April 1999

Dear Nadji:

I read your Outlook in the March 1999 issue ("Outbound Teleservices Call Center Growth Slows Significantly…") with interest. I totally agree that quality is of the utmost importance. But most forget the total customer satisfaction part of "quality" - and include hanging up on X percent of customers by using predictive dialers. If customers only knew their "nuisance" calls were from "the people" they would hate us even more (and they soon may with all the Caller IDs.) This will lead to more legislation. I believe the real way to save the telemarketing industry is to grow the inbound side (versus outbound). Done creatively, it will result in more sales.

N. Powell Taylor
Customer Service/Telemarketing Consultant