Deborah Pearlman

Effective Rep Selection The success of outbound telemarketing always has depended on the skills of the teleservices representative (TSR) placing the calls. With the do-not-call list hanging over direct marketers’ heads, now more than ever strong TSRs are vital to outbound programs. To ensure your program gets quality representation, teleservices experts advise you to pay close attention to the following aspects of your call center’s hiring, training and monitoring practices when conducting an RFP process. Hiring • What percentage of TSR applicants does the agency hire? If it hires 85 percent of the candidates who walk through the door, it probably is not focused

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