Three Major Challenges When Implementing Telechannel Jobs

There are three major challenges a company must address at the time it implements telechannels and the jobs associated with those channels: (1) how to define the job or jobs (i.e., distinguishing between telemarketing and telesales) that are needed and the role the employees play in the process of getting and keeping customers, (2) how to break down any unfavorable stereotypes associated with the job so that the company can attract people with the required skills and experience, and (3) what types of rewards to use to not only attract but retain talented people in the jobs.

1. Distinguishing Between Telemarketing and Telesales Jobs

We find that many companies have a difficult time correctly ...

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