolWANTED hourly rate plus ELP your Charges: dispatching. new service or accounts on the email@example.com remain in place services for cash.Sibley 800-955-9888 or email Contact: or Lew Everything to Connect@ConnectionsMagazine.com. Connect@ConnectionsMagazine.com. Contact: Grant Sibley 800-955-9888the lot! Grant Manglos agents – or email latest, state-of-the-art equipment for BUSINESSES FOR SALE only List your immediately. Call go to Here; Karen 12 Academy Avenuecall centers. and as is: Warner location, equipment, 208-345-9000. www.connectionsmagazine.com/ads If $200 per seat & Contact BertCohen phone expenses. $.05 cents per minute. in firstname.lastname@example.org email@example.com OUTSOURCE CALL CENTERS CALL C O UTSOURCE C ALL CUSA OCenters that provideC 03811, ENTERS Atkinson, service to CENTERS Call UTSOURCENH ALL other call centers OUTSOURCE services to otherENTERS TASCO to your employees what happens MESSAGE is as important BUSINESSES FOR SALE serving BUSINESSES www.tasmarketing.com Director AZ, at bmc41782@ aol.com or Tucson, of Participant Operations sought See the banner at FOR SALE Marketing $345 Call Centers thatCharlene Glorieux call centers. Byou as to USINESS OPPORTUNITIES call NVESTOR fair price, then you need to ITASCO getting aWANTEDCENTERS Call Centers that provide Profitable turnkey business for CauseForce, (800) American or call them 520-818-3785. aatNorth 369-6126. event 866-896-ATSI • www.atsi.org MESSAGE CENTERS Personalized Communications usSeeking full are a TASstrong Employee-Owned first. MESSAGE centers CENTERS TASCOWe service350 CENTERS Call Centers that provide services to other call centers. aserving only 123 accounts and billing in whop- Profitable turnkey business L.A., producer. turnkey business serving provide services to other Profitable Headquartered Stan Gardner Companyfull serviceon cash or deferreddynamic, Seeking service whereTAS centers employees will Start an(ESOP) coordinateservicetax advisor. Mostly fullanswering youror accounts only. TASCO MESSAGE CENTERS TASCO MESSAGE or accounts only. Personalized Call Center and Answering 24/7 Custom Bilingual Communications ping 123 accounts and inwork? Start only 123 accounts and That’s and $39K call center Canada Looking for per month.billing a whop- Communications Personalized270-7030 Today! CauseForce has offices billing a whop- CAM-X only Call800-232-3321 share closings on cash or deferred payment As financial building. strength transactions. the ongoingcenters or accounts of the nowPromptinWe will oncenterwith your $500,000 Canadian(800)Management Association Prompt closings payment Stan Gardner average per $180+ with onlyyour ad to client million for cancer 1% $345 med- Seeking medical, growing, without Stan Gardner Call has job search month. That’s $345 ping $39K per month. That’s your raised per here. Email company. equitycoordinate with your tax advisor. TAS only. firstname.lastname@example.org ping $39K email@example.com • www.goacanow.com 800-232-3321 HELP WPosition with only 1% med- seeks metropolitan call cash or deferred payment 24 Olive Street, Unit #10 800-232-3321 ANTED charities.per client manages equipment ical. Utilizing sophisticated 4 regional Prompt closings operators,established company since 1938. Connect@ConnectionsMagazine.com. average per client with only 1% med- Long equipment, or a www.per-com.com average firstname.lastname@example.org Grimsby, ON L3M 2B6, Canada ownestablished 800-955-9888 Contact: Grant Sibleycompany since 1938. email art equipment, great 888-558-2726. or and email@example.com transactions. We will coordinate with your tax advisor. minimum of Sophocles or email to discuss. with PRIs, this 15+ year in Canada, operations managers based answering ical. Utilizing sophisticated equipment Call John will Month” State-of-the- “Check We the investor.Club member, atransactions.established company since 1938. firstname.lastname@example.org to discuss. ical. Utilizing sophisticated by placing Expand your help wanted searchequipment www.per-com.com Linda Osip 800-896-1054 Long www.per-com.com Long Confidential management, BUSINESSES FORyear answering is supervise SALECanadian service turnasking 15+staffor 12.4 times $495K in 7 with PRIs, this 15+ year qualified, who in here. Reach out toanswering you Call Johnyour ownemail to discuss. and Very business www.camx.ca with PRIs, this your ad Call John Sophocles or email Sophocles or OUTSOURCE CALL CENTERS but worth asking a 33% or 12.4 times service is offices. is asking $495K or 12.4 times with $495K develop/retain it Director will profit margin. staff. Poised for explosive growth. John@TascoMessageCenters.com all of 888-558-2726. outsource Confidential the work to us. C C H service The experienced, industry employees. Email your Very Confidential 