My Twinn - The Web-Telemarketing Connection (844 words)

In addition to a higher close ratio on sales, Hickert reports that the demographic match of customer-to-agent "makes the whole process work better, whether [agents] are suggesting an add-on product or addressing a customer problem."

Because the customer service agent shares the same lifestyle as that of the customer, she can develop a strong rapport more easily than, say, a male college student whose only goal is to make extra money during the holidays.