View source for Telemarketing

{{Short description|Method of direct marketing}}
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{{for|the  American true crime documentary series|Telemarketers (TV series)}}
[[File:Telemarketing.JPG|thumb|Telemarketing]]
'''Telemarketing''' (sometimes known as '''[[inside sales]]''',<ref>{{cite journal | doi=10.1002/dir.4000050404 | volume=5 | issue=4 | title=The roles of outside and inside sales representatives. Conflict or cooperation? | journal=Journal of Direct Marketing | pages=8–17| year=1991 | last1=Marshall | first1=Judith J. | last2=Vredenburg | first2=Harrie }}</ref> or '''telesales''' in the UK and Ireland) is a method of [[direct marketing]] in which a [[salesperson]] solicits prospective customers to buy products, subscriptions or services, either over the phone or through a subsequent face to face or [[web conferencing]] appointment scheduled during the call. Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing.

Telemarketing is defined as contacting, qualifying, and canvassing prospective customers using telecommunications devices such as telephone, fax, and internet. It does not include direct mail marketing.<ref>{{Cite web|url=http://www.businessdictionary.com/definition/telemarketing.html|title=What is telemarketing? definition and meaning|website=BusinessDictionary.com|language=en|access-date=2018-03-21|archive-date=2018-03-22|archive-url=https://web.archive.org/web/20180322081744/http://www.businessdictionary.com/definition/telemarketing.html|url-status=dead}}</ref>

== Categories ==
The two major categories of telemarketing are [[business-to-business]] and [[business-to-consumer]].

===Subcategories===
* '''Lead generation''', the gathering of information and contacts.
* '''Sales''', using persuasion to sell a product or service.
* '''Outbound''', proactive marketing in which prospective and preexisting customers are contacted directly,
* '''Inbound''', reception of incoming orders and requests for information. Demand is generally created by advertising, publicity, or the efforts of outside salespeople.

[[Image:Telemarketoffice.jpg|thumb|left|Telemarketing office]]

===Service Styles===
* '''Call to Action''', the implementation of outbound telemarketing to "activate" or elicit an action or response from prospects (i.e., entice prospects to visit a client's website).
* '''Appointment Setting''', utilizing inbound or outbound telemarketing to create face-to-face or telephone appointments for sales purposes.<ref>{{cite web|url=http://www.appointmentsetter.net.au/telemarketing|title=Telemarketing - Appointment Setter Telemarketing Services|website=appointmentsetter.net.au|access-date=7 April 2018}}</ref>
* '''Database Cleansing''', the outbound calling of databases with the particular purpose to clean and prepare data (i.e. removing outdated and incorrect data) and contact details for future telemarketing campaigns.
* '''Surveys''', the implementation of telemarketing (can be inbound or outbound) with the particular purpose of collecting data and information from specific target markets for qualitative research purposes.
* '''Telesales''', telemarketing (inbound or outbound) with the specific intention of making an actual sale/transaction over the phone. Often includes the collection of credit card details over the phone for payment purposes, which allows for faster sales cycles and payment confirmation.

==Procedure==
Telemarketing may be done from a company office, from a [[call center]], or from [[Homesourcing|home]]. It may involve a live operator voice broadcasting which is most frequently associated with political messages.

An effective telemarketing campaign often involves two or more calls. The first call (or series of calls) determines the customer's needs. The final call (or series of calls) motivates the customer to make a purchase. Prospective customers are identified by various means, including past purchase history, previous requests for information, credit limit, competition entry forms, and application forms. Names may also be purchased from another company's consumer [[database]] or obtained from a [[telephone directory]] or another public list. The qualification process is intended to determine which customers are most likely to purchase the product or service.

In business-to-business lead generation scenarios, telemarketing often targets perceived decision-makers who might be good prospects for a business product or service. The telemarketing approach is often combined with outreach via email or social media, typically referred to as a cadence. Calls are usually made by sales development representatives with the goal of this outreach being a subsequent meeting—often with an account executive at the vendor organization.

