Kent Miller

Kent Miller
Keys to Good Training and Supervision

by Kent Miller Critical to the success of any industry is the quality of the people who work within it. Telemarketing is no exception, and with the explosion in telephone sales— up 30 percent since 1994—having reps who can sell on the phone is very important. Telemarketing is a tough business, producing a high rate of employee turnover. How do you find and keep the best people? To find out I spoke with Noreen Kaminski, vice president of quality assurance with DialAmerica Marketing. She offered some tips on recruiting and training TSRs, as well as on supervision and customer satisfaction. DialAmerica Marketing looks only