Archive for the 'MSN Updates' Category

Published by admin on 19 Sep 2013

The Workplace Revolution Project


Many of us once had dreams when we were idealistic students of what our working world would look like. Perhaps those dreams involved instant respect, credibility, and success. Some of us may have had delusions of grandeur where we envisioned ourselves starting out at the top. Maybe your dreams included an imaginary office you created in your mind where people save the world.

It seems for most of us those dreams quickly fade as we settle into what we think is the inevitable reality. Maybe your boss, your co-workers, or your family even told you “welcome to the real world” when you expressed your disappointment. Starting out at the top turned into an “entry level” position of running personal errands for your boss and making coffee, while doing all the other tasks that no one else wanted to do. The team concept was traded for survival mode and you spend your days navigating office politics, and wondering if your work even matters.

But what if things could be different? What if those dreams of yours were not just dreams, but could be a reality? What if your work could be fulfilling, purposeful, and awesome? What if you could work with a team of talented people that COULD change the world? What if you chose not to accept the “welcome to the real world” mentality and instead could change your work world for the better?

A small group of thoughtful people could change the world. Indeed, it’s the only thing that ever has.
Margaret Mead

Marketing Support Network has a heritage of 32 years of success in customer support and marketing services and the contact center industry. In a competitive market, MSN has continued to grow in large part because of the core values, integrity, and passion for excellence instilled by our founding partners. It is these values embodied by our team, and delivered through our services, that makes us proud to seek out partners whose needs we can meet. We are inspired to take this foundation and build on it, attracting amazing people to our team, so that we can serve our clients better than ever.

In this technological age we face additional challenges in the workplace, especially in the contact center industry. We want to be very intentional about encouraging teamwork, fostering creativity, and maintaining an enjoyable physical working environment, all while continuing to grow and being progressive in our technology and services.

This is how our Workplace Revolution project was born. We brought together representatives from all of our departments and brainstormed how we could do life at work better together. We talked about how we could make changes that will positively impact employee engagement and retention, as well as client service and productivity. We wanted to develop ways that we could better serve our team, so that they could better serve our clients and their customers.

Through our Workplace Revolution we hope to make sustainable changes that benefit both our internal team and our clients and their customers. Change can be challenging, even when positive. We agreed that the changes need to be incremental so that they would not be a distraction from the important work that we do. We also decided that the changes must be affordable for even a small business so that they can be easily replicated and implemented anywhere. We hope that you will follow our efforts in this endeavor and be inspired to rethink the dreams of your former idealistic self.

We are striving together as a team towards a common purpose. To begin this journey you need the core foundation of a solid team mission, vision, and values that we are thankful to have at MSN. Will you join us? Will you revolutionize your workplace for yourself, your team, and for your customers? We invite you to share your ideas and feedback on positive things you have done in your workplace. We look forward to hearing from you!

Published by admin on 12 Sep 2013

How To Choose a Call Center Blog Series

New Picture1


10.Do their values match yours and that of your customers? Do you believe in them and do they believe in you?

The mission and vision of the contact center is the foundation for their work and your relationship. It is like any new relationship, sharing the same core values allows for a deeper, more beneficial engagement that will last. If the contact center does not know what their mission, vision and values are, where are they going to take you and your customers? And are they even going to exist in a few years? Having a conversation about culture will allow you to identify if the contact center is a match with your vision and values. You want a seamless experience for your customers and you want your contact center to function as your true partner.  For this to be possible they have to believe in you and you have to believe in them. This is only possible with a foundation of shared values.

With these building blocks, built on a foundation of shared values,  and driven by a genuine passion for your success, your contact center partner can leverage your brand and enable you to achieve more than you ever could achieve on your own.

Published by admin on 05 Sep 2013

How To Choose a Call Center Blog Series

quality-blocks1 (1)1

9. Do they encourage accountability and demonstrate their value through relevant reporting?

Most contact centers will probably say that they have a quality assurance process in place but what that means can vary greatly. A quality assurance process should include both qualitative and quantitative measures. Calls and screens should be monitored on a consistent basis. Calls should be recorded. The leadership team should be tracking agreed upon Key Performance Indicators (KPI’s) and service levels and providing reports on a consistent basis for accountability.

Reporting is one of our best indicators of the quality of service and your ROI with your contact center partner. I have been so surprised by the number of companies who have told me that their contact center was not providing them with any type of reports They would get a bill and not even know how many minutes of calling occurred to validate the amount owed. A good contact center partner insists on the accountability and transparency provided through reporting. The contact center should be open and transparent about their process for the ongoing training and improvement of staff. As your partner the contact center should provide you with proactive ideas and feedback about how the overall customer service process can be improved and streamlined.  You will get a report from us even if you do not want one.

Published by admin on 15 Aug 2013

How To Choose a Call Center Blog Series

 business 3

6. Will they be a true partner that integrates seamlessly with your operations and cares about your success like you do?

Often when people think of outsourcing they think of a company far away, disconnected from their internal team. Our model is one of business partnership where we view ourselves as a seamless extension of your internal team. Your customer service process and the feedback your customers provide through front line contact channels is valuable, and quite frankly, crucial to your business. A successful contact center partnership is one where your partner views your success as their success and provides you with resources to improve and grow your business. When evaluating potential contact center partners you want to evaluate their location and accessibility.  Relational proximity and responsiveness of the contact center’s team to the needs of your customers and your staff is more important than physical proximity.