[[charitable trust|Charitable organizations]], [[alumni association]]s, and [[political party|political parties]] often use telemarketing to solicit donations. [[Marketing research]] companies use telemarketing techniques to survey the prospective or past customers of a client's business to assess market acceptance of or satisfaction with a particular product, service, brand, or company. [[Public opinion poll]]s are conducted similarly.

Telemarketing techniques are also applied to other forms of electronic marketing using [[e-mail]] or [[fax]] messages, in which case they are frequently considered [[spamming|spam]] by receivers.

[[Image:Telemarketerjohn.jpg|thumb|right|Telemarketing agent sitting in a cubicle. The brightly colored rebuttal sheets are used to answer most questions a customer might have.]]

==Negative perceptions and criticism==
{{See also|Telemarketing fraud}}

Telemarketing has been negatively associated with various [[Confidence trick|scams]] and [[fraud]]s, such as [[pyramid scheme]]s, and with deceptively overpriced products and services. Fraudulent telemarketing companies are frequently referred to as "telemarketing boiler rooms" or simply "[[Boiler room (business)|boiler rooms]]". Telemarketing is often criticized as an [[Business ethics|unethical business practice]] due to the perception of high-pressure sales techniques during unsolicited calls. Telemarketers marketing telephone companies may participate in [[telephone slamming]], the practice of switching a customer's telephone service without their knowledge or authorization.

Telemarketing calls are often considered an annoyance, especially when they occur during the dinner hour, early in the morning, or late in the evening. A common complaint about telemarketing has been that the calls are a nuisance and a distraction. In 1909, one target of the unwelcome calls declared "My telephone is far more of a nuisance to me than it is a convenience".<ref>[https://babel.hathitrust.org/cgi/pt?id=mdp.39015080168233&seq=231 "Housekeeper Objects to Telephone Advertising"], ''Telephony'', February 20, 1909, page 227.</ref> However, some companies have capitalized on these negative emotions. Since 2007 several forums have sprouted and act as complaint boards where consumers can voice their concerns and criticism. In response, some telemarketing companies have filed lawsuits against these portals.<ref>{{cite web|url=http://pubcit.typepad.com/clpblog/2010/10/gds-publishing-provides-a-timely-reminder-of-why-we-needed-the-libel-tourism-law.html|title=GDS Publishing Provides a Timely Reminder of Why We Needed the Libel Tourism Law (CL&P Blog)|access-date=14 June 2015|archive-date=25 September 2011|archive-url=https://web.archive.org/web/20110925203710/http://pubcit.typepad.com/clpblog/2010/10/gds-publishing-provides-a-timely-reminder-of-why-we-needed-the-libel-tourism-law.html|url-status=dead}}</ref><ref>{{cite web|url=http://www.citmedialaw.org/blog/2008/lawyer-attempts-end-run-around-cda-230-finds-stronger-defense-he-expected|title=Lawyer Attempts End Run Around CDA 230, Finds a Stronger Defense Than He Expected|access-date=14 June 2015}}</ref><ref>{{cite web|url=http://www.techdirt.com/articles/20080708/0038361619.shtml|title=Once Again: Do Not Send Legal Threats To Companies Because You Don't Like What A User Says|work=Techdirt.|date=9 July 2008 |access-date=14 June 2015}}</ref> The current legal system in the U.S grants such forums a certain degree of protection through "[[Section 230 of the Communications Decency Act|Communications Decency Act, 47 U.S.C 230]]" and California's Anti-[[Strategic lawsuit against public participation|SLAPP]] law.

===Robotic telemarketing and ringless voicemail===
A recent trend in telemarketing is to use [[robocall]]s: automated telephone calls that use both computerized [[autodialer]]s and computer-delivered pre-recorded messages in a [[Sales Pitch|sales pitch]]. Some can simulate a personalized phone call through personalized pre-recorded messages.

