6. Be a "Problem Detective." Occasionally while prospecting, a teleservices agent will interact with an existing customer who has a prior complaint with a company's product or service. Detecting, documenting and communicating it fully and promptly should be standard operating procedure within all B-to-B campaigns. Experience confirms that many concerns can be alleviated as the result of timely input from alert teleservices agents.
Mary Conway is the chief marketing officer for Mahwah, N.J.-based DialAmerica, which specializes in teleservices programs. She can be reached at (800) 913-3331 or via the company's Web site at www.dialamerica.com.