Hardly surprising I think you’ll agree, but as this BBC article shows, the Indian call centre market is rapidly losing valuable, educated labour.
In short, the honeymoon is over. Here at Nido we’re almost a free-range pet rescue centre for undervalued telemarketers to work their verbal communications magic, so we know a bit about this.
Brand
On one end of the phone, the customer hears a dull, hazy message delivered with little enthusiasm and ultimately gives the wrong impression of the brand. Bad for customer experience.
Employee Engagement
On the other receiver, the telemarketer is mentally exhausted from reading the same script 200-300 times during the day. With little prospects and poor working conditions, the employee will want to do as little work as humanly possible and go home.
Ethics
Many UK-based outbound call centres don’t pay very well (we’re talking £5ish per hour), subject people to cramped conditions on automatic diallers, and employ job-lots of staff from agencies to keep those pesky little employment laws at bay.
So it’s not difficult to establish why call centres embrace a ‘revolving door’ staff retention culture, and why they are a breeding ground for the worst examples of telemarketing practice.
Coming soon: We’ll be slating the worst cold calls we’ve received at the Nido office. Have you had any howlers recently? Tell us about them - aidan@nidomarketing.co.uk
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