With the laws that have been passed to protect consumers, it has been difficult for telemarketers to call back prospects and ultimately get a sale. The stress is sometimes too much on the agents trying to meet the quota plus the frustration that their sales might not pull through. There are so many strategies out there to ensure compliance yet maximizing profit. But, sometimes some value profit than quality and this makes me uncomfortable.
Having a verifications group outside of operations has its purpose. They ensure that all submitted sales are legitimate. This is the reason why there are strict guidelines and penalties tied to every submitted sale. One task they need to do on top of verifying is to call back a customer to win the sale in case it falls into a gray area. The process is sound but some would agents would suggest to call the customer back themselves. Unfortunately, there is no verification after that. You see a breakdown and a loop hole.
So, do you allow them to do so? Unless you have a recording system in place to check back or a supervisor listening to them on every call back, this might not be a good idea. Isn’t it a matter of trust then? No, it’s a matter of customer privacy and protection.
I see the numbers yet there is just no reason why management should break the rules just to make a buck. Clients will just have a fit and the penalties are too great.
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