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A newsletter about the teleservices industry

A letter from Art Conway, CEO of DialAmerica

A profitable sales performance model is based on two key metrics - new customers gained and existing customers retained. This may sound like a simple equation, but in today's competitive marketplace the art of selling has become much more challenging. Long-term business success is built on more than generating new sales. It includes up-selling and crossselling to existing customers, re-activating dormant accounts and building ongoing customer loyalty

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The Cost-Effective Solution for Outbound Calling

Well-known sales columnist Geoffrey James recently wrote a column answering five crucial sales questions. Among the questions addressed is the validity of the 'cold-call' in modern sales practice. James' conclusion is that cold-calling is alive and well

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The Bottom-Line Importance of Positive Customer Service

The quality of a company's customer service can significantly, and positively, impact opportunities for repeat sales, customer loyalty and overall profitability. According to a study by analytics firm ForeSee that was recently featured in ZDNet

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The Greater Cost of Losing Customers Contact Centers Build Relationships, Loyalty and Revenue

Each year, a number of new studies and articles look to address the issue of customer attrition and why it happens. Recently, Fast Company released an article, "Attention Must Be Paid -- Or It Will Cost You Business", that dives right into the heart of this issue

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