Telemarketing has recently been advanced to implement a programmed women's voice as the operator instead of hiring a real woman to perform the task (see example of Samantha West<ref>{{cite magazine|url=https://newsfeed.time.com/2013/12/10/meet-the-robot-telemarketer-who-denies-shes-a-robot/|title=Samantha West The Telemarketer Robot Who Swears She's Not a Robot - TIME.com|magazine=[[Time (magazine)|Time]]|access-date=14 June 2015|date=10 December 2013}}</ref>).
This attempt is unsuccessful. However, some scholars argue that such technological advancements reinforce commoditization of a woman's speech as a marketable entity and lead to "gendered hierarchy of communication".<ref name="rakow">{{cite encyclopedia
      |title=Women and the telephone: the gendering of a communications technology
      |last=Rakow  |first=Lana F.  |author-link=Lana Rakow
      |encyclopedia=Technology and Women's Voices: Keeping in Touch|doi=10.4324/9780203221938
      |url=https://books.google.com/books?id=-vqQAgAAQBAJ&q=rakow+%22women+and+the+telephone+the+gendering+of+a+communications+technology%22&pg=PA179
      |isbn=9781135795016 |editor-last=Kramarae   |editor-first=Cheris  |year=1988|url-access=subscription}}</ref>{{rp|186}}

Other tactics, such as [[ringless voicemail]], can directly deliver a voice message directly to a landline's or cellphone's voicemail.<ref name=RingLess.NYT17>{{cite news  |newspaper=[[The New York Times]]
   |url=https://www.nytimes.com/2017/06/03/business/phone-ringless-voicemail-fcc-telemarketer.html
   |title=No, Your Phone Didn't Ring. So Why Voice Mail From a Telemarketer?
   |author=Tara Siegel Bernard |date=3 June 2017  |access-date=4 June 2019}}</ref><ref>{{cite web
      |title=VoiceLogic  |url=https://voicelogic.com/voicecasting
      |website=VoiceLogic  |access-date=30 November 2017}}</ref> Its original purpose was to provide a nonintrusive method of delivering valuable messages. There has been debate on ringless voicemail causing issues relating to "hijacking" of the voicemail by companies, which would disallow family and friends to access the voicemail.<ref name=RingLess.NYT17/>

==Regulations==
{{Update|date=January 2010}}
In some countries telemarketing is subject to regulatory and legislative controls related to [[consumer privacy]] and [[consumer protection|protection]].

=== United States ===
Telemarketing in the United States is governed at the federal level primarily by the Telephone Consumer Protection Act of 1991 (TCPA) (47 U.S.C. § 227)<ref>{{Cite web |date=1991 |title=Telephone Consumer Protection Act of 1991 |url=https://uscode.house.gov/view.xhtml?req=granuleid:USC-prelim-title47-section227 |website=United States Code}}</ref> and the Federal Trade Commission’s Telemarketing Sales Rule (TSR).<ref>{{Cite web |title=16 CFR Part 310 — Telemarketing Sales Rule |url=https://www.ecfr.gov/current/title-16/chapter-I/subchapter-C/part-310 |website=eCFR (Electronic Code of Federal Regulations)}}</ref> The Federal Communications Commission (FCC) implements additional TCPA regulations under 47 C.F.R. § 64.1200<ref>{{Cite web |title=47 CFR § 64.1200 — TCPA Rules |url=https://www.ecfr.gov/current/title-47/section-64.1200 |website=eCFR}}</ref> and derives further authority from the Telemarketing and Consumer Fraud and Abuse Prevention Act (15 U.S.C. §§ 6101–6108).<ref>{{Cite web |date=1994 |title=Telemarketing and Consumer Fraud and Abuse Prevention Act |url=https://uscode.house.gov/view.xhtml?req=granuleid:USC-prelim-title15-chapter87 |website=United States Code}}</ref> Amendments to the TSR issued in December 2024 expanded the rule to cover certain inbound telemarketing calls related to technical-support services, effective January 9, 2025.<ref>{{Cite journal |date=10 December 2024 |title=Telemarketing Sales Rule; Final Rule |url=https://www.federalregister.gov/documents/2024/12/10/2024-28399/telemarketing-sales-rule |journal=Federal Register}}</ref> In December 2023 the FCC adopted a “one-to-one” consent requirement for autodialed and prerecorded telemarketing calls and texts, although portions of this rule remain subject to legal review.<ref>{{Cite web |date=December 2023 |title=TCPA Consent Requirements: One-to-One Consent Guidance |url=https://docs.fcc.gov/public/attachments/DOC-408396A1.pdf |website=FCC.gov}}</ref> Many professional associations also maintain voluntary codes of ethics intended to promote responsible telemarketing practices.

