Secrets of Telemarketing From an Industry Insider

Paul Michael — Fri, 06 Nov 2009 20:15:02 +0000

They call you at all hours. They don't care if you're eating dinner or taking a shower. And they really don't like to hear you say no. They're telemarketers. And recently, someone from "behind enemy lines" came forward to give us all invaluable tips on dealing with those harassing calls.

The information comes from reddit's Ask Me Anything section (IAMA). Usually, people will put themselves out there to answer questions on anything from work and hobbies to computer games and, well, anything you can think of. Today, a telemarking insider came forward to reveal all on a profession that's about as beloved as dog poo on your shoe (he uses the pseudonym "Lotkrotan" to protect his identity).

He explains that roughly 90% of telemarketing calls are made from specialized call centers, not the business itself. From Bank of America to EA Games, everyone is outsourcing this stuff. Often, it's to places like India, but there are still plenty of call centers here in Uncle Sam's country. The numbers they call are on an auto-dialer which recycles numbers on a monthly basis. And as for the human you eventually talk to, they're armed with a bag of tricks loaded with everything they need to convince you to say YES.

The original post is quite lengthy. But here is a condensed and edited version that gives you the best advice in a nutshell. Follow it wisely, and arm yourself with the knowledge that will stop these people getting between you and your hard earned cash.

Here are the 10 top tips on dealing with telemarketers.

1. So you're on the Do Not Call List? So what?

This is not a cease and desist order to every telemarketer in the world. Bottom line, if you have ANY kind of relationship with the company, or it's a political or non-profit group, the list does not apply. You can request to be put on a do-not-all list for that specific company, or you can ask to be put in that call center's do-not-call database. If this doesn't work, you have the FTC on your side. Call them.

2. Never hang up immediately.

Why? Because the reps mark it as an early hang up. No pitch was made, so you're still a prospect. Hence, you go back on the list.

3. Don't be rude.

Aside from the fact that these people probably hate their jobs anyway, they have the power to put you back on the calling list. And they will if you're rude.

4. A simple NO isn't good enough.

Saying you don't want the product doesn't mean they won't bug you again. And again. And again. So ask to be taken off the calling list as well.

5. Trickery won't work either.

We've all done it: "Oh, he's not here right now" or "No speak English" may get you off the hook for that one call, but it won't stop the next one.

6. The telemarketer has to rebut when you decline.

Getting mad because they initially won't take no for an answer is not going to help. Reps often get fired for not rebutting at least once, often twice. But after that, it's time to ask to be taken off the list or speak to a supervisor.

7. You have rights.

Check out the TCPA. The Telephone Consumer Protection Act of 1991 provides rules that telemarketers must follow, or face serious penalties. If a telemarketer breaks ANY of these rules, your have the law on your side (yes, you can sue). They include:

Solicitors may not call residences before 8 a.m. or after 9 p.m., local time.
The solicitor must maintain a "Do Not Call" (DNC) list, which must be honored for 10 years.
Solicitors must provide their name, the name of the person or entity on whose behalf the call is being made, and a telephone number or address at which that person or entity may be contacted.
Solicitation calls cannot be made to residences with artificial voices or recordings.
Calls cannot be made with artificial voices or recordings to cell phones or to any service in which the recipient is charged for the call.
Prerecorded or autodialed calls cannot engage two or more lines of a multi-line business or to any emergency number.
In a related section, unsolicited advertising faxes are also prohibited.
In the event of a violation of the TCPA, individuals are entitled to collect damages directly from a solicitor for $500 to $1,500 for each violation, or recover actual monetary loss, whichever is higher.

8. Beware of buying from infomercials

Many are legit. Just as many are high-pressure sales outfits with all sorts of upselling techniques and sketchy practices. Here's a direct quote from "Lotkrotan":

We used simple circle talking techniques to trick people into buying our product. In the infomercial it was $120. We had a list of people that called the number from the infomercial but didn't buy the product. We called them back and offered the same product for $45. Then if they refused we'd go down to $35 and eventually $25 as a last resort effort. They were willing to sell this product for $25, and people were buying it for over 4 times that much! (Employees got the product for $5)

9. Learn the rebuttal and "permission to continue" laws for your state.

Some states require that the rep ask your permission to continue. Others must terminate the call after your first refusal. Know the law for your state and it's another weapon in your arsenal. There's a ton of info here.

