A popular trend taking hold of many different companies is the practice of call center outsourcing. There are numerous well known businesses that use outsourcing for their call centers for various reasons. Although the term may be used often when referring to company customer service, many still do not know what the act actually consists of.
Let's take a look at the word outsourcing. In basically refers to the act of sourcing your work to others outside of your company. In the larger scheme of things, it can also serve as a reference to the subcontracting to another. This could include giving another business or firm, a specific set of duties or purpose that will help with the workload of another company. Sometimes, a group of individuals are given a crack at the responsibilities. These tasks are often completed at another location, which is not positioned within the head company.
When call center outsourcing occurs, companies use this practice to save money on the way they provide customer service to their clients. It is a business strategy that has efficiently boosted not only cost saving measures, but also the productivity of consumer call center support. An advantage to outsourcing call center business is that it allows a company to provide assistance based on the specific needs of a client. This is good for the client. Now for the company, call center outsourcing helps them to decrease operating costs by hiring workers that can be retained for a significantly lower cost. These new members of the staff are trained and situated at an offsite location to handle the calls. This also allows a company to focus on their onsite operations without using space for their call center support services.
A shifting of jobs and they way things are handled within the company have been known to occur in regards to call center outsourcing. The way that this area of business is handled differs from the way the telemarketing or software testing areas of a company is ran. Some employees have voiced concerns about their place of employment turning to call center outsourcing. They fear that this will interfere with the jobs they are responsible for. In actuality, some dislocation will occur, but there are a very low amount of professional positions that have been lost when a company turns to call center outsourcing.
One of the most appealing features to working with a call center outsourcing approach to business is the cutting of costs that is enjoyed. These call centers are able to handle the high volume of calls associated with a particular company. Their areas of assistance are not limited to providing only customer support. These call centers also take on technical support issues, as well as handle sales inquiries and marketing assignments. Telemarketing is also an area that outsourced call centers will take care of. There are many other specific business tasks included as well. Examples of call center duties include airline and hotel reservation services, as well as fundraising.
Friday, 27 February 2009
Call Centre Services
While inbound call center services attend to the enquiries of company customers, outbound call center services are aimed at enlisting customers to purchase the services or products of the company. In these services, the representatives of the company initiate the calls to the customers to sell the company’s product or services. This type of service may be called telemarketing.
The call center representatives use telephones to call prospective customers. Alternatively, representatives can also send emails. An outbound call center compiles and maintains a large database of personal information about the potential customers. These databases are obtained on shared effort bases, or just purchased. Unfortunately, these addresses and telephones numbers are sometimes obtained sometimes by dubious methods. This is done by poaching the data from the customer databases of other companies through their employees. Customers’ telephone numbers are also obtained from telephone directories.
Care is taken to contact only those customers whose requirements are expected to match the products of the company for which they are working. For example if you are selling veterinary products, you would collect the data of those customers who maintain pets and other animals, farmers, dog and horse owners etc. Once a customer shows an interest in your product, a sales executive is sometimes sent to meet the customer at his office or residence to personally answer his queries and canvass for the sale of the product and receive the orders.
While marinating a network of sales representatives implies a lot of burden upon the management, using another agency or outbound call center to sell your products is not always seen as a profitable proposition. An important principle of sales promotion implies building up an intimate and enduring relationship with the customers so that they come again and again to purchase your product.
Using an outsourced outbound call center invites an indirect, impersonal relationship with customers. It also means less control over sales representatives. This appears to be a great drawback in hiring outbound call center services, howsoever hardworking and honest they may be.
The call center representatives use telephones to call prospective customers. Alternatively, representatives can also send emails. An outbound call center compiles and maintains a large database of personal information about the potential customers. These databases are obtained on shared effort bases, or just purchased. Unfortunately, these addresses and telephones numbers are sometimes obtained sometimes by dubious methods. This is done by poaching the data from the customer databases of other companies through their employees. Customers’ telephone numbers are also obtained from telephone directories.
Care is taken to contact only those customers whose requirements are expected to match the products of the company for which they are working. For example if you are selling veterinary products, you would collect the data of those customers who maintain pets and other animals, farmers, dog and horse owners etc. Once a customer shows an interest in your product, a sales executive is sometimes sent to meet the customer at his office or residence to personally answer his queries and canvass for the sale of the product and receive the orders.