888-558-2726. Very CallALL that provide services to other call centers. Centers ENTERS FOR IRE but worth with a business margin. Profitable itturnkey 33% profit serving Broker 800-369-6126. effect, telephone Great investment/return for right Economical and simple. With a guaran- John@TascoMessageCenters.com ad to Connect@who are, 33% profit margin. but worth with a in teammates, it ConnectionsMagazine.com. John@TascoMessageCenters.com TASCO MESSAGE CENTERS fair offer company. CENTERS A TASCO MESSAGEContact Call at Personalized Communications only 123 customer service representatives. sales and accounts and billing a whop- teed buyout, how established, reputable individual orby an can you lose? Rick us Randy Anderson 800-508-9936 BILINGUAL CALL CENTERS Broker 800-369-6126. Broker 800-369-6126. Stan Gardner Seeking full service TAS centers or accounts only.or company for your commercial List your CompetitiveBusiness Here; go to ping $39K perWANTEDw/benefits. POSITIONS month. That’s $345 800-272-6933. an established, reputable www.taction.com today at 800-369-6126. A fair offer by an established, reputable Contact One Call Center 24/7 salary A fair offer by Randy Anderson 800-508-9936 800-232-3321 Randy center providing exceptional Boutique contact Anderson 800-508-9936 www.connectionsmagazine.com/ ads average per client with only 1%go to med- Prompt answering deferred payment medicalclosings on cash orcommercial or companyWefor coordinate commercial or service (with List your Business Here; go to company for your with your Dan by phone, customer service and salesRogers live chat & e-mail www.taction.com Requirements: 5-8 years experience List your Business Here; will your email@example.com www.taction.com ical. Utilizing sophisticated equipment transactions. SEEKING AQUISITIONS tax advisor. S without equipment). 1938. (with orEEKING ACQUISITIONS (with Contact Boutique contact center providing exceptional 24/7 800-278-3347 www.connectionsmagazine.com/ ads in Seasoned Cold Call Prospector: answering service medical established companyservice www.per-com.com chat & e-mail Boutique contact center providing exceptional 24/7 managing sales-oriented teams medical answering since www.connectionsmagazine.com/ AVAILABLE C 15+CENTER Sads Long customer service and sales by phone, live chat & e-mail SERIOUS BUYER with PRIs, thisALLTravel answering PACE year to Canada toll-free at or email to Call John Sophocles 866-388-0772 Ronwithout equipment). discuss. or firstname.lastname@example.org customer service and sales by phone, live Experience in communication (2 way remote locations; or without equipment). Contact or Contact Well known and reputable nationwide email@example.com. call center radio, paging, CALL CENTER SPACE AVAILABLE CALL CENTER Stimes service is asking $495K or 12.4 PACE firstname.lastname@example.org. Spanish / ERVICES EMPLOYMENT SEnglish AVAILABLE cell Space Available For (position based phones) and message in Los Angeles); Very Confidential 888-558-2726. Ron toll-free at 866-388-0772 or looking to acquire inbound call centers/answering To be included in the Ron toll-free at 866-388-0772 or Call Center but worth it Office 33% profitrate plus Background with a Charges: hourly margin. John@TascoMessageCenters.com Premiumcash. services for quality accounts. place closing forby Everything to remain inLong dispatching. in telesales/telemarketing email@example.com. Premium price and prompt cash Marketplace listings, To be included in the Turn-key call Lease. 800-369-6126. center locatedFor Call Center Office Space Available in in A fair is: location,an established, – the lot! If established, equipment, and as Premium price and agents reputable To be included in at Broker expenses. Contact BertCohenFor contact Valerie the Call Center Office Space Available phone preferred; Bachelor’s degree and valid Idaho. 20,000+ square feet, Boise, Turn-key call center located in offer price and prompt cash closing fortoquality accounts. Long what happens company foryour employees is as important Marketplace listings, Marketplace listings, Lease. Turn-key call center aol.com or prompt cash Randy Anderson 800-508-9936 866-668-6694 Lease. passport; AZ, at bmc41782@ located in Tucson, French-speaking a plus. Contact: reputable Minnesota established,a fair price, service to call to you as getting reputable Minnesota medical answering then you need(with contact ValerieCENTER contact Valerie at Boise, Idaho. 20,000+ floor mccor- raised data cable accessHere; through- List your &Business search@ gofeet, your commercial or square to Boise, Idaho. 