"I don't know if you know anything about Six Sigma," Coombs asked rhetorically. "But a human being is at best a 2-sigma machine. Which means that humans get things right 92 to 93 percent of the time. If you think about that, if I take a 100 calls, that means that 7 to 8 of those callers don't get the right information, not because I'm trying to mislead but because I got in a fight with my wife or I hate this call center job or I'm tired and I made a mistake."
"Consumers thought they were getting something for free, a trial, and they kept getting billed," he said. "One of my agents can't do that. The offer is going to be made exactly as it is intended to be. You take away the ability of someone to misrepresent something. You take away the ability to omit required disclosures." [...]
To hear these companies tell it, if you take away a lot of abilities, perhaps what's left is a more ideal telemarketing call experience.
Though no one quite puts it this way, the number-one selling point for the soundboard technology is obvious to Filipino telemarketers: Americans' xenophobia. We want to hear from people who sound just like us.
Think about how rough it would be to be told by some single-language-speaking, first-world jerk that you, a college-degreed, up-and-coming Filipino youth, were annoying because of your accent. Now imagine being told that hundreds of times a day. What kind of anxiety might you start to feel each time you opened your mouth?
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