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Training Telemaketers

by reactiontm
14 replies
If you've found a good, reliable person who needs to work on their TONALITY for speaking with people in the US authoritatively, do you know of any resources/training/products to help them work on that?
#telemaketers #training
  • Profile picture of the author amulektwo
    If they are Indians then we are going to have a problem with their accents, try Filipinos, their accents are neutral and they are fast learners and really motivated people!
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  • Profile picture of the author Jason Kanigan
    Originally Posted by dimsim View Post

    Filipinos are great. stay away from indians lol


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    • Profile picture of the author kaswistry
      I don't know if that qualifies as racist. Racism is more of "You can't do that because you are.." or "We don't like you because you are.."

      I'm going to be honest here - I am a Filipino and frankly, I have friends who monitor conversations between Americans and Indians (in the BPO industry) and they tell me that many Americans have problems with accents from Indians. It's a language barrier thing - the way Indians speak their native language is very different from how Americans pronounce words (the twang) so either you find Indians with really good accents or you have to train them. If you have a training budget and time, training's good but if you need it fast, not the best way entirely.
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      • Profile picture of the author chicka
        Originally Posted by kaswistry View Post

        I don't know if that qualifies as racist. Racism is more of "You can't do that because you are.." or "We don't like you because you are.."

        I'm going to be honest here - I am a Filipino and frankly, I have friends who monitor conversations between Americans and Indians (in the BPO industry) and they tell me that many Americans have problems with accents from Indians. It's a language barrier thing - the way Indians speak their native language is very different from how Americans pronounce words (the twang) so either you find Indians with really good accents or you have to train them. If you have a training budget and time, training's good but if you need it fast, not the best way entirely.
        I totally agree with you. It's not being racist at all...we're talking about skills here and not the nationality/ race of an individual. It's not stereotyping but it is just an opinion and that was also based from an experience. I used to work in a call center and I also experienced hearing from US customers that "most" Filipinos sound more comprehensible than Indians.
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  • Profile picture of the author Jason Kanigan
    I wonder how you'd feel if I said flips suck and indians are the way to go.

    I believe the sentiment was "we don't like indians because they have hard-to-understand accents." Fits your framework, doesn't it?
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    • Profile picture of the author kaswistry
      Originally Posted by kaniganj View Post

      I wonder how you'd feel if I said flips suck and indians are the way to go.

      I believe the sentiment was "we don't like indians because they have hard-to-understand accents." Fits your framework, doesn't it?
      Again, this is from a business perspective. I say if he has all the time in the world, then fine. But when you hire people for your companies, there is a certain set of qualifications that you require candidates to have. Is that discrimination? I don't think so.
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  • Profile picture of the author BlairAddison
    I'm a telemarketing Supervisor, but I hate telemarketers...?

    and I was training a new person for the second day today, a sweet lady. She quit. I apologized profusely, she said is was partially because she doesn't like telemarketers, and partially because of the way I taught. Do you think that my dislike of the field causes me to be a bad fake Customer on the other line during training? I just wanted her to be prepared. Most of the time the callers are getting "no"s and stupid questions, so I was just trying to do the best I could to get her prepared for that without being a bad customer. Was I wrong to do so? Does this make me a bad supervisor? Does this make me a bad person?
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  • Profile picture of the author traficmaster
    im sure you can find someone on freelancer
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    • Profile picture of the author reactiontm
      Originally Posted by traficmaster View Post

      im sure you can find someone on freelancer
      Funny you mention FL... the apps on freelancer have been decidedly LOW in quality, if the languaging of the apps was any indicator.

      I can hear them as I read their posts... eeek.

      We'll be sifting and sorting, but we'll be moving at a "faster than American Idol" pace.
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  • Profile picture of the author Chris Cho
    Just find a person who already have all that quality. I tell my guys all the time, "I don't need to motivate you guys... I'm not Tony Robbins.
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    • Profile picture of the author Colm Whelan
      Originally Posted by Chris Cho View Post

      Just find a person who already have all that quality. I tell my guys all the time, "I don't need to motivate you guys... I'm not Tony Robbins.
      Did you just answer the spammer?
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  • Profile picture of the author chicka
    Originally Posted by reactiontm View Post

    If you've found a good, reliable person who needs to work on their TONALITY for speaking with people in the US authoritatively, do you know of any resources/training/products to help them work on that?
    Try Filipinos then! They sound more natural and comprehensible than other Asians. They are great English speakers. It's worth a try and I am sure, you won't regret hiring them.
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  • Profile picture of the author Voasi
    Originally Posted by reactiontm View Post

    If you've found a good, reliable person who needs to work on their TONALITY for speaking with people in the US authoritatively, do you know of any resources/training/products to help them work on that?
    How valuable is your time? I wouldn't waste the time to find resources/training/products to help your telemarketer with their accent and tonality. I'd hire a team that, at it's minimum, as those qualities already.

    It's hard enough to not only put together an offer that makes sense to the masses, but to make sure that you have good the right data to call on, to help them with their pitch, help them with rebuttals, help them with product knowledge, etc...

    I'd suggest finding a team that you have to pay a little extra so you don't have to worry about the nuance of tonality and accents.
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  • Profile picture of the author nickbrander
    Filipinos are good. Japanese are better.
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