I worked for a telemarketing research company for a summer when I was 17. I was desperate for money, and it was flexible. But some of the scripts they had us read… it was horrible.
One of the worst was a customer satisfaction survey we were doing for a car insurance company. These people had all been in some sort of accident within the last 6 months. Some of them were happy with the service… until they took our survey. We had to ask them around 40-50 questions, depending on their answers, most of them VERY long-winded and personal. We weren’t allowed to hang up on anyone, prompt any type of answer, or respond with anything other than the pre-approved script lines. We also had to get a specific answer from them, so I often had to ask the same question twice.
I remember one man crying on the phone for over 45 minutes to me, because of his injuries and the fact that no one had returned any of his calls about his claim, and me not being able to respond in any way out of the script. It would’ve been funny if it weren’t so sad.
“I haven’t been able to work since the accident <sob> I can’t do anything now, I feel worthless, I’ve called you over 10 times, and nobody’s responded! How would you like it if I treated you like that? How would you feel?”
“So overall, sir, would you say your experience with <company name> has been positive or negative?”
“What do you think? It’s been negative!”
“We’re sorry you aren’t happy with the quality of service you recieved, and we are very concerned with our customer’s satisfaction. Because you’re dissatisfied, would you agree to let someone from <company name> contact you and review your case?”
“<Choke> What have I been asking for?”
I still have huge amounts of respect for cold callers, though. Everyone I talked to had a connection with the company in question, and were usually pretty nice.
Joyfulgirl
(As god as my witness, I’ll never telemarket again!)