This was orginally posted November 1, 2006
I don't know what it's like at your place but I'm getting more and more telemarketing calls. That's OK. They have a job to do. What irritates me is that they seem to have a prepared script which they deliver no matter what else happens in the call.
They never ask me if I have time to talk. Is that because they think I'll say "no" and they won't get to deliver their spiel, or do they think I will simply stop doing whatever is important to me and talk to them?
Would you just barge into someone's office and start talking without knocking? I doubt you would do that even to someone you know let alone a complete stranger!!
Here's this month's question. Why do some telemarketers not ask for permission to proceed? Would their conversion rates go up or down? Would they spend less time on unqualified prospects and therefore increase their conversion rate?
Love to hear your thoughts.
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5 comments:
Michael Lunn posted the following comment ...
There are two types of telemarketers: those that ring companies and those that ring private citizens. I think the latter are the worst. They know that if they upset the customer, its only one sale lost.They seem to believe that either a customer will listen or hang up on them. Its a gamble and they are gamblers- why else would they work on commission.
Those ringing corps. need to be more patient as they could ruin the chance of large sales.
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Michael,
You raise a very valid point. I think most B2B telemarketers are aware of the importance of relationship building.
Those engaged in B2C need to understand that the more they upset the consumer the more governments will seek to legislate. We're seeing this happen with the 'soon to be introduced' DNC legislation.
Cheers
Graeme
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Is the problem worse when the agents are located off shore?
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Llewena said...
My experience has mainly been with offshore - usually Indian sounding accents. The worst thing I've encountered was when I advised the Telemarketer that I was not interest (having to speak over his blurb) and then being yelled at "You can't hang up!" in quite an aggressive tone. I hung up.
One of my team members had a lady call her home she had an accent and spoke very quickly and her young son heard "grandmother, ambulance called, sick" and immediately set off a chain of events where his mother spent half a day in a panic that something was wrong. She ended up ringing her mother (who wouldn't answer), her mothers friends to see if it was one of them who called her home, her mother in law, her husband, the local hospitals, '000' to see if an ambulance had been booked for her mother...due to the comments made by the Telemarketer they also got my team members work number out of her son and called here but was not transferred to her.
Telstra would not trace the number and we could not put a complaint with the company.
We surmised it was likely someone pushing insurance to cover ambulance and they used the story "what if your grandmother..."...I'm guess this but with an accent and speaking quickly....
This is unwarranted harrassment to get a sale at any cost.
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Ilewena,
That is an amazing story. It's unprofessional practice like that that makes it difficult for the rest who act professionally.
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