Are You Really Listening to Your Employees?

I recently visited a B-to-B catalog client that runs various outbound telemarketing programs to customers. For many years, it has succeeded with basic calling programs, such as calling catalog requests and calling back on Web orders to confirm, upsell and cross-sell.

Recently, however, results have inexplicably fallen off. The connect rate had dropped precipitously. When I met with this company, we held a meeting to try to figure out what the problem could be. While there were many ideas of the probable causes, the meeting noticeably was lacking in facts.