I haven’t been on your blog for a while, either.

I hope to visit again very shortly.

You are absolutely right. Telemarking can be made more personal and friendly. However, this must be driven from call centre management. In the position which I was in above, we were very much told to ‘get on, get the information to make the sales lead, and get off.’

Unfortunately, this kind of environment is not conducive toward the process of relating to call recipients on a personal basis.

Also, I might add that whilst some call recipients, such as yourself, respond warmly to a more conversational approach, others seem to want telemarketers to ‘get to the point’ and not ‘waste my time.’

i totally agree with brad. what stumps me is that there ARE better telemarketing techniques out there, and they work. a friend of mine, for example, once led a doomed charitable campaign to huge success in a short time simply by training her telemarketers to have conversations with prospective customers. what a concept, huh? i respond quite well to telemarketers who act like real human beings and treat me the same way.

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I agree – as a prospective customer, you have every right to feel a little agitated in that situation.

I can understand this tendency amongst telemarketers, particularly given that they are reading the same script for hours on end. After awhile, their attitude and demeanor tends to reflect the monotony of the process.

Nevertheless, this does not help prospective customers, who wish to be treated as individuals who count as opposed to simply names on a list. Nor does it help to generate prospective customer enthusiasm toward the offering.

If they are going to intrude on your time, they at least owe it to you to treat you as a person, not merely another name on the list.

Cheers

Andrew

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With regard to your second point, you have hit on another simple rule of basic call centre etiquette. Telemarketing firms should respect the time of their prospects and get straight to the point of their call.

In relation to your point about scripts, I can understand why scripts are necessary, particularly given the potential for litigation. However, I do feel that telemarketers could at least add some voice inflections and try to sound somewhat human.

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