I just read a newspaper article that made me quite angry. This article, available for a time on the Toronto Star web site, tells the story of a call center that deceives customers into buying their product.
Remember, one of the keys to “ethical upselling” is to be, well, ethical!
So when I read this call center was lying to their callers, telling them they were calling from Calgary, Canada, instead of overseas, I was enraged! For one thing, I am Canadian. So I don’t like Agents pretending to be Canadian, just to trick a caller into trusting them.
But, there’s another key point: You can never have a mutually beneficial, ongoing relationship with someone based on lies. Repeat business depends upon trust. Beginning a sales relationship based upon lies kills that trust.
While some customers may be more comfortable buying from someone who pretends to be geographically close, I’d rather buy from someone who is honest about their office location and genuinely wants to help me.
Related tips:
This article gives 12 tips to improve your call center sales results. This related story shows how to train the Generation Y (less than 30 years old) employees in your call center. Here is a list of some popular call center training programs.
Filed under: Call Center Articles Tagged: | Calgary, call center training, contact center, Toronto Star
