Tuesday, October 9, 2012

Use Legit Telemarketing To Combat Its Scamming Counterpart

Every now and then you would hear about the latest scams involving telemarketing frauds. Naturally, this is bad press for the industry but worst of all, it has been rapidly misleading people (at least consumers) into the belief that no telemarketer is legit.

Legit Telemarketers VS Anonymous Scammers

First off, perhaps it would be better if the public at large should also tone down on their desire to crack down on these swindlers. Yes, they should be caught. It is only expected that consumers cry out their rights and demand action.

That is not the same as the witch hunts which follow where businesses and telemarketers alike are lambasted for so much as pressing the number on a dial.

To protect your own right as a business, review your reasons for why you dial numbers in the first place: lead generation and customer support.
  • Business leads – It is generally not enough to simply exchange emails. You still have to formally sign the deal and even before that, B2B solutions generally entail lengthy discussions on price, project duration, as well as the bottom-line purpose and results of it all. It also helps to keep close in touch with your provider and have them keep an eye on those who make false calls on their behalf. You can even give them the mental incentive by saying somebody shady is sabotaging their work. 
  • Customer service – Customer service is not always about just receiving inbound calls day after day. Sometimes a company would like to conduct a small survey and have them contact their customers directly. As with business leads, make sure your business has a way of giving your callers an identity. It might also be best to use additional channels of communication to announce said survey. 
Related Content: How Customer Service Can Be Its Own Lead Generator

Speaking of which, you will notice that the biggest advantage you can give against false association is to make sure your contact center agents have a verifiable means of identifying themselves. Furthermore, that identity also verifies their affiliation with your company, thus showing it to be legit. Make sure your telemarketers take the following measures regardless if they are outsourced or in-house:
  • Database is under lock and key – Access to prospect and client information is regulated and breaches are swiftly dealt with. Any outsourced telemarketing company must have the same level of security as a well-guarded, corporate infrastructure. 
  • Have trustworthy personnel – Applicants as well as present agents should always be held with a certain level of responsibility over data security. Do necessary background checks and make sure recruiters ask them to file basic clearance requirements. 
  • High awareness of possible breaches and responses to scams – There is a difference between being highly aware and completely paranoid. Do not always respond to every telemarketing scam unless it directly involves your business. But in the case that it does, send word to your telemarketers and act immediately! 
Related Content: Why People Are Cautious About Telemarketing Services And What You Can Do About It

As for what actual actions to take, make sure both of you collaborate closely together in your response. Set up a page on your website that can differentiate your telemarketers from that of posers. If you are outsourcing, constantly check in with your provider and make sure they are in the loop on what is happening in case bad news starts floating around. Only use professional telemarketers to combat their shady counterparts!

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