At 5/8/13 12:56 PM, Insanical wrote:
First of all, I apologise my reply wasn't meant for you it was for the OP. I wasn't paying attention to the usernames and when I quoted someone i assumed the person who changed the quote to "stupid shit" I thought it was the OP. My post wasn't to contradict or challenge anything you said it was because the OP was acting like the agents in the call centre are retarded because they don't recognise that whoever they're calling does not want their service because they don't answer when in reality the agent has no fucking clue who they're calling.
Ah ok, then sorry for if I said anything bad to you personally, I was still commenting on the type of view that the OP gave and others seemed to follow. I haven't been in such a place that has the automated stuff myself, but the way you mention it does indeed make sense. I did guess such places existed from the earlier post but once again I was commenting against the view that "all the cold call businesses are the same, and they are evil trying to cheat you of money" etc. which some people still seem to have.
Now that's cleared up, just to let you know while you worked in call centres, I am still working in one. In the last 7 years i've been in about 10 different call centres, every single one had automated systems to call customers. It seems as though you worked in B2B though which is a bit different from what the OP is getting pissed off at. You're calling other businesses which, yes the majority of the time you will be calling them manually and required to leave a voicemail because you have much less business to get through and need to make sure you get as much rapport and set the best relationship with them as possible.
The reason the view is as bad as it is, is likely due to the fact that the OP doesn't understand the different types once more, there is a huge difference between calling businesses and calling public, before all the other differences are brought up with the individual company and their products etc.
However when it comes to working with a blue chip company wanting to call their customers to offer an upgrade on whatever product they have, it'd be fucking ridiculous to have all their agents call each customer individually conisistently to get a hold of one person, the majority of our day would be completely unproductive. While leaving a voicemail with businesses may work, leaving voicemails with Joe Bloggs does fuck all because the only way Joe Bloggs will ever buy from you is if you sell it to him properly as Joe Bloggs will listen to the voicemail realise it's a sales call and delete the message immediately. When a company has excess of 50mil customers, it's impossible to have a manual calling system because it would just be unprofitable.
Voicemails is seen as sort of a time dump aspect of the company, that 99% of them will likely be deleted or not bothered to be looked at, but the few that could get through and listened to even if not called back by the person themselves could leave the thought in their mind which may affect a future call a few days later or similar to check on it. I myself had no luck from voicemails but I did know some others who did recieve word from them. As a result it really is a time dump but in the end of the day can be worth the time.
Also stop making out as if our jobs are respectable. The only reason I work in a call centre is because It pays a shit load for an entry level position. Its literally the best job to have while you're a student. When I was working part time i was making more money on my bonus than people were with their full time wage. If it wasn't for the pay I'd work somewhere else till I finished uni. B2B...fair enough a lot of the time you are offering something useful but out of the 10 places I've worked in only 2 of them was I offering something that would benefit the customers.
I fully approve of when you say our job isn't some great amazing respectable position. As it depends on the company themselves and in the end of the day they do what they will for money, that is their business. My brother himself was also cold calling once and he absolutely hated it as he was selling things to 'old ladies' he knew they didn't need. I could never ever do that job myself, it would destroy me to use people like that and such jobs I fully approve are wrong, such companies are not respectable. However the people on the phone are what you have to think about, we are respectable, we are human like you all. Treating us like shit due to such views of the companies is not something you should feel proud about. If you are cold called politely let them know you are not interested.
I am more trying to state that our job is still something professional as it is still a business, holding with it high standards for customer relations etc. which is vital to have with companies that want to keep customers for as long as possible and who mostly find business via cold calling. (yours may differ but as I stated I only really knowall the fine details about the one I worked at)
I was always accepting of people who simply stated their weren't interested after letting me mention roughly what we could provide, or if they mentioned their current needs and I realised we counldn't be beneficial for them. Even barred numbers were a welcome relief for me as a barred number states they wouldn't want to be called. What got to me was when people didn't bar their numbers and then yell at me for calling them, swearing at me for something I didn't even do, endlessly throwing abuse at me due to calling a advertised contact number for their business. Aside from the usual abuse from those people the others who simply responded with rudeness and unprofessional tones and comments etc. got to me just as much, people who would hang up rudely, have a bad attitude, people who would be clearly uninterested in even keeping a professional image of their company while I was trying to have a nice call. People lying blatantly about being a business or not having others near them who I can hear them talk to, or even doing such things as crunching paper next to the reciever as if honestly thinking it sounds like interference, or one case where I even had someone make some really high pitches sound thing up against the reciever as if trying to deafen me when I was already going to hang up.
All I wanted was to be treated with some common decency, the same I always gave to even the rudest of people I called. But when I had to deal with all that stuff on a daily basis, being used as a punching bag for businesses unprofessional attitudes only to then return home and find others making threads like THIS, trying to make us out to be some evil low rank of society and trying to claim I didn't try to be nice or helpful or anything, you can see how it effects me.
In the end of the day as I mentioned before I had to leave this job, a mixture of my mind being torn apart with my emotions due to the treatment I received and being unable to make sales (sending out the applications in my position) as I was unable to adapt my customer service mindset to the sales position as I believed I could. I always cared to make sure the customer was happy rather than trying to sell them something, listening to their worries only to find the business wouldn't have benefited from helping them was the single worst thing that happened to my mentality during my job. When I promised myself I would help someone and be shut down like that by my company despite knowing the customer would have benefited greatly from it brought me to tears on two separate occasions.
So when people make me out to be some heartless manipulative low ranked minimum wage reject of society.....such people please think about the people you are talking to when you speak on the phone.