While marinating a network of sales representatives implies a lot of burden upon the management, using another agency or outbound call center to sell your products is not always seen as a profitable proposition. An important principle of sales promotion implies building up an intimate and enduring relationship with the customers so that they come again and again to purchase your product.
Using an outsourced outbound call center invites an indirect, impersonal relationship with customers. It also means less control over sales representatives. This appears to be a great drawback in hiring outbound call center services, howsoever hardworking and honest they may be.
Call Centre Dos and Donts
Call center is a terrific job. Many young professionals work in call center because of higher chances of boosting their career to the maximum level. Customers are expanding their channel in contact in which call centers are on top of the list. It is a challenge to every contact center to integrate strategic planning in order to maintain its presence towards the global trend in this industry.
Working in a call center is not only aiming to receive higher pay. There are dos and don'ts in order to set limitation to the workers. If you are one of the millions of people connected in customer service, you should know the guidelines to avoid committing violation. Call center companies always make sure to deliver efficient services to their clients worldwide as possible. Because call center is a promising industry, keeping the best employees and hiring more service representatives should always set part of expanding the business. Hiring the right people is very important. The call centers should provide ongoing training to the agents and employees; practice the transparency like communicating openly with the agents and managers, discovering the quality performance of the best people, investing to the state-of-the-art technology to increase customer satisfaction.
Any contact center should have a strong organization in achieving the long-term goal of the company. Making the call center dynamic and flexible can promote better output all the time. The call center management should always strengthen the relationship with the customer. Maintaining customer relationship is important above anything else.
There are many good things you can do to support the call center industry. Avoiding the don'ts in this industry can lessen the burden that may bring to the customers and the company you work for. The following are the don'ts that call center employees should do:
Avoid Tardiness
Time is precious. Never be late in your duty. Though you are one of the best agents in the company but with your constant tardiness will give you the honor to be recognized by your team leaders or supervisors. Also, you are not the asset of the company because call center is a fast paced regulated industry that time is important. Your tardiness can affect the operation of your company.
Don't Slack Off
Do your job promptly. Slacking off the floor by letting other people do the job which is supposed to you is simply a bad impression to you not only as a person but to your job performance. Be productive always and serve as role model to your fellow agents. Show them the real you that you are happy with what you are doing. There are many call center agents who were terminated because of this bad impression despite several times of IR (incidental report) issued to them.
Avoid Obscene Behavior
Displaying your obscene behavior while you are inside your company's premises is a big NO. When taking to the customer, talk with them with pleasure and with care. Never throw seducing words which sounds like you are doing phone sex to your customer. If caught, this may the end of your promising career in your in the call center. And worst, this may left bad wound in your previous job and to your co-workers.
Stop horsing around
Think of your responsibility as an employee of the company. While you are on duty, avoid playing around and horsing with other agents. Respect their privacy while they are on call and focusing on their job. This behavior can cause immediate violation because you are disturbing your co-workers instantly. Always put the fun in the right time. Implementing self-discipline is the best way to get rid of this disturbing behavior.
There are so many don'ts that you we need to implement. This can make the job easier if everybody is following the simple orders stated under the rules and regulations. It is important that the discipline must start on our own. Later on, other people who are new in the call center will learn the virtue that you showed. If you love your job then keep it.
The call center industry continues to give outstanding opportunity to everybody. It helps the economy prosper and lower the unemployment rate in the world
Working in a call center is not only aiming to receive higher pay. There are dos and don'ts in order to set limitation to the workers. If you are one of the millions of people connected in customer service, you should know the guidelines to avoid committing violation. Call center companies always make sure to deliver efficient services to their clients worldwide as possible. Because call center is a promising industry, keeping the best employees and hiring more service representatives should always set part of expanding the business. Hiring the right people is very important. The call centers should provide ongoing training to the agents and employees; practice the transparency like communicating openly with the agents and managers, discovering the quality performance of the best people, investing to the state-of-the-art technology to increase customer satisfaction.
Any contact center should have a strong organization in achieving the long-term goal of the company. Making the call center dynamic and flexible can promote better output all the time. The call center management should always strengthen the relationship with the customer. Maintaining customer relationship is important above anything else.
There are many good things you can do to support the call center industry. Avoiding the don'ts in this industry can lessen the burden that may bring to the customers and the company you work for. The following are the don'ts that call center employees should do:
Avoid Tardiness
Time is precious. Never be late in your duty. Though you are one of the best agents in the company but with your constant tardiness will give you the honor to be recognized by your team leaders or supervisors. Also, you are not the asset of the company because call center is a fast paced regulated industry that time is important. Your tardiness can affect the operation of your company.
