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Bristol_Gal | How to deal with a sales or marketing call? |
I am coming to the end of my contract working in a call centre and have experience the most rude, spiteful and nasty people ever - and they are all UK citizens!
I do calls on behalf of a UK Bank calling their customers only. It is not a cold call but a warm call as you gave permission for this bank to call you regarding any offers it has.
Like many of us at the call centre we need the extra money and are prepared to work long hours 7 days a week to pay our way in life. Problem??
Tips for you all:
If you are busy please remember that we are not telepathic and know what you are doing when we call.
Simply politley ask us to call back another time and we will no problem.
By shouting, screaming and blowing whistles down the phone will get you no where - not even off the database - you might actually experience more calls!!!
If you wish to be removed politely ask and you will be straight away with no arguements.
Give it a go - you will be surprised!
Additional Details
I am simply trying to help those who recieve these types of calls. Many times I have been told off by my boss for telling customers about the telephone preference service.
Our script makes us say straight away who we are so the customer is not fobbed off. If they are not in we leave a simple message of who we are and why we are calling.
As for getting a proper job I do actually have a full time job but needed extra money and got a job with a company who is fully registered and regulated within the UK. I think I might have spoken to you in the past hence me writing this question.
Why be so rude - that is the main question? Great example for the youth of today! |
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Jennifer W
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I'm always polite and courteous, but also firm. I can only imagine the kind of abuse you people must get for just doing a job! No one deserves to spoken to like that... I used to have a boss who spoke to Indian call centre workers in an appalling way, it used to make me cringe- they must think British people are so so rude! It's not your (or their) fault afterall, it's the sales and marketing companies that pay people to do it! Especially banks grrrr... but thats a different matter! x |
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youngboy1606
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As a former manager of telemarketing rooms across the US I understand your problem.
Your company has obviously learned about the three 'no' rule and are making employees follow it.
I have found this to be annoying and rude. For every pro they can give I can site numerous cons.
I betting that when your company solicited to call them it wasn't written in large letters and announced over a loud speaker they would be called.
There is not going to be anything you can do to make a person be polite. You aren't calling them to give them free money.. they know it and so do you.
The best telemarketers can easily handle that call and shrug it off and move to the next. The ones that can do that will be successful.
I'd suggest that there are better company's that understand that when a person says no they mean no and forcing them to keep listening is insulting. Working for one of them makes more sense. |
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k
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You say 'If you wish to be removed politely ask and you will be straight away with no arguements'.
This is NOT the case, I have asked to be removed from the database that day or as soon as possible. A week later a different operator from the same organisation has phoned me again.
Some of the operators only respond to abuse.
I registered my number NOT to receive such calls nearly 10 years ago.
I talk to enough people during the day at work, so when I get home I do NOT want and will NOT talk to anyone. |
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waggy
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I think you have a point - in the sense that outbound callers are human beings trying to do a job and when it is 'warm' outbound then the customer has asked for a call, at some point. However there are other (perhaps) more 'cold' callers who either don't take no for answer, plague a 'customer' with calls, or don't really seem to care about the individual (s) they are trying to communicate with at the other end of the phone. They give outbound in general a bad name and reason for rudeness.
Don't get me wrong I sympathise with what you are saying and can understand a day, week or even month full of bad 'attitude' from potential customers can be disheartening to say the least, especially when you are tempted to give them a piece of your mind! However you have to take the rough with the smooth, otherwise outbound is the wrong job for you. As people are people regardless and I have found plenty of nice, polite and courteous people to go with the bad! |
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Away With The Fairies
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Thanks for the advice. |
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simplesimon
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I am sorry, but this is not "warm calling". This is still very much cold calling! The fact it comes from an opt in database is neither here nor there. A warm call would be if you walked into your bank, said you were interested in borrowing some money, and they said someone will call you later. This is not what you do!
I wonder, did you have sales target in this role? Most call centres do. This is not conducive with a helpful service from banks, its about sales!
Indeed, most of these opt in lists are pretty tennuous anyway. For example, you buy something on credit (like a television) and the credit company is evenutally underwritten by HSBC. If you fail to opt out of calls then people phone you up, saying they are part of HSBC, and you are already a customer, and would like to talk to you about loans.... this is nothing to do with buying your TV in the first place. Indeed, its widely known that the boxes are done sneakily to get more names, confusing you as to whether you are opting in or opting out!
Most people consider it an invasion of their privacy, and a waste of their time answering these calls. If you wanted a product from a bank you would go to the bank - you don't sit waiting for them to come to you.
Who cares if you work 7 days a week? Get a better job that doesn't annoy so many people.
Do you think the people who are blowing whistles and shouting at you are doing so because you are the first person ever to call like this? No! Its because they are fed up with it all, it comes after many many many many calls...
Hmmm. I seldom rant like this, and don't actually mind cold calls, but it is idiotic to try and defend it as some sort of noble job that we should pity you for.
-- Insert ---
Sorry, I probably did border on rude there - but the premise of your argument really does annoy me.
Why should somone have to lie in order to stop them phoning you?
How many people are really looking for a home improvement loan - but haven't had time to go out and look for it, and are thankful of the phone call?
What sort of percentage of sales do they think is good - 10% - less?! If so thats 90% who by the companies own admission didn't care and didn't want to know!
Did you sell payment protection insurance? :)
I know what working in these call centres is like. Admittedly its a soul destroying place to work, and this is exacerabated by phoning people who hate you - but this is because its a service that most people in the UK do not want, and do not like! You can't complain about that! |
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Kaz
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That maybe so, but in my experience whenever you answer the phone to these people the first thing that gets my back up is they don't tell you who they are straight away, they always start by saying 'how are you', I don't know them, why should I start a conversation with someone I don't know. Then when I politely say I'm not interested, they want to know why or instead of saying ok and hang up they go on with their sales pitch, again I say I'm not interested but they don't listen.
Is it any wonder we get cross and start being rude. I then just have to hang up. |
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♥ Minki ♥
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I usually say thank you but I am not interested at this time. I would not want to be horrible to anyone who is just trying to earn a living. I'm sorry you have had this happen to you. I have called companies and asked to be removed.
Not all people are horrible, at least you're not a traffic warden x |
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