by Patrick Appel
Daniel Alexandre Portraro pulls back the curtain:
The general perception is that telemarketers have lousy or menial jobs; as I’ve said, people constantly mistreat them, or slam the phone in their faces. But as a telemarketer, you realize there’s something else that gnaws at you whenever you come into work: you’re expected to be a machine.
Telemarketing is based on a script. Veer away from the script, and you’ll get a serious talking-to by your supervisor. You begin with the same introduction every time, “Hello, this is Name calling on behalf of Newspaper X. How are you today?” and continue until the customer cuts you off, or, more often than not, turns you off. In the former case, he’ll respond with something along the lines of “I read the news online” or “I already subscribe to another paper.” But don’t worry! You won’t have to think up an answer! Because in such circumstances, the script provides the telemarketer with the appropriate, company-decided response.
Regardless of how feeble it may seem to you, or however you think you can improve on it, you’re made to follow it. There is no room for creativity or individualism in telemarketing; I’m not exaggerating when I say a machine could do this job—and in many cases, now do. After a couple of shifts, you won’t even need the script anymore; the words are burnt onto your tongue.
The Dish 