InsideCRM has recently published an article that lists down ideas and techniques to “smack down unwanted callers” (ergo, telemarketers). For those who are currently in the outbound business, this is an article that you should read and digest. I’m warning you this is not for the faint of heart, because this is going to be gobbled up by a lot of consumers.
So, do we panic and start running around like a headless chicken? No. With utmost respect, this article is beneficial because I’m a consumer myself and also a victim of telemarketers, but this doesn’t mean it is the end of the telemarketing business.
I am reaching out to those in the business to start listening and this is a time for us to innovate!
Share and Train
The training team should redesign the curriculum and share this knowledge. Make sure you include some examples and practice during role plays. This is called an obstacle and teach them to jump over that hurdle and move on. Let them know what’s out there.
Talk to a Person, Not the Screen
If you still don’t know, telemarketing firms have started customer satisfaction surveys for outbound calling. A year ago, I didn’t want to believe it, but it was a necessity. With the penalties growing as stated in the article, then we should start incorporating customer service in those calls. They are human too and all you want is to be given an opportunity to offer a service or product that will be beneficial to the other person.
It is a fact that there are laws and rules we need to abide. But, let’s not compromise the business by doing the opposite. The more we break them, the more difficult it is going to be. We all know that we still need telemarketers to remind consumers what’s available to them. Just inform and let them decide.
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