Analytical Report on Telemarketing
HOW CAN TELEMARKETING MANAGERS MAINTAIN AN ETHICAL ENVIRONMENT AND IMPROVE THE PROFFESSIONALISM OF THEIR AGENTS?
Purpose: This report will analyze how telemarketing managers can maintain an ethical environment and improve the professionalism of their agents. This report is also a class requirement for English 205, Fall 2009.
INTRODUCTION
Rapid technological developments in computers and telecommunications coupled with significant growth in the telemarketing industry have created new challenges for management. Ethical abuses have tarnished telemarketing’s reputation and created an environment where observances to the law and ethical perspectives have been overseen.
In telemarketing agencies, the use of the telephone is the most important tool. When the phone is used correctly, it will increase sales, improve customer relations, and establish long term customers. However, when the phone is used incorrectly, the telephone can create grief for a company. The telemarketer on the telephone is to add value to the customer in order for the call to be worthwhile. Therefore, telemarketers must communicate efficiently and use proper communication techniques.
Telemarketing Agencies Face Legal Challenges
Telemarketing is the quickest and easiest way for companies to spend money today. It has been in a decade-long growth spurt that shows no serious sign of weakening. However, telemarketing agencies face challenges that are worsened by encyclopedic lists of complaints about telemarketers and their methods. The complaints resulted in the passage of several pieces of legislation that have forced calling agencies to restrict their calls.
Do-Not-Call Registry
The Do-Not-Call Registry has been in effect for over 6 years and hundreds of thousands of companies have made adjustments to comply. The Do-Not-Call registry has more that 62 million registered numbers (Lieber, 2004). In a Do-Not-Call world, it is hard for a company to make a pleasant and
Purpose: This report will analyze how telemarketing managers can maintain an ethical environment and improve the professionalism of their agents. This report is also a class requirement for English 205, Fall 2009.
INTRODUCTION
Rapid technological developments in computers and telecommunications coupled with significant growth in the telemarketing industry have created new challenges for management. Ethical abuses have tarnished telemarketing’s reputation and created an environment where observances to the law and ethical perspectives have been overseen.
In telemarketing agencies, the use of the telephone is the most important tool. When the phone is used correctly, it will increase sales, improve customer relations, and establish long term customers. However, when the phone is used incorrectly, the telephone can create grief for a company. The telemarketer on the telephone is to add value to the customer in order for the call to be worthwhile. Therefore, telemarketers must communicate efficiently and use proper communication techniques.
Telemarketing Agencies Face Legal Challenges
Telemarketing is the quickest and easiest way for companies to spend money today. It has been in a decade-long growth spurt that shows no serious sign of weakening. However, telemarketing agencies face challenges that are worsened by encyclopedic lists of complaints about telemarketers and their methods. The complaints resulted in the passage of several pieces of legislation that have forced calling agencies to restrict their calls.
Do-Not-Call Registry
The Do-Not-Call Registry has been in effect for over 6 years and hundreds of thousands of companies have made adjustments to comply. The Do-Not-Call registry has more that 62 million registered numbers (Lieber, 2004). In a Do-Not-Call world, it is hard for a company to make a pleasant and
References: Ethical marketing guidelines. (2007). American Teleservices Association. Retrieved November 19, 2009, from http://www.ataconnect.org/public/compliance/ethics.php Lieber, M. (2004, October). Six ways to conduct successful telemarketing in a do-not-call world. Target Marketing, 12 (10), 107-108. Mouawad, M. (1996). New developments in customer service training. Managing Service Quality, 6 (2), 49-56. Noble systems offers full support for new FTC regulations on telemarketing. (2003). Press Release News Wire. Retrieved November 16, 2009 from http://www.prweb.com/printer.php?prid=75168 Szmyd, B. (2002). Mangers work for their people, not the other way around. Telemarketing, 11 (4), 47-49. Zeller, B. (1992). ABCs of training equals a better communicator. Telemarketing, 10 (8), 30-33.