Mr Junique was interviewed by Radio 93.8 this morning on the impact and relevance of the Do Not Call Registry set-up in the U.S. Here are some of the highlights:
We certainly welcome this new system hoping it will give back telemarketing the positive perception it deserves. Telemarketing in Asia is a highly process driven activity with many control checks and quality measurement practices. For example, in some instances all calls are recorded, personnel have to follow strict guidelines and are constantly monitored. The amount of management support provided for telemarketing is far superior to customer service for example.
Also, I think we need to step back and understand why this system was developed in the first place and what are the real objectives. In the U.S. there is a kind of telemarketing that is fortunately not so rampant in Singapore or other parts of Asia. A high number of companies engage in dishonest telemarketing. They call customers at home or on their mobile and had no prior relationship with them. Many of these calls are pure fraud and the do not call registry wants to eliminate these.
They do not want to eliminate telemarketing which is a key economic contributor to consumers and businesses with highly skilled and professional personnel.
In Singapore, most outbound calls are done for well known brands with prior relationship with their customers primarily at the office in the day time or sometimes at customers request on their mobile phone. Calling home does not account for more than 5-10% of all calls.
In Singapore it is important to note that the banking and insurance sectors are heavily regulated and the regulating body is very hands on with the telemarketing practices here.
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