Telemarketing Agents Offer More

Telemarketing agents are learning the hard way about offering more to the customers. In the last few months, the ways of doing business in a BPO has changed considerably. Post recession the stakes have gone high and clients want the telemarketing services to offer more to the customers than they used to. Prior to this phase, the call center agents would decide how much they are going to offer the customers in terms of choice. They were allowed to pick only from a selected range of products/services. This was because the telemarketers would feel that offering the whole range would mean spending time on selling things that won’t sell. They had demarcated the consumers on certain parameters and stuck to them rigidly.

However, the recession opened up the market. The lack of business opportunities made the call center agents more aware of what the consumers want. The BPO agents were prepared to walk that extra bit so that they can get more consumers on board. The competition got tougher and the consumers’ tastes widened and became specialized. The consumers were more aware of their rights and if a certain telemarketing firm did not gave in to their demands they swiftly hung up the phone and signed up with another brand. Telemarketing services also felt that with more options, there were more opportunities to cross sell and up sell. All these factors combined to make consumers better off in terms of choice.