How Do You Avoid Sales Calls ...
Without losing your professionalism?
Posted on: 13/06/2013 By: Jenny Eaton
Is it just me or since the start of The Call Centre on the BBC has there been a lot of talk about the Telephone Preference Service? If you are registered with TPS you might be intrigued by the results of this survey. It is something we recommend for all our clients ...
would you like us to shield you from those annoying sales calls?
One of the first questions we ask a client when we are building their profile is whether they would like us to accept sales calls. Simply by accepting the call we can imply that the business is open to receiving further information, so we double check with our clients how they wish us to handle it. More often than not we are asked to “get rid of them”. Obviously we do this politely as the caller is doing their job, much the same as we are.
The joy of using a Call Answering service is that you can pick out those calls that you want to pay attention to and ignore the rest. We take on the role of the gatekeeper and, a bit like me with a bowl of muesli, discard all the dried fruit (sales calls) straight to the bin focussing only on the important new enquiries and existing customers (bran and oats!). We still record the sales calls so that clients are aware of how many they are getting – a useful thing to know when you are considering changing phone numbers.
If a client doesn't want to receive unsolicited/sales/cold calls then we advise them to register with TPS (in some cases we have been known to do it for them!). The Telephone Preference Service is run by the Direct Marketing Association. UK Companies are required by law to check their outbound marketing call list against the TPS register and remove any numbers from the list that do not accept calls. Nev described that briefly in the first episode of The Call Centre.
But as the director of TPS said this works well with law abiding firms, however rogue firms that do not check the list will still call. The Which? Survey of 2,000 consumers discovered that those that were registered with the TPS received twice as many calls as those who weren't registered, although most of them said that this was still lower than before they registered with the TPS.
We will still be advising our clients to register, especially as the DMA and Which? are now calling for more stringent rules and for those that flout the law to be treated more harshly. Unfortunately the law only legally binds UK firms making outbound calls; those from overseas are not affected. And it is most often them that we have to explain what TPS is – and on many occasions what we mean by unsolicited calls!
Our biggest problem is the automated PPI calls and we spend quite some time waiting for the message to finish so we can press 9 requesting that they do not continue to call. The Which? Survey suggested that 62% had received calls regarding the mis-selling of PPI insurance and all of them consider it to be the biggest nuisance. The PPI situation also brings into the debate the use of texts to market to people, and again Which? and the DMA are calling for the laws to be clearer and more easily enforceable.
Ofcom however have reported that they have issued £1.5million in fines against firms that have been flouting the silent calls rule. And we know a Glasgow Kitchen firm was fined £90,000 for “plaguing the public” with nuisance calls without checking the TPS register to see if the consumer had opted out of receiving such calls.
So if you are a tradesman plagued by sales calls that regularly interrupt your work schedule then please check out a previous blog about why we started The Office Genie. You can also click here to ping over an email or give us a call on +44 (0) 845 9011803 because we can shield you from those annoying sales calls.
Until next time ...
I love playing with words and I have dreamed of being a writer since I was a child. With a romantic idea of scribbling away in a cold attic room with my trusty fountain pen. I have always dabbled, but until now it’s not come to much.
When I started with The Office Genie it was to provide me with a part time income to support my writing. Over time though I have developed into the Marketing Genie on a full time basis. I love it, I get to play with words all day as I try to share the dream and the passion that Jacqui has turned into The Office Genie. My work involves blogging, letter writing, email writing, web copy writing, e-book writing, campaign planning, strategy planning, social media interactions – it’s like I write and talk all day every day, my parent would say it’s the ideal job for me!
My first blog posts were about my day to day life as a Genie but they are growing into sharing my view of the business world. I am passionate about helping small businesses be the best that they can be, standing out from their competition in the small things that come together to give an impression of great service – to find out how we can help you should call me on the number below.