Some jurisdictions have implemented "Do Not Call" lists through industry organizations or legislation; telemarketers are restricted from initiating contact with participating consumers. Legislative versions often provide for heavy penalties on companies which call individuals on these listings. The U.S. [[Federal Trade Commission]] has implemented a [[National Do Not Call Registry]] in an attempt to reduce intrusive telemarketing nationwide. Telemarketing corporations and trade groups challenged this as a violation of [[commercial speech]] rights.<ref>Miller, Jacqui Brown. [http://reclaimdemocracy.org/corporate_speech/ftc_call_list_legal_analysis.html "''Mainstream Marketing Services, et al. v. Federal Trade Commission'': Resources and Legal Analysis."] {{Webarchive|url=https://web.archive.org/web/20100613040118/http://reclaimdemocracy.org/corporate_speech/ftc_call_list_legal_analysis.html |date=2010-06-13 }} ReclaimDemocracy.org. January 20, 2004.</ref> However, the U.S. 10th Circuit Court of Appeals upheld the National Do Not Call Registry on February 17, 2004.<ref>[http://news.findlaw.com/hdocs/docs/ftc/mmsvftc021704opn.html Text of the case and the decision.] FindLaw.</ref>

Companies that use telemarketing as a sales tool are governed by the United States Federal regulations outlined in the TSR (amended on January 29, 2003 originally issued in 1995) and the TCPA. In addition to these Federal regulations, telemarketers calling nationally must also adhere to separate state regulations. Most states have adapted "do not call" files of their own, of which only some states share with the U.S. Federal Do Not Call registry. Each U.S. state also has its own regulations concerning: permission to record, permission to continue, no rebuttaling statutes, Sunday and Holiday calls; as well as the fines and punishments exacted for violations.

September 1, 2009, FTC regulations banning most [[robocall]]s went into effect.

Since many telemarketing calls now originate offshore, beyond the reach of US legal or regulatory agencies, the [[National Do Not Call Registry]] is usually ignored, as well as FTC regulations, and every possible number is called in an area code block.  Some automated services are sophisticated enough to analyze the audio from the answering party, and if it determines that a human did not respond, will call repeatedly until one does or a limit is reached. This may be coupled with a fake Caller ID display ("spoofing") to mislead the call recipient into answering, or even thinking it is a local number calling. These are not actions of legitimate businesses.

Telemarketing techniques are increasingly used in political campaigns. Because of free-speech issues, the laws governing political phone calls are much lesser stringent than those applying to commercial messages. Even so, a number of states have barred or restricted political robocalls.

The [[National Do Not Call Registry]] has helped to substantially curb telemarketing calls to landlines and has also helped with the increasing trend for telemarketers to target mobile phones. As a result, there has been a greater push for mobile applications to help with unwanted calls from telemarketers, like [[PrivacyStar]]. These companies have helped to log thousands of complaints to the DNC Registry, since the inception of the registry itself.<ref>Matt Brownell, The Street. "[http://www.thestreet.com/print/story/11439016.html http://www.thestreet.com/print/story/11439016.html]." March 1, 2012. Retrieved August 27, 2012.</ref>

=== Canada ===
Telemarketing in Canada is regulated by the [[Canadian Radio-television and Telecommunications Commission]] (CRTC), an agency of the federal department [[Innovation, Science and Economic Development Canada]]. Canadians can register with the National Do Not Call List (DNCL) to reduce the number of telemarketing calls received.<ref>[http://crtc.gc.ca/eng/phone/telemarketing/] ''National DNCL''.</ref> Anyone who has received a telemarketing call which is in violation of one or more of the Unsolicited Telecommunications Rules may file a complaint to the national DNCL. The national <abbr>DNCL</abbr> operator then forwards all complaints to the CRTC, which determines whether a complaint warrants further investigation, based on their initial assessment.<ref>{{Cite news|url=https://www.lnnte-dncl.gc.ca/en/Consumer/Frequently-Asked-Questions#ThingsToKnow|title=Canada's National Do Not Call List|last=(CRTC)|first=Government of Canada, Canadian Radio-television and Telecommunications Commission|work=DNCL|access-date=2018-08-20|language=en}}</ref>

