Where the only call that matters is yours….

Nurturing Relationships

QCSS embraces communication and innovation to

transform human interactions into powerful &
passionate customer experiences.

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Q-OUTBOUND CALL CENTER SERVICES

•Lead Generation / Qualification 

•Appointment Setting
•Sales (Up-Selling & Cross-Selling)
•Database / List Updating & Maintenance
•Event & Seminar Registrations
•Data Entry

Q- INBOUND CALL CENTER SERVICES

•Lead Generation / Qualification 

•Customer Service 
•Sales (Up-Selling & Cross-Selling)
•Database Management 
•Event & Seminar Registrations
•Market Research/Surveys 
•Membership Application Fulfillment
•Direct Response / Support-TV & Radio Commercials & Infomercials, Website, Print Ads
•Help Desk-Troubleshoot-Products, Services 

QCSS offers extended business hours as well as 24/7 upon request.

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We are QCSS, Quality Customer Service and Sales and have been answering these questions
while nurturing our client’s customers for retention for many industries for over 17 years. We
do so with a dedicated team of telephone sales representatives, a quality assurance staff and
the best calling technology on the market. Our strategic partnering with our clients has
resulted in greater customer and employee retention for our clients and solid sales growth
while freeing up our clients resources, allowing them to focus on their core business. We take
the guesswork and fear of loss out of any sales or business development program.

Before we begin each project, we take the time to fully understand what our client’s pain
points may be and how we can heal them. We then determine the objective of the campaign,
target a very specific audience, (your perfect looking client replicated) and then the message is
created for scripting. We train our staff on your project and we commence calling with our
experienced team.

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• QCSS will work with you to customize a script that will
provide a seamless extension of your company’s sales team &
drive productivity.

• Our professionally trained agents will then use this script as

a guideline for their phone conversations.

• All scripts include a detailed FAQ page to give our agents

the confidence and knowledge they need to represent your
company.

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Each campaign will have dispositions which will tell you how each call ended.

We will design these dispositions specifically for your campaign needs.

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QCSS has state of the art predictive dialing technology which allows us to
dial approximately 40-50 dials per hour on a B2B campaign.

We have benchmarked that out of those 40-50 dials they will be able to
pitch 5-7 contacts per hour.

Our technology quadruples what one person in your office can dial & pitch
in an hour on a regular phone creating more opportunities to build your
pipeline and close the sales.

Our technology also allows us to use your office number as caller ID so

that your number & Company names shows up when we make the calls.

By:

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• This is a typical call flow:

• The call is sent to the agent’s desktop

• The agent will begin the call by getting through to the correct contact
• Once the correct contact is obtained they being the conversation
• The agent is trained to gather marketing intelligence based on the qualifiers that
you set forth & information fields that you want to capture
• From there the call is put into a sales stage. Some will go right into an
appointment / sale. Others will be emailed information to review before making a
commitment. Any of the prospects who are not closed on the call will be recycled
for follow up.

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• Some prospects will not make a commitment without reviewing information on your
company.

• Our dialing technology allows us to email your company information to prospects with instant
delivery in 1 click.

• We will develop a personalized introduction letter that we will send to the prospects with any
attachment on information that you provide.

• All emails are sent on behalf of your company- providing a seamless extension.

• All Email Responses are managed by QCSS to free up your time.

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The prospect’s email address will
automatically populate as well as their first
name so you have a professional &
personalized email going out.

Next to the arrow is the slot for the

attachment on your companies information.

All of this is in read only format so mistakes

cannot happen & your information is getting
out accurately.

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When our agents produce a Lead they will wrap the call up as soon as
possible noting all of the pertinent notes & data needed. After this step
two emails will be sent out.

1.) Will be a confirmation to the prospect thanking them for the time &
confirming the time & date set up / sale & cost.

2.) Will be an emailing notifying you immediately of the appointment / sale.

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Email to our Client Email to Prospect

From an agent’s perspective

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Hello Deana,

Here is your confirmation in regards to the discovery appointment you

just made with QCSS (Quality Customer Service and Sales). I look
forward to meeting you to learn more about your company on Monday,
MAY 5 at 10:00 AM.
Have a great day!
Best regards,

Karin Hall
COO
QCSS, Inc.
275 W. Dundee Rd
Buffalo Grove, IL, 60089
Email: khall@qcssinc.com
Phone: 847-229-7046

Appointment Day: Monday

Appointment Month: MAY
Appointment Date: 5
Appointment Time: 10:00 AM
Contact Phone Number: 8472297047
Contact Phone Extension:
Company Name:
First Name: Deana
Last Name: Skyles
Title: Director of Marketing
Address: 275 W Dundee
City: Buffalo Grove
State: IL
Zip: 60089
Email Address: Dskyles@qcssinc.com

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From: QCSS Client Services
Sent: Monday, April 28, 2008 12:56 PM
To: Karin Hall
Subject: QCSS Appointment Made
 
Appointment Day: Monday Appointment Month: MAY
Appointment Date: 5 Appointment Time: 10:00 AM
Contact Phone Number: 8472297047
Contact Phone Extension: 235
Company Name: QCSS Inc.
First Name: Deana Last Name: Skyles Title: Director of Marketing
Address: 275 W Dundee
City: Buffalo Grove State: IL Zip: 60089
Email Address: Dskyles@qcssinc.com
Industry: Outsource
Employees: 120
Revenues: 25 million

Is any of this happening to you currently within your sales team or customer service? Yes

If there were several things you could change currently about your processes or current
results, what would that be (sales or inbound)? Making the staff more efficient  

How many people are currently a part of your sales team? 45

How do you attain new customers? Referrals 

Have you ever used an outside company to generate leads, appointments, sales or take your inbound
calls? No

Comments: 4/10 Very interested in meeting to discuss the possibility of working together.

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Each day you will receive a recap all of the leads that were generated for the
day with all information included.

This will arrive to your inbox by 10pm CST every evening. It will be in xls /
csv format.

Your leads will look similar to below (only with more information)

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Reports are emailed weekly
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• You will be getting an introduction call from our Operations Manager on the day your program launches.
They will be going through any questions you may have on your campaign as well as running through the
findings from the launch. As part of our commitment to you for Quality Assurance & Project
Management you will receive a call every Monday to go through the prior week’s calling report and
productivity. In these sessions we will be looking to you to share how your leads /appointments / sales are
going and any feedback you may have.

• This feedback is what really drives a successful program- as it allows us to mold and make improvements
in areas where we may need work on and continue to strengthen the areas that we are excelling in.

• We also invite all of our clients to remote monitor the representatives on their program as the program
rolls out. This is an excellent opportunity for you to build confidence and trust in our agents and in the
program.

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• After you sign your contract we will need the following to create a seamless
• campaign for you:

•  Email Distribution List for Leads / Reports

•  Target Titles for Program

 
• Call Qualifications that Absolutely Must be Met

•  Your Company Logo

•  List Procurement- We can collaborate with you to obtain leads in your target market

• Email Now Piece: This will go to the contacts that we reach that would like to review more information before they commit. It should be 1-2 pages
highlighting your product or service and should be clean.

• Calendar Access to set appointments

• Script: QCSS will assist in the marketing & strategic development of the script. We would need the following:
FAQ Page with back ground information on your company.
All qualifiers
Straight text (no bullet points / margins / ect)
Any Rebuttals we may encounter

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 We look forward to launching a successful campaign
with you!

If you have any further questions please feel free to email

khall@qcssinc.com

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