It was a very early interview (6.35 am) and perhaps he wasn't feeling on top form what with the snow and the cold but Matthew Vallance, Managing Director and CEO of First Source Solutions has drawn our attention to an emotional crisis in telemarketing.
I have never heard anyone completely unable to answer a question during an interview on Radio 4 and the few seconds of silence were excruciating. What Adam Shaw, interviewing wanted to know was, is outsourcing telemarketing jobs away from the UK damaging our economy.
No wonder he was stumped. Of course offering our telemarketing jobs to other countries is damaging our economy but in more ways than financial.
A good telephone sales call has to sound right. It is all very well providing a solution to a customer enquiry but these days we know how to allow the customer to enjoy the process too.
If an enquiry is handled by a telemarketer who speaks English as second language, they will not be proficient with the pace, tone, timing and attonation which amounts to not understanding our culture.
Bring customer services back to the UK, have our enquiries handled by telemarketers who will make you feel good about a call and for goodness sake, recognise that Emotional Engagement is what we like about interacting with other human beings.
Hi Simon, the way you depict Emotional Engagement seems to be a Universal Language, a technique that any human can be made aware of, understand and learn. Protectionism is very good for any Economy but Emotional Engagement knows no boundaries, am i correct? Olivier.
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