Fret-Free Tele-Selling for the Reluctant Rep
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problems.
Absenteeism, and high rates of staff turnover are commonplace. According to the 1997 Call Centre Benchmarking Report, of the 106 centres surveyed, 6 experienced year on year staff turnover equivalent to 100% of the existing personnel. And average absentee rates ranged dramatically – between 4% and 20%.
The problems, I believe, stem from the lack of career development opportunities, and decision-making autonomy, of the operators. Unless you’re running a survey – or selling a low value product – you’ll want to work with a more enlightened company. And a more sophisticated, better motivated – better remunerated – class of tele-seller.
Never forget: Those operators are your representatives. So you want – you need – the very best. And you, or the agency, should be prepared to reward them accordingly. Cost should never be the
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