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Question to filipino telemarketers

by socialentry
10 replies
Heard that filipino operators used soundboards to force their agents to use their script (basically a software with pre-made recordings).

Apparently it is working well because people were either not pushy enough or they basically had too heavy an accent otherwise.

Sounds neat,having perfect pitch all the time for the repetitive parts of cold calls but my first taught was that it might be inflexible if the script is weak...

Does anyone have any experience with this?
Thanks,
#soundboard
  • Profile picture of the author kebertt
    If you're using a generic script I could see this being beneficial for the opener, but other than that how could having a soundboard be effective? I can only imagine the pauses between sentences while the operator is searching for the right recording lol
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    • Profile picture of the author 70chevelleSS
      I own several call centers in Manila, and contract with several others in the outlying provinces and I have never heard of anyone using a soundboard. We do use scripts, and so do all the other call centers that we do business with in the Philippines. Agents have to be put on scripts or they turn into cowboys with their pitches.
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  • Profile picture of the author MaxwellB
    I am almost 100% sure I was contacted by a guy setting appointments for a home security system.

    Literally every single time he calls I wonder what the deal is because it sounds so perfect and recorded..."Hi this is Tom with Home Protections how are you today" and when I said good or fine or whatever he goes on with his pitch which also sounds recorded...

    However the first time he called I said "Are you a real person" and he said "Yes I am speaking to you through a piece of software, do I sound that bad?"

    I would LOVE to know what software takes a voice, and changes it into perfection in real-time. There was a tiny tiny lag, not enough to notice and hang up but just enough to notice.

    The only thing is not all scripts need/warrant a perfect voice....it doesn't leave much room for dynamism in the script so I guess what I mean is only strictly scripted calls could use that, script would have to be very tight and to the point.

    EDIT: I did a little research and apparently all their callers are Tom haha. So it is a soundboard type of thing I guess.
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    • Profile picture of the author 70chevelleSS
      There is no such thing as perfect voice. The key to selling direct to consumers is 100% based upon tone inflection, intonation and following the proper rebuttal structure when you get the invariable "NO" that is always a person's first response when you ask them for money. You have to get a person excited in order for them to want to buy from you. A piece of software can't replicate human tone inflection.
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      • Profile picture of the author MaxwellB
        Originally Posted by 70chevelleSS View Post

        There is no such thing as perfect voice. The key to selling direct to consumers is 100% based upon tone inflection, intonation and following the proper rebuttal structure when you get the invariable "NO" that is always a person's first response when you ask them for money. You have to get a person excited in order for them to want to buy from you. A piece of software can't replicate human tone inflection.
        Well then it must have been a soundboard full of a professional voice actor's voice recordings for various different responses and objections. Probably operated by a Filipino for $1 per hour.
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  • Profile picture of the author MaxwellB
    And here it is:

    Perfect Pitch
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  • Profile picture of the author 70chevelleSS
    I've heard of "Perfect Pitch", but I've never heard of it being successful anywhere. Sometimes too much technology is just too much technology.
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    • Profile picture of the author MaxwellB
      Originally Posted by 70chevelleSS View Post

      I've heard of "Perfect Pitch", but I've never heard of it being successful anywhere. Sometimes too much technology is just too much technology.
      I feel like it could potentially be successful only due to the fact that if you have $2 per hour filipino reps literally just pressing buttons, speaking to just 4 decision makers per hour and only converting 5% to appointments which are all conservative numbers that would turn out to somewhere around $10 per appointment.

      That being said I would never use it for my clients but maybe test it on some personal campaigns.
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  • Profile picture of the author kellyyarnsbro
    Funny but i think it's a complete mess if you use pre-recordings for telemarketing, a risky thing, once customers realize that they are talking to machines with pre-recorded scripts they start to think that they are stupid enough to talk to an answering machine. Everyone does want to talk to real people.
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  • Profile picture of the author allianceprocessing
    Our sister company has a call center in the Phillippines, but it's American owned so they have managers from the US on rotation to go out and visit for coaching sessions to perfect their accents and verbiage. Continuing education if you will, just to ensure consistency.
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