Photos by SAM THAM
If you are hardworking, keen to learn and
enjoy helping people, then a career in the fast-growing
telecommerce industry may be just your cup of tea, writes
TAN EE-LYN.
"MR WATSON, come here. I want you." Those
were the first words spoken on the telephone by inventor Alexander
Graham Bell to his assistant in the next room on March 10, 1876.
And with those words, an industry was born.
The telephone has come a long way since it was
first invented. Today, it has taken on added importance with the
emergence of telecommerce, a fast-growing industry which offers
tremendous scope for people keen to carve out careers in this field.
Telecommerce involves nurturing a commercial
relationship from a distance. It leverages on various communication
methods to convey the right information, at the right time, to a client
or a potential client.
As one of Asia’s leading experts in this fast-growing
field, Teledirect Telecommerce, which started in Malaysia in 2001 with
only eight telephone sales representatives (TSR), now boasts of a staff
of 370 TSRs.
“The fact that we’ve recruited so many people to join
us in such a short span of time is testament to the rapid growth of the
industry,” says Teledirect chief executive officer Laurent Junique.
“This means that there are plenty of opportunities
for those who want to venture into telecommerce as a career option.
As one of Asia’s leading experts in this fast-growing
field, Teledirect Telecommerce, which started in Malaysia in 2001 with
only eight telephone sales representatives (TSR), now boasts of a staff
of 370 TSRs.
“The fact that we’ve recruited so many people to join
us in such a short span of time is testament to the rapid growth of the
industry,” says Teledirect chief executive officer Laurent Junique.
“This means that there are plenty of opportunities
for those who want to venture into telecommerce as a career option.
| “Our employees are often headhunted by other
telecommerce companies,” adds Junique.
Teledirect currently represents about 50 clients in
the finance, information technology and telecommunication sectors,
including large multinational companies and local firms. The company
focuses on outsourcing, or working on behalf of other companies.
“Unfortunately, there are sometimes misconceptions
about what our job entails.
“Some people have the wrong image of telecommerce
due to pushy telemarketing agents calling them at inappropriate times,
trying to sell them time-sharing packages,” says Junique. |
|
The job of a TSR is challenging as there is the
opportunity to work with many companies and to interact with many
people in a short period of time. Communication skills and a knowledge
of phone etiquette are essential keys to success in this field.
To ensure that its TSRs have a good grounding in
such skills, new employees at Teledirect usually have to undergo an
intensive induction programme when they first join the company.
The focus of the training programme is to learn
how to communicate effectively. The duration of the training varies
from five days to three weeks. Programme participants engage in
various activities – role play, project management and stress
management activities.
“We teach them all they need to know, and we try
to hold their hands for as long as we need to, at least until they
have built up the confidence to carry out their tasks on their own,”
explains Teledirect managing director Francis Chung.
Listening skills, integral to a TSR’s success,
are also honed during the training programme.
The company welcomes fresh graduates to join
them. There are no specific qualifications required but those
considering a career in this field should be at least 21, and
possess a minimum of five credits in the Sijil Pelajaran
Malaysia examinations.
The basic salary range for a TSR is between
RM1,500 and RM1,800 but there is the opportnity to earn a
commission if they reach specific sales targets.
Senior citizens and disabled individuals
are also welcome to try their hand at telecommerce. The new
Teledirect office in KL Sentral, which will open later
this year, has facilities to cater to the needs of the disabled.
Choirurroin Ahmadi, 23, has no previous experience
working in the telecommerce industry but joined when she found out
about the job through an advertisement in the newspaper.
“I came into this job with no expectations.
Everything was taught to us along the way so we’re constantly
learning, which helps us improve at our work,” she says.
Haryati Nurdin, 23, agrees.
“On the first day itself, we learnt a lot.
The intensive training helped to calm my doubts about performing
well at this job,” she says.
TSRs are offered incentives to work hard.
“We are given cash and overseas trips to
motivate us,” says Thamil Mavran Krishnan, 25, who has been
working for Teledirect for 18 months. Thamil is also known as a
Ninja, a TSR who helps guide other TSRs towards achieving
sales targets.
“The act of calling up someone you don’t know
can be daunting and even nerve wrecking at times,” says Junique.
“But with the right skills training and support,
TSRs can be taught to handle any situation.”
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