Don't Slack Off
Do your job promptly. Slacking off the floor by letting other people do the job which is supposed to you is simply a bad impression to you not only as a person but to your job performance. Be productive always and serve as role model to your fellow agents. Show them the real you that you are happy with what you are doing. There are many call center agents who were terminated because of this bad impression despite several times of IR (incidental report) issued to them.
Avoid Obscene Behavior
Displaying your obscene behavior while you are inside your company's premises is a big NO. When taking to the customer, talk with them with pleasure and with care. Never throw seducing words which sounds like you are doing phone sex to your customer. If caught, this may the end of your promising career in your in the call center. And worst, this may left bad wound in your previous job and to your co-workers.
Stop horsing around
Think of your responsibility as an employee of the company. While you are on duty, avoid playing around and horsing with other agents. Respect their privacy while they are on call and focusing on their job. This behavior can cause immediate violation because you are disturbing your co-workers instantly. Always put the fun in the right time. Implementing self-discipline is the best way to get rid of this disturbing behavior.
There are so many don'ts that you we need to implement. This can make the job easier if everybody is following the simple orders stated under the rules and regulations. It is important that the discipline must start on our own. Later on, other people who are new in the call center will learn the virtue that you showed. If you love your job then keep it.
The call center industry continues to give outstanding opportunity to everybody. It helps the economy prosper and lower the unemployment rate in the world
A Dislike for call centre jobs
If you've ever worked in a call center then these 5 reasons will probably resonate with you personally. If you've never worked in a call center, they have their good and bad sides, just like every industry. Here are my top 5 reasons why I hate call center jobs.
1. Bad hours.
When other people are at home having dinner, you're at the call center, calling them. I would much rather be having dinner rather than interrupting some other persons dinner. The reasons call centers are usually staffed between 4 p.m. and 8 p.m. are because that is the time people start getting home from work. If you're going to make a sale you need to get someone on the phone. Your best chance to do that is around 6:00 p.m. so as a consequence you'll work most nights instead of having dinner at a normal time.
2. Commissions make or break you, most of the time break.
A day with great commissions makes it fun to go home, but a slow day where you couldn't get many people interested is horrible. It is bad knowing that you worked a full shift and made 25% less than the day before, or that great day you had last week. Working on commission has always been fun for me because those $800 days are great to talk about and think about. You rarely hear about the days that you didn't sell anything and make $10.
3. Horrible managers and supervisors.
I have worked in a few different industries and by far the worst managers and supervisors are in the call center industry. I don't know what it is about these people, but they are the absolute worst. They're idea of "constructive criticism" is yelling and talking about you to your coworkers. "Why can't you be more like Sarah?" Or behind your back, "I can't stand John. He's only been here 3 weeks and it feels like 3 years!" For some reason they think this is better than trying to make you a better employee.
4. Poor working conditions.
If you thought Nike sweat shops in Mexico were bad, you've never seen the call centers that I have. Tiny dirty cubicles, poor lighting, dirty and never vacuumed floors, overflowing trash cans, etc. All because the managers (see point 3) don't want to spend a few bucks to pay someone to clean up once a week. Instead of working the phones while at work you'll find yourself cleaning up your workspace so you don't vomit on the phone in front of you!
5. Monotonous days.
When you're selling one particular product, every day is the same. People yelling, you calling again. People yell, you keep calling. Every once in a while someone buys your product, but it's rare. Most of the time people don't want to talk to you and that puts you in a bad mood. Such a bad mood that your friends and family don't really want to be around you either. You can't expect your prospects to understand the type of day you've had so you put on a smile and keep calling, and keep calling, more calling, and calling...
Well, that's what it really looks like in a call center. If you've never had a call center job, you won't understand, but once you take that first job, these 5 points will come flooding back into your mind and you'll understand everything!
1. Bad hours.
When other people are at home having dinner, you're at the call center, calling them. I would much rather be having dinner rather than interrupting some other persons dinner. The reasons call centers are usually staffed between 4 p.m. and 8 p.m. are because that is the time people start getting home from work. If you're going to make a sale you need to get someone on the phone. Your best chance to do that is around 6:00 p.m. so as a consequence you'll work most nights instead of having dinner at a normal time.