=== Australia ===
Telemarketing in [[Australia]] is restricted by the Australian Federal Government and policed by the Australian Communications and Media Authority (ACMA). Australian Federal legislation provides for a restriction in calling hours for both Research and Marketing calls.<ref>[http://www.acma.gov.au/webwr/_assets/main/lib100844/dnc_tis_standard_2007.pdf Telecommunications (Do Not Call Register) (Telemarketing and Research Calls) Industry Standard 2007] {{webarchive|url=https://web.archive.org/web/20071129185759/http://www.acma.gov.au/webwr/_assets/main/lib100844/dnc_tis_standard_2007.pdf |date=2007-11-29 }} ''ACMA''.</ref>

In 2007 a [[Do Not Call Register]] was established for Australian inbound telephone numbers. The register allows a user to register private use telephone numbers. Australian Federal Legislation limits the types of marketing calls that can be made to these registered telephone numbers; however, research calls are allowed. Other exemptions include calls made by charities and political members, parties and candidates<ref>[https://www.donotcall.gov.au/dncrtelem/tapfaq.cfm Do Not Call Register FAQ] {{webarchive|url=https://web.archive.org/web/20070830182425/https://www.donotcall.gov.au/dncrtelem/tapfaq.cfm |date=2007-08-30 }}''ACMA FAQ''.</ref> however any organisation that is instructed by the recipient of a telemarketing call, not to call that number again, is legally obliged to comply, and must remove the phone number from the organisations calling list(s).

Inbound telemarketing is another major industry.<ref>{{Cite news|url=https://smallbusiness.chron.com/outbound-vs-inbound-telemarketing-22670.html|title=Outbound Vs. Inbound Telemarketing|access-date=2018-08-31|language=en}}</ref> It involves both live operators and IVR—Interactive Voice Response. IVR is also known as audio text or automated call processing. Usually, major television campaigns and advertisers use [[toll-free telephone number]] that are answered by IVR service bureaus. Such service bureaus have the technology and call capacity to process the large amounts of simultaneous calls that occur when a [[toll-free telephone number]] is advertised on television.

===England/UK===
British police, after noting the high rate of pensioners affected, recommended use of do-not-call registry enrollment to enhance "phone security."<ref>British Crime Survey; callpreventionregistry.com or .. freephone .. 0800 652 7780.
{{cite news  |newspaper=[[Daily Record (Scotland)]]
   |url=https://www.dailyrecord.co.uk/news/local-news/beat-nuisance-phone-calls-2586072
   |title=Beat nuisance phone calls
   |date=August 25, 2013}}</ref> Specific mention was also made of calls from "overseas companies."

==== Restrictions ====
Telemarketing restrictions in the UK are in place to protect consumers from unwanted and intrusive marketing calls. The use of predictive dialers, which are computer programs that dial telephone numbers automatically and connect the calls to an available agent, can make compliance with these restrictions more challenging. The Information Commissioner's Office (ICO), the UK's independent regulator for data protection and privacy, has issued guidelines on the use of predictive dialers for telemarketing, which require explicit consent from individuals, clear information about the purpose of the call and the business making the call, an option for individuals to opt-out of future calls, and an accurate and up-to-date call list. Additionally, businesses must ensure that their predictive dialer does not generate abandoned calls at a rate higher than 3%<ref>{{Cite web |last=Schotel |first=Spencer |date=February 3, 2023 |title=Telemarketing Restrictions in the UK with a Dialer |url=https://www.xlmg.co.uk/post/telemarketing-restrictions-in-the-uk-with-a-dialer |url-status=live |archive-url=https://archive.today/20230227140938/https://www.xlmg.co.uk/post/telemarketing-restrictions-in-the-uk-with-a-dialer |archive-date=February 27, 2023 |access-date=February 27, 2023 |website=XL Marketing}}</ref> of live calls and must comply with the General Data Protection Regulation (GDPR) when processing personal data for marketing purposes. Failure to comply with these regulations can result in severe penalties, including fines and damage to a business's reputation.

