[LINK] telemarketers, aaarrgh
Wed, 31 Oct 2001 18:14:20 +1100
Howard Lowndes <email@example.com>
>Don't be rude to them, don't waste your and their time, get them off the
Being unduly rude to them at first blush is itself impolite, granted
(always assuming that you're a subscriber to Doasyouwouldbedoneby).
But the longer they stay on the line and don't get the hint, the less
they deserve the politeness, and the fairer game they become.
With tele-surveys, my normal approach is to ask them to look for the
little box that they are required to tick when the person they call
gets seriously abusive and generally unpleasant to stay on the phone
with. There's usually a pause, then an 'ah' kind of response, and a
> ... and let them have a go at another more likely mug punter.
The phrasing of that needs some further consideration.
I've not seen rejection rates for tele-marketing calls; but for
tele-surveys, it appears to be typical to have to make 5 calls to get
1 completion (see below). There are reasons to think tele-marketing
could be better, and reasons to think it would be worse; so I'll be
charitable, and guess that it's about the same ...
"The Commonwealth Privacy Commissioner's 2001 survey, in order to
achieve the desired 1,524 interviews, suffered 4,925 refusals and
1,020 mid-interview terminations, for a 1 in 5 success rate. The
survey contractor stated that "Given the length of interview, this
response rate is ... similar to response rates of other comparable
surveys" (PC 2001).
[Thanks to EFA's Irene Graham for the pointer to that data].
Roger Clarke http://www.anu.edu.au/people/Roger.Clarke/
Xamax Consultancy Pty Ltd, 78 Sidaway St, Chapman ACT 2611 AUSTRALIA
Tel: +61 2 6288 1472, and 6288 6916
Visiting Fellow Department of Computer Science
The Australian National University Canberra ACT 0200 AUSTRALIA
Information Sciences Building Room 211 Tel: +61 2 6125 3666