2. Commissions make or break you, most of the time break.
A day with great commissions makes it fun to go home, but a slow day where you couldn't get many people interested is horrible. It is bad knowing that you worked a full shift and made 25% less than the day before, or that great day you had last week. Working on commission has always been fun for me because those $800 days are great to talk about and think about. You rarely hear about the days that you didn't sell anything and make $10.
3. Horrible managers and supervisors.
I have worked in a few different industries and by far the worst managers and supervisors are in the call center industry. I don't know what it is about these people, but they are the absolute worst. They're idea of "constructive criticism" is yelling and talking about you to your coworkers. "Why can't you be more like Sarah?" Or behind your back, "I can't stand John. He's only been here 3 weeks and it feels like 3 years!" For some reason they think this is better than trying to make you a better employee.
4. Poor working conditions.
If you thought Nike sweat shops in Mexico were bad, you've never seen the call centers that I have. Tiny dirty cubicles, poor lighting, dirty and never vacuumed floors, overflowing trash cans, etc. All because the managers (see point 3) don't want to spend a few bucks to pay someone to clean up once a week. Instead of working the phones while at work you'll find yourself cleaning up your workspace so you don't vomit on the phone in front of you!
5. Monotonous days.
When you're selling one particular product, every day is the same. People yelling, you calling again. People yell, you keep calling. Every once in a while someone buys your product, but it's rare. Most of the time people don't want to talk to you and that puts you in a bad mood. Such a bad mood that your friends and family don't really want to be around you either. You can't expect your prospects to understand the type of day you've had so you put on a smile and keep calling, and keep calling, more calling, and calling...
Well, that's what it really looks like in a call center. If you've never had a call center job, you won't understand, but once you take that first job, these 5 points will come flooding back into your mind and you'll understand everything!
Telemarketing Jobs
Telemarketing sales is a great way to earn a large income at a home telemarketing job or call center. Working in a professional sales environment is key to earning lots of money. When working in a call center, nothing is more rewarding than making sales. The energy in a phone sales room is often very exciting.
But for those who have not mastered their telephone sales skills, it can be the worst experience of their life. Cold calling techniques, closing sales techniques, and professional selling skills are all very key factors when working in a call center or from a home phone sales job.
I remember my first day on the job many years ago. There were these top closers in their own offices making serious money with their telephone sales skills. I learned a lot of things from them. Telemarketing techniques that are not really taught in books or courses. The real deal! With good closing skills, even in this economy, there are great opportunities to excel and take home big money.
Many phone sales jobs offer telecommuting as a way to earn great income from a home telemarketing job. Refer to my article on telecommuting jobs for more information on the subject. Top telesales jobs in my opinion are: foreclosure sales, loan modifications, short-sales, investments and advertising. When you hone in on your telemarketing sales skills, you will be sure to make a lucrative income.
To recap, telesales is very lucrative. To make even more money, find a good home telemarketing job
But for those who have not mastered their telephone sales skills, it can be the worst experience of their life. Cold calling techniques, closing sales techniques, and professional selling skills are all very key factors when working in a call center or from a home phone sales job.
I remember my first day on the job many years ago. There were these top closers in their own offices making serious money with their telephone sales skills. I learned a lot of things from them. Telemarketing techniques that are not really taught in books or courses. The real deal! With good closing skills, even in this economy, there are great opportunities to excel and take home big money.
Many phone sales jobs offer telecommuting as a way to earn great income from a home telemarketing job. Refer to my article on telecommuting jobs for more information on the subject. Top telesales jobs in my opinion are: foreclosure sales, loan modifications, short-sales, investments and advertising. When you hone in on your telemarketing sales skills, you will be sure to make a lucrative income.
To recap, telesales is very lucrative. To make even more money, find a good home telemarketing job
Call Centre Coaching
Bill walks around the call center with all of the enthusiasm and charm of a meat inspector.
“How you doing?” he asks in a monotone. “It’s your turn, I guess.”
He has just invited a phone rep to a coaching session. Three calls will be played and Bill will share his evaluation of each one with the rep.
Spying his checklist Bill remarks, “You left out your close in this one.”
“But otherwise, it’s fine. You’re mostly staying on the presentation, and this is good. Any questions?”
And with that, another “deep and meaningful” coaching chat concludes.
What’s wrong with this picture?
At least 5 things are askew:
(1) The session is one way: Bill’s. He talks, you listen. This is no way to create a sense of mutuality of purpose or ownership of calls.
(2) Bill scored the call but the rep didn’t. Reps should be trained to score their own calls and then share responsibility for the conduct of and results of coaching sessions.