10. Remember, you're dealing with a real person.

This is a person with a real family, real bills and real problems, just like the rest of us. It's a minimum wage job and it's not pleasant. They most likely took it because it was all they could get and they're just trying to make ends meet. Before you get into a fit of rage over their call, remember that they're only trying to make a living and your attitude could get them fired.

Here's the complete text. I did my best to cut it all down for you, but it's well worth a read if you want to learn a little more. Also, the other links contain a lot of info, but that is also very helpful.

This article is from Paul Michael of Wise Bread, an award-winning personal finance and credit card comparison website. Read more great articles from Wise Bread:

Unsolicited Phone Calls: How You Could Unwittingly Change the World

Linsey Knerl — Sat, 24 May 2008 23:21:14 +0000

Amidst a crying baby, a noisy dryer, and the steam from my tea kettle, I barely made out the sound of my ringing cordless phone. The caller ID flashed “unknown caller – unknown number.” I should have let it be.

Knowing that I sometimes get important cell phone calls from friends and relatives that don’t show up properly on my caller ID, I answered it anyway. A fast-talking older woman with a twangy accent sped through a script of about 250 words in less than a minute. I vaguely caught the words “energy crisis,” “Lieberman,” and “state’s rights” amongst the chatter. At the end of her breathy spiel, she stopped and asked me, “Would you like us to add your name to the letter going out to your Senator?”

Huh?

Flabbergasted, I wondered how on Earth anybody could agree to such a strange method of political action. I have always considered myself a fairly informed citizen. I read my regular updates from my state and local representatives, drafting personal letters or emails once or twice a year, when it seems appropriate and necessary. I enjoy the “town hall” transcripts from my legislature, and I take time to talk with my 9-year-old daughter about the complexities of our unique Nebraskan unicameral system.

This really did take the cake, however. I replied cheerfully that, “I appreciate your offer, but I already use the opportunity to communicate directly with my government representatives with my own letters and phone calls. Thanks, anyway.” She didn’t have an answer, but wished me a happy holiday weekend and suggested that I enjoy the weather.

I still don’t have a clue what the phone call was about. Whoever spearheaded the phone campaign had one tactic on their mind – to blast through a telemarketing script with the recklessness of a runaway semi-trailer in the hopes that loaded language and fear mongering would get me to agree on any term.

I don’t work that way. Neither should you. And since phone calls from “non-profits” and PAC’s don’t fall under traditional Do Not Call registry guidelines, I suggest a few options for keeping yourself off of aimless “world-changing” petitions and form letters:

Let the caller ramble. It’s a perfect opportunity to grab that last load of laundry out of the dryer and snag a pen and paper.

When they are finished with their passionate plea for change, ask them some basic questions, specifically:

What organization they represent
What legislative bill or action they are addressing
Their formal stance on said bill or action
Where you can find out more information (bill status, drafters, lobbyists, etc.) on the issues

Politely end the call and spend a day or two doing your OWN research on the topic; If it prompts you to take action, find a group that closely represents your opinions on the matter, and align yourself with them, or simply contact your representative via the government website (email) or phone them.

By taking the matters into your own hands, you are guaranteeing two things:

Your views will not be misrepresented.
You will usually get a personal (albeit form-letter) response mailed directly to you regarding the issue at hand. You will have the satisfaction of knowing where things stand, and you can follow up accordingly.

And while I’ve since figured out that the lady was probably referring to the Lieberman-Warner Climate Security Act of 2007, I’m not sure if the letter she called about was “for” or “against” the cause. In matters of finance, politics, and anything else of the utmost importance, it is usually best to be prudent and very, very involved.

This article is from Linsey Knerl of Wise Bread, an award-winning personal finance and credit card comparison website. Read more great articles from Wise Bread:

do not call