Mary Ann Falzone

By Paul Barbagallo, assistant editor, Target Marketing & Inside Direct Mail Legislation establishing state-maintained telemarketing do-not-call lists has been introduced in Minnesota, Oklahoma and Washington State. If enacted, these states will join 25 others already maintaining their own lists. These bills follow the heavily debated do-not-call registry in California, a state so innundated with evening phone solicitations that the measure gained snowball-like momentum as it rolled to the Capitol. Senate Bill (SB) 771 eventually passed, enabling Californians for sign up for the registry beginning in January 2003. Under the program, California consumers will be able to place their phone number on the state's

At Philadelphia's "Focus on the Front Line" Town Meeting and panel discussion held in May, call center industry leaders came together to discuss some key issues facing those on the front line and their supervisors. The panelists included: Mary Ann Falzone, president, Falzone & Associates; Steve Fagan, senior vice president, RMH Teleservices; Chuck O'Donnell, telemarketing consultant; and John Welsh, consultant and president, K-Tel Services. Q. What's the ideal ratio of supervisors to reps? Welsh: "It depends on what the reps do. For telemarketing, 1:12 is best; for customer service, try 1:8." Fagan: "It depends on the ergonomics of the call center, and

by Mary Ann Falzone The art of upselling and cross-selling on the telephone has one absolute golden rule: The customer must win. When the benefit from your add-on sale is both tangible and instantly understood, such a program will work every time. If it takes a stretch of the imagination or a leap of faith to grasp how the customer could possibly profit by the exchange, the upsell or cross-sell just won't fly. Sound like common sense? It is. Yet, that doesn't stop many marketers from focusing on what they need to sell instead of what the customer needs to buy and why they'd

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