Business is a two-way process now. The seller has to take care of the buyer's interest more than their own. That is the only productive way in which they can increase their consumer base. With this in mind, call center units are increasingly becoming customer-intensive. They are firm believers in the diktat that consumer is king. BPO units are paying more attention to the tastes and preferences of the consumers when they are selling or promoting stuff. There are lessons being learnt from consumer interactions and those lessons are being actively used to help telemarketing services. There is a distinct effort to understand the thought process of the buyer. What deliberations are they going through? What are their reasons for hesitating on a purchase? The answers to these questions will enrich the soft skills of the consumers.
The rising importance of the consumers is due to the competition in the consumer market. There are so many telemarketing firms vying for their attention and their money. They need not decide on the basis of a few choices. They can go the whole hog and tap the entire range of products/services on the table. If the call center services are not abiding by what the consumers are looking for, the consumers will simply walk across the street to a different seller. With the purchasing money on their hand, they can control the entire show. The ideal way to keep the consumer happy is to make them feel special. Make them feel that you are happy to have them onboard as consumers. And you can only do that when you have a keen perception of their feedback.
Customer feedback is easy to find out. The call center agents have to keep their ears out to register what it is that they are looking for.