A visit to the client may be costly, but worth the investment to maintain good relations. Since telemarketing is one of the most labor-intensive of all industries, with clients often requiring last minute changes, it is not uncommon for a telemarketing vendor to make an occasional mistake or experience an oversight. We all make mistakes, even our clients and their bosses. The vendor that readily admits a mistake, as well as provides a game plan to correct the error, will have a more favorable client relationship in the long run. Take the Client's Phone Calls With the convenience of voice mail, it has become all too easy to avoid time-consuming phone calls when one is busy.
Nothing irritates a client more than having a vendor dodge phone calls.
Vendors should promptly take all client calls or have a system in place that informs the client when the call will be returned. Many times, the client is calling in reference to a question or a request from someone higher up in the organization. Keeping a client waiting not only damages the relationship between the client and the vendor, but potentially between the client and their boss. Typically, clients only spend an occasional hour or so per week monitoring the calling campaign. The telemarketing vendor needs to remember that with the majority of time spent in the call center environment, it is necessary to act as the eyes and ears of the client.