Telemarketers -Tip, Tricks, and Revenge

[Cindy C.]

Hey,

Steve wrote:

> The people who run telemarketing services are brutally strict in the
> way they run their operation. The telemarketers themselves, rather
> than the people who run the organization, are treated like slaves. 


<heavy sigh>

I know, I know.  It cannot possibly be any fun.  I'd rather sell cars.
 Or shoes.  Or caskets.  *Anything* but phone sales.


> I had a friend who was desparate for a job so he work in
>telemarketing briefly and said it was the most oppressive stifling
>irrational environment he has ever work in.

He should try working at Costco (formerly Price Club)!

Talked about a slave ship!  They put a stop watch on you for bathroom
breaks and lunches.  


"Hey, boss, I'm back.  Want me to open up my register?"  

<click of stopwatch, notation on clipboard of 1-minute of tardiness>

But if they needed *you* to stay a few minutes late, *that* was
*different!*  That was *expected.*  They didn't use a stopwatch for that.

They set the cash registers to record the input speed of every
cashier, then posted a *ranking* sheet every week in the employee room
with everyone's name, their number of items per minute, and their
number of errors for the month (see below).  Those who rang slowly
were taken off the register and given menial work to do.  Those who
rang quickly and accurately were given . . . nothing, actually.

This was before scanners were invented, so cashiers had to input the
item code for each item, and the cash register would ring up the
price.  Therefore, the best way to gain a competitive advantage over
fellow cashiers was to memorize as many common item codes as you
could.  I still remember the code for 50 pounds of Purina Puppy Chow
-- 12505.  Ring in 12555 and you'd be erroneously ringing up a case of
paper towels.

The cash registers were too primitive to calculate 5% sales tax, so
you had to look up the tax on a yellow card they gave you.  That,
however, was slow.  The second best way to be faster than the next
fellow was to learn to calculate 5% sales tax in your head for any
subtotal.  I can still do that parlor trick, too.

Register receipts were checked at the door.  You were allowed three
mistakes a *month.*  (Yes, they really *did* catch lots of mistakes by
spot-checking receipts at the door -- the security guards had their
performance monitored as well, so they were thrilled when they caught
you in a mistake.)  Your fourth mistake (or one especially *big* one)
meant you were placed on menial work.

In Arizona back then, "menial work" was collecting shopping carts in
the summer heat.  All day.  You got two 15-minute breaks and a
30-minute lunch for a full shift, though.  

But no water.  You had to bring your own water.

Cindy -- noting that this job was *unionized* and wondering how bad it
would have been had it not been, and whose biggest mistake was in
failing to charge a customer properly for a car battery because she
accidently used the code for soap or something