(3) For this to happen, so-called “quality checklists” must contain more than hollow terms. They need definitions. The phone phenomena that are discussed need to be defined objectively and behaviorally. For example, I’ve seen numerous score sheets that use the term, “sincerity.” This is a dumb category to begin with, because the link between someone sounding sincere and getting great customer results is tenuous, but more important how can Bill tell when someone is sincere? Is he omniscient, all-seeing, able to enter others’ hearts and souls at will? If we define sincerity objectively, however, as the rep’s VOICE behaving a certain way, doing certain things while avoiding others; or as a customer’s VOICE doing certain things or saying certain words, in response, we move onto more solid ground.
(4) There is no assurance Rep A will be coached the same way as Rep B. Fairness in interpreting and applying the checklist criteria isn’t audited or objectively defined or scored, either. Bill could punish Megan, but praise Audrey for doing exactly the same things, but his discrimination or favoritism would evade review and correction.
(5) Most recording and monitoring are done secretly. Reps should know exactly when they’re being observed. We want them at their best at all times, so when we tip them off they’re being scrutinized they try harder, showing themselves and others what they’re REALLY capable of doing. What could be better than that? It’s instant improvement.
Why don’t call centers enhance their coaching techniques? Every one I’ve encountered that remains stuck in the muck claims “We don’t have time to do a more thorough job!”
The same folks then prepare to waste their efforts on yet another generation of phone workers that will turn-over in short order.
They miss the point that a stitch in time saves nine.
Pay full attention to the people you have on board now, be fair and thorough in your evaluations, measuring the right things the right way, and you’ll go a long way toward remedying the turnover and underlying motivational problems that plague calls centers and the people who work in them.
“How you doing?” he asks in a monotone. “It’s your turn, I guess.”
He has just invited a phone rep to a coaching session. Three calls will be played and Bill will share his evaluation of each one with the rep.
Spying his checklist Bill remarks, “You left out your close in this one.”
“But otherwise, it’s fine. You’re mostly staying on the presentation, and this is good. Any questions?”
And with that, another “deep and meaningful” coaching chat concludes.
What’s wrong with this picture?
At least 5 things are askew:
(1) The session is one way: Bill’s. He talks, you listen. This is no way to create a sense of mutuality of purpose or ownership of calls.
(2) Bill scored the call but the rep didn’t. Reps should be trained to score their own calls and then share responsibility for the conduct of and results of coaching sessions.
(3) For this to happen, so-called “quality checklists” must contain more than hollow terms. They need definitions. The phone phenomena that are discussed need to be defined objectively and behaviorally. For example, I’ve seen numerous score sheets that use the term, “sincerity.” This is a dumb category to begin with, because the link between someone sounding sincere and getting great customer results is tenuous, but more important how can Bill tell when someone is sincere? Is he omniscient, all-seeing, able to enter others’ hearts and souls at will? If we define sincerity objectively, however, as the rep’s VOICE behaving a certain way, doing certain things while avoiding others; or as a customer’s VOICE doing certain things or saying certain words, in response, we move onto more solid ground.
(4) There is no assurance Rep A will be coached the same way as Rep B. Fairness in interpreting and applying the checklist criteria isn’t audited or objectively defined or scored, either. Bill could punish Megan, but praise Audrey for doing exactly the same things, but his discrimination or favoritism would evade review and correction.
(5) Most recording and monitoring are done secretly. Reps should know exactly when they’re being observed. We want them at their best at all times, so when we tip them off they’re being scrutinized they try harder, showing themselves and others what they’re REALLY capable of doing. What could be better than that? It’s instant improvement.
Why don’t call centers enhance their coaching techniques? Every one I’ve encountered that remains stuck in the muck claims “We don’t have time to do a more thorough job!”
The same folks then prepare to waste their efforts on yet another generation of phone workers that will turn-over in short order.
They miss the point that a stitch in time saves nine.
Pay full attention to the people you have on board now, be fair and thorough in your evaluations, measuring the right things the right way, and you’ll go a long way toward remedying the turnover and underlying motivational problems that plague calls centers and the people who work in them.
Telemarketing Turnover
A large metropolitan newspaper has a 300 seat call center.
Every 90 days, on average, it turns over every one of those seats. Its annual telemarketer turnover rate is 400%, costing an estimated six million dollars. Twelve hundred new people have to be recruited, trained, and terminated to enable this behemoth to simply keep going.
