Call Center Consultants

September 6, 2008

An Introduction to Telemarketing Call Centers

Filed under: Call Center News — Admin @ 2:01 pm

We’ve all heard jokes about telemarketers – from the calls during dinner to the “funny” things to say in response – but working in a call center can actually be a viable way to make a living if you enjoy speaking with people and providing good customer service. Today, many business owners feel that it’s important to try to reach new customers by phone. Therefore, finding a job with a telemarketing call center isn’t all that difficult. Working in the field, you’ll find that you experience many of the same issues as employees in other types of call centers.

Telemarketing Call Center Tasks

In general, when you begin working as a telemarketer, you’ll be provided with a list of names, telephone numbers and a pre-written script to follow. Your objective will be to make direct contact with an individual and then try to sell them a product or service. Unfortunately, most people will tell you they aren’t interested in your product or hang up on you as soon as they figure out you are a telemarketer. In most cases, that happens as soon as you tell them your name and the company you represent – if you don’t deal well with rejection, seek another line of work.

Legal Guidelines

Because telemarketers are often viewed as a nuisance, many consumers registered their phone numbers with the Do Not Call Registry. If you’re a telemarketer, you aren’t allowed to call individuals on this list. If you try to call an individual on this list and they determine that you’re a telemarketer, you may have to pay fines and penalties or be subject to investigation by law enforcement authorities.

Issues You Might Encounter

Just like collections call center professionals, chances are you’ll receive a certain amount of verbal abuse. Depending on the policies of the company you work for, you’ll either be asked to hang up immediately or try to diffuse the situation. As you might expect, the likelihood of making a sale in these situations is very low.

In other instances, people frustrated with telemarketers may decide to play along and pretend they want to buy from you. These individuals can use any number of conversation lines to make you feel very uncomfortable, and perhaps even embarrassed. As you might expect, gauging legitimate interest from these customers in the products you have to offer may be difficult, but it’s all part of the territory.

Unfortunately, when you call someone’s home, you won’t know what was going on prior to your call. Among other things, individuals can and do drink excessive amounts of alcohol, as well as get into family disputes. As a result, you may be exposed to any number of comments and a wide range of emotional atmospheres. If you’re an emotionally sensitive person, or can’t tolerate foul language, it may not be best for you to work in a telemarketing call center.

Even though you may find a number of positions related to telemarketing, it’s not always an easy job. In particular, if you’re offered payment based on sales, you may find that it’ll take a huge amount of calls to attain any kind of success. On the other hand, as a telemarketer, you’ll gain experience dealing with many different kinds of people and communication behaviors, all while earning a healthy income.

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