B2C Cold Calls Not Such A Waste of Time!

B2C cold telemarketing calls are not as big a time waster as time spent commuting, according to research by Swift Cover, an insurance company. While 26% of people perceive that cold telemarketing calls are the biggest waste of their time, 29% said that commuting to and from work was. Ironically, the growth of internet retailing and the ability to get pretty much whatever you want around the clock has had the effect of diminishing “down time,” which we now treat as even more precious than ever before.

Because of this, many people feel like cold telemarketing calls are an intrusion since they can order whatever they want at any time. Other major time wasters cited include housework, standing in long queues in shops, filling out paper forms, and getting stuck behind slow drivers.

Call centres such as Telefonica O2 Ireland, however, are cutting down on unnecessary contacts after using software to analyze the root causes of calls into their inbound contact centre.

One thing they found was that a lot of time was being spent on the phone by customer service helping people who had become locked out of their accounts, so they chanced the process to cut down on the problem in the first place. Savings could ultimately amount to in excess of a million euros.