20,000+ square feet, closing for quality accounts. Long www.taction.com THE CALL at 520-818-3785. McCormack Associates: or first. We are equipment). Contact us without a • strong Employee-Owned www.connectionsmagazine.com350 Connections Magazine 866-668-6694 established, reputable Minnesota Boutique CTOBER 2007 36 • Ocontact center providing exceptional 24/7 866-668-6694 INDUSTRY'S PREMIER www.connectionsmagazine.com/ ads raised data cable access floor through- raised data cable access floor through- mackassociates.com, 323-549-9200; details 36 •Custom Bilingual Callphone, live for Jobse-mail customer service and sales by & Search chat & Free! 36 • OCTOBERResumeCenter and Answering 24/7 O Post Your 2007 Company (ESOP) Ron toll-free where your employees will EMPLOYMENT WEBSITE www.connectionsmagazine.com • Connections Magazine www.connectionsmagazine.com at Connections Magazine • 866-388-0772 or Looking for call center work? Start now share in the ongoing financial strength of the at www.mccormackassociates.com/ Call (800) 270-7030 Today! ENTER S ad to AVAILABLE CALL CEmail yourPACE company. Candidates: CTOBER 2007 your job search here. firstname.lastname@example.org • States &in the Tothroughout the Unitedwww.goacanow.com searches.asp. Employers: Post Available Job Opportunities Connect@ConnectionsMagazine.com. email@example.com. Contact: Grant Sibley 800-955-9888 or email be included Canada. Expand your Office Space Available For Call Center help wanted search by placing firstname.lastname@example.org FOR A LIMITED listings, Marketplace TIME… BUSINESSES FOR S to qualified, Lease. Turn-key call center located in your ad here. Reach out ALE Premium price and prompt cash Buy One Job Posting, Get One Free. closing for quality accounts. Long OUTSOURCE CALL60 Days. contact Valerie at Jobs Stay Active for CENTERS Boise, Idaho. 20,000+ square feet, experienced, industry employees. 866-668-6694 Call Centers that provide services to other call centers. 1-800-946-2693 • www.CallCenterClassifieds.com Profitable turnkey business serving raised data cable access floor through- established, reputable Minnesota TASCO MESSAGE CENTERS TASCO MESSAGE CENTERS • OCTOBER Communications 36 Personalized2007 Seeking full service • centers or accounts only. www.connectionsmagazine.com TASConnections Magazine only 123 accounts and billing a whop- Stan Gardner ping $39K per month. That’s $345 800-232-3321 Prompt closings on cash or deferred payment 36 • JUNE 2008 average per client with only 1% med- www.connectionsmagazine.com • Connections Magazine email@example.com transactions. We will coordinate with your tax advisor. ical. Utilizing sophisticated equipment www.per-com.com Long established company since 1938. with PRIs, this 15+ year answering Call John Sophocles or email to discuss. service is asking $495K or 12.4 times Very Confidential 888-558-2726. and as is: location, equipment, agents – the lot! If what happens to your employees is as important m or to you as getting a fair price, then you need to call 350 Connections Magazine Classified Ads are on-line: us first. We are a All strong Employee-Owned DID YOU KNOW? Company (ESOP) where your employees will Start now share in the ongoing financial strength of the www.connectionsmagazine.com/adsclassified company. d to Contact: Grant Sibley 800-955-9888 or email To place your classified ad, go to firstname.lastname@example.org www.connectionsmagazine.com/secure/classified.html ving Established telephone answering serv- TASCO MESSAGE CENTERS TASCO MESSAGE CENTERS Web and Desktop hop- ice is interested in purchasing your 345 Seeking full service TAS centers or accounts only. Caller-ID and Messaging Applications answering service accounts. Offering med- Prompt closings on cash or deferred payment Paper & Paperless Systems transactions. We will coordinate with your tax advisor. top dollar, quick closing and smooth ment Introducing WebStar, KisStar, PollStar, IdStar Long established company since 1938. transition for you and your clients. ring Call John Sophocles or email to discuss. Contact John at 866-639-2957 or mes Very Confidential 888-558-2726. email@example.com. John@TascoMessageCenters.com USED EQUIPMENT FOR SALE rgin. A fair offer by an established, reputable SERVICES CadCom LineMaster 3600 (2 cabinets) A fair offer your established, reputable company forby an commercial or medical complete 8-position system, with voice to company service commercial or answering for your(with or without Do you provide services to call centers? Place mail, spare cards, pieces, and parts. your ad at www.connectionsmagazine.com/ s medical answering toll-free (with equipment). Contact Ronservice at 866- ads/info.html. Make an offer. Call 888-277-6440 or without equipment). Contact 388-0772 or firstname.lastname@example.org. ACE Ron toll-free at 866-388-0772 or Startel 5700, 8 positions, 2 T-1 cards, email@example.com. EQUIPMENT WANTED Reputable nationwide call center owner with order entry, email & fax or only For interested inprice and your company. d in Premium purchasing prompt cash Used AXON voice mail in working $16k. 800-369-6126. closing for your clients the attention We will give quality accounts. Long condition also zip drive for 8000; eet, they deserve.reputable Minnesota Contact Nicholas Teledata FMDS fax and email server, ugh- established, please contact John at 978-977- at 888-422-7352 ext 1500 or 3888 and leave a message or email $2,400 obo. Call 800-932-8032. w.connectionsmagazine.com • Connections Magazine firstname.lastname@example.org. email@example.com Startel model 2050: 4 positions, good I NEED YOUR ANSWERING SERVICE Are you looking for used equipment? Place your working condition, also 2 Motorola Established telephone answering service ad here! Go to www.connectionsmagazine.com/ alpha mates. All sold as is: $3500.00 or is interested in purchasing your ads/info.html. best offer. Call 662-378-2255. answering service and/or accounts. Offering top dollar, quick closing and a NEW EQUIPMENT FOR SALE smooth transition for you and your clients. Contact Sandra at 800-698-0830 Voice Logging Recorders DID YOU Easily records ALL conversations—just click and play KNOW? TAS Owners, time to retire 574-848-5233 All Connections Magazine Classified Ads are on-line: or cash out? Record/Play Tek, Inc. www.connectionsmagazine.com/adsclassified GET YOUR AFFAIRS IN ORDER! AnsweringServiceCare.com, has been www.recordplaytek.com providing quality service since 1974. We wish to acquire established answering services on generous terms and for a fair price. Our goal is to continue your reputation of quality and service. Your TAS Marketing is offering a FREE EVALUATION for any staff can become our staff. Confidential. telephone answering service. We understand how Call Michael at 954-969-2336. important it is to have your business as well as your personal affairs in order in cases of: AnsweringServiceCare.com • Death in the Family • Separation • Divorce • Estate Valuation We PAY CASH For Your TAS. Don’t leave your loved ones vulnerable to unscrupulous Buyers who We, ACCC, have been in may want to take advantage of a situation. Get a FREE Evaluation of your business for 21 years. company from TAS Marketing. Offering you peace of mind… just in case! CONFIDENTIAL! Call Doris 1-800-785-9436. References available! Top Dollar paid for your answering service. Qualified cash buyers looking for entire businesses or accounts only. TAS Marketing (800) 369-6126 Serving the TAS industry with integrity, honesty and professionalism for over 29 years 233 Whitepine Creek Road • Trout Creek, Montana 59874 • firstname.lastname@example.org • www.tasmarketing.com Call us first! 800-369-6126. Connections Magazine • www.connectionsmagazine.com JUNE 2008 • 37 coming All new listings or changes are italicized Events See the most recent updates online: www.ConnectionsMagazine.com/events.html To have your group’s events included in Connections Magazine’s “Upcoming Events” calendar and on our Website, please email your information to: Peter@ConnectionsMagazine.com June 18-21, 2008 October 5-8, 2008 ATSI Annual Convention 2008 ATA Annual Convention & Expo & Expo Hyatt Regency Union Station Grand Hyatt San Antonio St. Louis, MO San Antonio, TX For info contact For more information, visit 866-896-ATSI www.ataconnect.org or call 317-816-9336. September 17-19, 2008 PIN Fall Training October 13-15 2008 Manchester, NH – ASTAA Annual Meeting Radisson Hotel Baltimore, MD – Contact Dan L’Heureux at Sheraton Towson 763-473-0210 or Contact Dan L’Heureux at Dan@CallConsult.net 763-473-0210, Dan@CallConsult.net. September 21-23, 2008 WSTA Annual Meeting November 9-11 2008 Hilton San Diego – STA Annual Meeting Gas Lamp Quarter The Inn at Christmas Place, Contact Dan L’Heureux at Pigeon Forge, TN 877-754-4103, Contact Dan L’Heureux at Dan@CallConsult.net, or visit 800-475-0857, www.wstaonline.org. Dan@CallConsult.net, or visit www.sta-assoc.org. September 23-26, 2008 CAM-X 44th Annual Convention March 15-18 2009 & Trade Show TeamSNUG Annual Meeting Deerhurst Resort Chicago, IL – (www.deerhurstresort.com) Hard Rock Hotel Huntsville, ON www.teamsnug.com Contact: Linda Osip, Contact Dan L’Heureux at Executive Director at 763-473-0210 or email@example.com or Dan@CallConsult.net. 800-896-1054. 38 • JUNE 2008 www.connectionsmagazine.com • Connections Magazine Change Service Requested Presorted Standard U.S. Postage PAID Permit #21 48955 Hickory Lane • Mattawan, MI 49071 Freeport Ohio 43973 firstname.lastname@example.org • www.connectionsmagazine.com To Update Mailing Label Call 866-668-6695 Client Management Intelligence and CMI Diamond can Double or Triple Your Revenue when you turn each message into Web-based contact management records for your accounts.