===Finland===
In Finland, call centers employ an estimated 100,000 people, but most work with customer relations in larger companies. 10,000 people are working for companies involved with telemarketing. Telemarketing often is the first job young people get. But it is also a way out or back to the labour market for handicapped, immigrants and pensioners, In Finland, the profession has had a bad reputation because of work-related injuries. The strain on neck, shoulders, eyes and ears can be considerable. Health problems have however been reduced considerably thanks to lightweight headsets, ergonomic working stations and more tasks, like documentation, done automatically by computers.<ref>{{cite journal |last=Lindén |first=Carl-Gustav Lindén |date=October 9, 2013 |title=Call centres: young people's entry into working life |url=http://www.nordiclabourjournal.org/i-fokus/youths-work-environment/article.2013-10-09.7210069409 |journal=Nordic Labour Journal |access-date=14 June 2015}}</ref>

===France===
The ability to cause a French phone number to appear on a [[Caller ID]] display, when the call originates outside of France was removed by a law passed in July 2018; implementation was delayed until August 1 of the following year.<ref>{{cite news
   |url=https://www.french-property.com/news/money_france/nuisance_calls_regulation
   |title=Law Toughened against Telemarketing Calls
   |date=August 8, 2019}}</ref>
== History ==
The term ''telemarketing'' was first used extensively in the late 1970s to describe [[Bell System]] communications which related to new uses for the outbound [[Wide Area Telephone Service|WATS]] and inbound [[Toll-free telephone number|Toll-free]] services.<ref>{{Cite news|url=https://adage.com/article/adage-encyclopedia/telemarketing-overview/98900|title=Telemarketing: Overview|date=September 15, 2003|access-date=2018-03-21|language=en}}</ref> However, the practice of contacting potential customers by telephone originated in the late 19th century.

A 1903 report documented using the telephone for local marketing by a dry goods store, which reported that it was more effective than "sending clerks or errand boys" to inform potential clients about buying opportunities.<ref>[https://babel.hathitrust.org/cgi/pt?id=nyp.33433018878268&seq=1015 "Advertising by Telephone"], ''Dry Goods Reporter'', March 14, 1903, page 77.</ref> In 1909, a department store's "general solicitation", made by telephone to over 1,000 prospective customers, promoted "a carnival of values... an offering of exceptional qualities at prices we have never before been able to make".<ref>[https://babel.hathitrust.org/cgi/pt?id=hvd.hnt57p&seq=295 "Retailing by Wire"] by Lynn Sumner, ''System'', March 1909, pages 279-280.</ref> A year later, an electric power company's practice of calling potential customers at home, noted that "Regarding time of calling it is suggested that between 8 and 9 is preferable, owing to the fact that the head of the house is generally in at that time and a sufficient length of time has elapsed after the evening meal".<ref>[https://babel.hathitrust.org/cgi/pt?id=mdp.39015023540944&seq=1214 "Canvassing by Telephone"], ''Electrical Review and Western Electrician'', December 10, 1910, page 1192.</ref> By 1912, the practice was  established to the degree that a reviewer outlined fourteen specific ideas for soliciting and securing orders by telephone.<ref>[https://babel.hathitrust.org/cgi/pt?id=iau.31858034273296&seq=404 "Selling by Telephone"] by Marshall Jewell Bailey, ''System'', April 1912, pages 396-402.</ref> Telephone solicitation also developed political uses, including in 1908 "get out the vote" calls,<ref>[https://babel.hathitrust.org/cgi/pt?id=osu.32435063043483&seq=383 "Telephone Help Election Day"], ''Telephony'', June 1908, pages 373-374.</ref> and recorded political speeches played for prospective voters.<ref>[https://babel.hathitrust.org/cgi/pt?id=osu.32435063043434&seq=358 "Campaign Speeches by Telephone"], ''Telephony'', October 3, 1908, pages 338-339.</ref> 

=== Telephonists ===
Telephonists, or [[switchboard operator]]s, were a trans-cultural hiring of switchboard operators (mostly women) which became especially popular in North America throughout the 20th century, partially due to popularity gained through advertising.{{r|rakow|p=183–184}} After the shift from [[public switched telephone network]] to computer-based [[electronic switching system]], the job of switchboard operators gradually diminished. However, with the rise of advertising and with the popularity of the telephone use, new jobs, including telemarketing jobs, were created.