Published by admin on 25 Jul 2013

How To Choose a Call Center Blog Series


3. Is their vision one that promotes investment and engagement?

Knowing about the senior staff of the contact center is very important. Who trains the agents? Do they have an open line of communication? Finding out how the internal structure of the organization works will give you a window into the values of your contact center partner.  If those values are in line with your organization and your customer service goals you have found a good partner. Find out the supervisor-to-staff ratio and what the opportunities are for internal promotion and the strategies for staff engagement. These keys to employee growth increase employee retention, investment, and satisfaction which drive better results for you on a daily basis. “Attitude reflects leadership” taken from one of my favorite movies Remember the Titans. Leaders who lead by example, build trust, and engage their team – get successful results.

Published by admin on 18 Jul 2013

How To Choose a Call Center Blog Series


2. From the beginning of the call can you FEEL their customer service?

One of our clients says that he can feel our staff smiling through the phone. 78% of customers have abandoned a transaction or not made a purchase because of poor customer service (American Express Survey, 2011). You cannot afford to compromise on excellence in customer care. For your customers to FEEL the customer service, those responding have to passionately care about your business and believe in what you do. When selecting a partner, look to see if you can see this organization caring for your customers the way that you would. 7 in 10 Americans say that they are willing to spend more money with companies who provide excellence in customer service” (American Express Survey, 2011).  Are you prepared to deliver?   Do the company’s/contact center’s representatives enjoy providing customer service, and are they equipped to actually provide resolutions rather than just gather information? We train our team to tell customers what they can do, not what they cannot do. The contact center of your choice should ensure that each communication improves your brand and keeps your customers coming back.

Published by admin on 11 Jul 2013

How To Choose a Call Center Blog Series



1. Do they answer?

More than likely you are looking for a contact center because you are facing challenges with being able to answer or reach out to your customers and to do so quickly. Not all contact centers successfully respond to this simple need. The quicker your average time to answer your incoming contacts, the happier your customers are, and the less potential revenue and results you lose from abandoned calls. The industry ideal standard is to answer within 20 seconds although different standards may apply in specific cases. Our current average time to answer is below the industry standard. Your contact center partner should offer scalable support that can handle fluctuations in volume without compromising answer times and customer service.

Published by admin on 17 May 2013


wfh4 newrt  wfh7 wfh5 wfh1


On Saturday, May 11, 2013 it was a pleasure to walk, support and sponsor Tunch and Wolf’s Walk for the Homeless at Heinz Field. After the walk, Tunch and Wolf announced they raised over $109,000, for Light of Life Mission, on Pittsburgh’s North Side. It was an honor to be a part of such a great cause and we are looking forward to next year’s Walk for the Homeless.

Published by admin on 21 Dec 2012

Merry Christmas for 30 Years!

Merry Christmas from all of us at Marketing Support Network!

We had a blast celebrating our 30th Christmas together at our annual Christmas Party at Nevillewood! We enjoyed a delicious meal together, along with drawings for gift cards and staff recognitions. In honor of our 30th anniversary, we rented a photo booth for our staff, and that really stole the show!

We have so much to be grateful for this year, and would like to extend our warmest wishes to all of our clients, partners, and staff. Merry Christmas and Happy New Year! It is because of YOU that we are blessed to celebrate our 30th Christmas together!




Published by admin on 20 Dec 2012

Why Your Business Should Partner With Local Charities

  1. Going local allows you to build a true relationship, and partner on a variety of levels, which gives you more opportunities for engagement and benefits the charity on a deeper level
  2. Linking to charities through financial support and community service builds camaraderie among staff as they serve and support an organization together
  3. Research shows that community service and investment increases wellness, employee satisfaction, presenteeism, and performance. *1*2
  4. Partnering with a charity can help you to fulfill a part of your mission as a business especially if you partner with a charity that shares similar values.*3
  5. Partnering with a local charity provides opportunities for marketing and branding, and assists in building a solid community reputation. True goodwill is a great advertisement.
  6. Our employees live in neighborhoods not in offices, and charities and non-profits make life better for our staff and those that they care about
  7. Engaging in community service allows your employees to gain perspective and for your organization corporately and as individuals to remember what really matters and think with clarity


Marketing Support Network supports several local charities that share our core values. Around the Christmas season every year we support Circle C Youth and Family Services to provide Christmas gifts to children in foster care. We partner with Circle C because of their reputation in our community and because of how they share some of our core values including the of the dignity and worth of individuals and the provision of supportive opportunities for growth and development. Circle C allows us no to connect with individual children and provide them with something that they really desire for Christmas not just a random gift. This connection is also more meaningful and rewarding for our staff. Often times we think of how much we are doing for a charity when we volunteer or support financially, but often it’s just as much about what that relationship or opportunity ends up doing for us, even as a business.


*1 Luks, Allan., Payne, Peggy. (2001). The Healing Power of Doing Good.   San Jose: p. 48.



Next »