Internally, a large infrastructure of trainers and call monitors must be maintained, simply to service the demand for telephone-ready personnel. It is not in the interest of these people to tame the telemarketing turnover problem. It is this very problem that gives them ongoing employment and job security.
In fact, it serves their purpose to be incompetent, because if recruits are never sufficiently trained, they’ll be more likely to come and go, feeding this lumbering labor machine again, and again. The remainder of the human resources staff also benefits from the incessant recruiting, interviewing, and related start-up tasks involved in bringing new people aboard, purging them, and replacing them.
There is a simple solution to the turnover problem: double the pay of the telemarketers.
That’s what six million dollars could do, overnight. People will not willingly leave a much better paying job.
Yet, this is the last thing that a company of this kind would consider.
Why?
(1) It wouldn’t look good on the balance sheets. It is easier to justify large recruiting expenses, which appear temporary, than to have a higher, apparently permanent payroll. For a similar reason, outsourcing appears to the bean counters to be cheaper, though in reality it can be pricier than maintaining employees on your own books.
(2) There is a fundamental bias against paying telemarketers more money. Because many of them are young, old, students, single parents, handicapped, they seem marginal, and so they’re underpaid, under-rewarded. If you think I’m wrong, compare the pay of outside versus inside salespeople, and then try to logically justify the striking differences.
(3) There is the generalization in place that turnover and telemarketing simply go together: you can’t have one without the other. Yet when you ask, as I did the other day, a manager how long the average rep stays aboard, he’ll say one month. In the next breath, he’ll tell you that his best producers have been with him two and three years, respectively. Why are they making it, while others aren’t? Obviously, some people can do the job well, and like it.
(4) There is fear in management ranks that a bidding war for personnel will break out if one company pays above-average wages. This thinking is spurious. The money is already being spent, again on the lumbering labor machine. Higher pay simply redirects it, while staunching losses.
There are other ways to attack the turnover problem, including significantly better, professional training, and professional management. No matter how you slice it, these improvements also require redirected financial resources.
Telemarketing turnover can be tamed, and it will be, when senior management opens its eyes and starts to seriously address the problem.
Every 90 days, on average, it turns over every one of those seats. Its annual telemarketer turnover rate is 400%, costing an estimated six million dollars. Twelve hundred new people have to be recruited, trained, and terminated to enable this behemoth to simply keep going.
Internally, a large infrastructure of trainers and call monitors must be maintained, simply to service the demand for telephone-ready personnel. It is not in the interest of these people to tame the telemarketing turnover problem. It is this very problem that gives them ongoing employment and job security.
In fact, it serves their purpose to be incompetent, because if recruits are never sufficiently trained, they’ll be more likely to come and go, feeding this lumbering labor machine again, and again. The remainder of the human resources staff also benefits from the incessant recruiting, interviewing, and related start-up tasks involved in bringing new people aboard, purging them, and replacing them.
There is a simple solution to the turnover problem: double the pay of the telemarketers.
That’s what six million dollars could do, overnight. People will not willingly leave a much better paying job.
Yet, this is the last thing that a company of this kind would consider.
Why?
(1) It wouldn’t look good on the balance sheets. It is easier to justify large recruiting expenses, which appear temporary, than to have a higher, apparently permanent payroll. For a similar reason, outsourcing appears to the bean counters to be cheaper, though in reality it can be pricier than maintaining employees on your own books.
(2) There is a fundamental bias against paying telemarketers more money. Because many of them are young, old, students, single parents, handicapped, they seem marginal, and so they’re underpaid, under-rewarded. If you think I’m wrong, compare the pay of outside versus inside salespeople, and then try to logically justify the striking differences.
(3) There is the generalization in place that turnover and telemarketing simply go together: you can’t have one without the other. Yet when you ask, as I did the other day, a manager how long the average rep stays aboard, he’ll say one month. In the next breath, he’ll tell you that his best producers have been with him two and three years, respectively. Why are they making it, while others aren’t? Obviously, some people can do the job well, and like it.
(4) There is fear in management ranks that a bidding war for personnel will break out if one company pays above-average wages. This thinking is spurious. The money is already being spent, again on the lumbering labor machine. Higher pay simply redirects it, while staunching losses.
There are other ways to attack the turnover problem, including significantly better, professional training, and professional management. No matter how you slice it, these improvements also require redirected financial resources.
Telemarketing turnover can be tamed, and it will be, when senior management opens its eyes and starts to seriously address the problem.
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