Some call centers have quality assurance and performance metrics down - to the point where they never get complaints. It could be worth thousands of dollars to professional telemarketers, debt collectors and sales pros to find out why. It could even keep you from going out of business today. What secrets do these phone jockey Gods know that we don't? We think it's worth a look.
DNC Compliance Complaint Causes - click for video
This video is for informational purposes. Be sure to consult your own attorney for questions specific to your business. (Special thanks to Christine Reilly for the content in this video - Partner and Cochair of the TCPA Compliance and Class Action Defense practice of Manatt Phelps and Phillips)
Top consumer TCPA lawyer Sergei Lemberg insists that 90% of the suits that cross his desk could have been totally prevented by a simple apology.
That's interesting given the number of technical violations involving equipment used to call without proper permissions. (Recently Capital One was fined 75 million dollars for auto-dialing cell phones without the consumers' O.K.) So what gives? Are agent performance metrics really that predictable? Is there still hope for the phone magic of making people love you - of bringing them on the carpet ride break from their every-day-the-same again world. Or at least some common courtesty, and maybe even some old fashioned sales chops.
Furious mistreated consumers e-mail me every day, not because they couldn’t make a decision on the phone product offering, or because it just wasn’t the right time to participate. No. Furious consumers call me because someone cut them off when they said they were on the do-not-call list. Or they wanted to ask not to be called again and the phone was slammed down. Or they took exception to the coldness of call blasting which gave them no recourse to request not to be called again. (See our blog: "Vendor Oversight top Component of Do Not Call TCPA Compliance.")
Or someone was called 10 times in 3 days. Tortured. Just picking up the phone to say hello. To the point where they heard that dreaded dead time after they picked up and knew it was a robocall. Or heard the same silence and the chatter of other callers in the background with someone reading a script. A call center. A meat market.
(As an experiment, one robocalling friend of mine went to live calling - and actually made out better. Even though he made less calls, because their was no "dead air" - that 3 or 4 seconds when you know a recorded message or auto-assisted multi-line dialer operator is about to hit you, operators actually made more sales hand dialing!)
"But Bob, you don’t understand, those days of spending time listening, caring and helping in phone communiatons are gone."
Really? It’s a numbers game now—people are so used to being called anyway,– and nobody has the time today. Yep. Calling lousy consumers that never pick up. Expecting the world from me. Don’t want to buy anything anyway. It’s not me, it’s all the people that came before me and messed things up for telemarketers.
But wait, I could put Werner Erhard, or Will Smith, or Bill Clinton on the phone, and even if you didn’t know who they were, you’d be in charmed orbit. The experience of a true professional sales person is an experience to behold—in loving them and yourself. As the late sales trainer Zig Ziglar reported a customer saying at the end of his sale, “You know, I even like myself better when I’m with you.
And my complaint e-mails confirm it: “I feel tortured when I’m with you - and I’m going to take it out the only way I can - by complaining or fining you."
Someone out there just listen to me.
And I’m no longer willing for my complaints to be stuck at your call center level. If you won’t pass them on to your master, the company on whose behalf you’re calling, I’ll get a lawyer that will. And the chat rooms tell me I can help other fellow tortured souls with a thing called “class action lawsuit” status.
Want to be compliant with the Do Not Call Laws?
Try leaving people in a better place than they were when you found them, whether they buy from you or not.
Be committed to starting each call with a blank slate that can go any way they choose.
Listen to whatever they want to talk about. They really don’t care how much you know until they know how much you care.
Try listening twice as much as you talk. That’s all anyone really wants anyway. To be heard.
But why is it that some salespeople not only never get complaints, but folks are actually glad they called...
And can’t wait to speak with their associate again, even though every telemarketer before them messed up the telemarketing universe; even though they have no chance to contribute, or make people’s lives better, or leave people in a better place, they do anyway.
Yes, it’s prudent to protect yourself from the DNC Laws when reaching out to potential customers, and especially cell phone owners. And it’s not easy. But consumers and businesses know in the first five seconds if they’re in the presence of a master. Like listening to Arthur Fielder conduct the Boston Pops. Or YoYo Ma play the cello. They give up complete control, gladly. It’s a pleasure just to be in the presence of a master.
These masters of loving, and keepers of the magic, don’t ever get Do Not Call TCPA complaints. They treat people with respect. They say please and thank you. They’re willing to talk about whatever is on their customer’s mind.
And it’s more than that. We just love the sound of their voice.
A man called my mother for a magazine subscription years ago that she didn't need. Not only did she buy, but her feet never touched the ground after the call. He was polite, respectful, and interested in how she was doing. I did catch a quick listen to the guy’s voice, and it did sound like music to my ears—like any great salesman that knows exactly what they’re doing. Bringing us from a “need satisfier” to a “want creator,” and of course we’ll buy their product. But first let’s talk about something important. Like our kids, or where we went on vacation, or other things we might have in common.
And then, almost imperceptably, bring them around to what can change their life - bring them to the promise land of everything working again - or as Garrison Keller says, "Where all the women are beautiful, the men are handsome, and the children are above average."
Let your customers dream. And with a little love, skill and comittment, you can bring them wherever you want. The solution is always the same. Your product or service.
And they'll gladly give you their money for it.
And never lodge a DNC Compliance Complaint! -
For more about compliant calling techniques and scrupts - call my personal line at 561-317-3001