Rethinking Telesales: 5 things to recalibrate

Over the years, telesales has gained popularity. Whoever has my number whether I am aware of it or not used to call for business. I have found excellent use of this by emerging startups. As a consumer, I have been benefitted from some of such calls. The telesales or marketing has been adopted as a core service design by some of the companies. As such, a leading delivery company used to send OTP in the recipient's mobile number after completion of delivery as digital proof. The same company used to send IVR calls to measure satisfaction. To take this a step forward, some online portals have started product demo via video call. Amazing, indeed!

During this pandemic, Telesales or telemarketing is on the rise. That is one part of the situation, on the other side, our work style has also changed significantly. Intensifying the telesales which companies used to do before the Covid-19 era may not be giving the same result as the way we behave digitally has changed significantly too. Our growing dependency on devices especially on mobile has resulted in a certain behavior and the habitual impact that requires us to recalibrate our traditional Telesales or telemarketing.

Here are the 5 things I do not want anymore-

1. My work is more dependent on mobile, I am more engaged in my mobile than ever before. Mobile calls are tiring, I want easy to use an online portal than phone calls. I am available on SMS, Viber, or WhatsApp; text me please, I know to order online! 
2. Most home deliveries are delivered at the time when I am not at home. So the delivery person needs to call me to get the OTP, that too in a time when I am on a zoom/ teams/ Whatsapp call. Your OTP forced me to be disconnected from my online meeting. Please pardon me, rather send me a confirmation SMS/ text where I can reply with yes or no.
3. Service feedback calls even more frustrating when the same thing can be done online. To increase the service quality, it is time to stop service feedback calls, please send me quick rating questions on my phone/ app/ messenger instead.
4. This pandemic taught us to be humble, to live a life with absolute necessity only. If a brand really cares about me, please don't call me with your 'super-fantastic special offers'; because that may not be so special for me, rather give me discounts at the checkout when I am out there to shop my requirements. I will surely remember that gesture.
5. Even if as a customer I requested a call, still uncomfortable if I have the call during my online meeting. A text before the call to confirm the availability will increase the perception and acceptability. It will surely improve the chance for a successful conversation.

The writer is Head of Strategy & Brands at IPDC