=== Women in telemarketing ===
Telemarketing, as was the case with telephone operators, is one of the fields known to be occupied mostly by women.<ref>{{cite journal|doi=10.1080/13691180051033315 |title=Women's Work in the Information Economy | volume=3 |issue=3 | journal=Information, Communication |pages=366–385|year=2000 |last1=Belt |first1=Vicki |last2=Richardson |first2=Ranald |last3=Webster |first3=Juliet |s2cid=144267029 }}</ref> The central reason for hiring women operators lay in the fact that women's work was considered a form of cheap labor: female telemarketers earned about one-half to one-quarter of men's wages.{{r|rakow|p=183}} Women were also considered as more polite and well mannered than male operators.{{r|rakow|p=183}} Moreover, the calming, more delicate nature of a woman's voice was considered to be women's natural quality, although no scientific evidence supports this statement.<ref>{{Cite journal|last=Dykema, Diloreto, Price, White, Cate Schaeffer|first=Jennifer, Kerryann, Jessica L., Eric, Nora|date=Jul 2012|title=ACASI Gender-of-Interviewer Voice Effects on Reports to Questions about Sensitive Behaviors Among Young Adults|journal=Public Opin Q|volume=76|issue=2|pages=311–325|pmc=4079084|pmid=24991062|doi=10.1093/poq/nfs021}}</ref> This naturalization led to normalizing the perception of women as telephone operators and consultants, which is currently reflected in the telemarketing industry.

==Technology==
* [[Agent-assisted automation]]
* [[Autodialer]]
* [[Automatic call distributor]]
* [[Customer relationship management]]
* [[Predictive dialer]]
* [[Private Branch eXchange]]
* [[Teleblock]]
* [[Natural predictive dialing]]
* [[Ringless voicemail]]

==See also==
* [[Boiler room (business)]]
* [[Call centre]]
* [[Cold calling]]
* [[Direct marketing]]
* [[List of call centre companies]]
* [[Marketing]]
* [[Reloading scam]]
* [[Spamming]]
* [[Sucker list]]
* [[Nuisance call]]
* {{portal-inline|Business}}
* {{portal-inline|Telephones}}

==References==
{{Reflist|30em}}

==Further reading==
* Frederick, J. George. [https://babel.hathitrust.org/cgi/pt?id=mdp.35128000002400&seq=9 ''Selling by telephone''] (1928)  
* Lee, Jinkook, and Loren V. Geistfeld. "Elderly consumers’ receptiveness to telemarketing fraud." ''Journal of Public Policy & Marketing'' 18.2 (1999): 208-217.
* Marshall, Judith J., and Harrie Vredenburg. "Successfully using telemarketing in industrial sales." ''Industrial Marketing'' Management 17.1 (1988): 15-22.
* Tu,  Huahong, et al. "Sok: Everyone hates robocalls: A survey of techniques against telephone spam." ''2016 IEEE Symposium on Security and Privacy (SP)'' (IEEE, 2016). [https://oaklandsok.github.io/papers/tu2016.pdf online]

==External links==
* [https://www.donotcall.gov/complaint/complaintcheck.aspx File a Complaint to the Do Not Call Registry]
* [https://web.archive.org/web/20030601212106/http://www.ftc.gov/bcp/conline/edcams/donotcall/index.html Federal Trade Commission Do Not Call Registry] (archived 1 June 2003)
* [https://web.archive.org/web/20070509055303/http://www.ucan.org/telecommunications/landline/laws_regulating_telemarketers Laws Regulating Telemarketers] (archived 9 May 2007)
* [http://www.tpsonline.org.uk/ Telephone Preference Service – UK Do Not Call Registry]

{{Media manipulation}}
{{Spamming}}
{{Authority control}}

[[Category:Telemarketing| ]]
[[Category:Direct marketing]]
[[Category:Non-store retailing]]