Aspect Calling?

I just had an outbound Telemarketer call me to follow up on a promotional email piece which Aspect sent me regarding one of their products. As much as I hoped it was a call regarding working directly with Aspect as a value added partner, I figured it was going to be a routine sales call.

Just as I suspected the rep launched into her script and before long I let her know we were not a potential customer but potential partner. Without missing a beat the rep on the phone switched gears and gave me the information I needed for working with Aspect on a partner level. Instead of just giving me a web address, she gave me solid contact information that may well result in a fruitful partnership with Aspect. Good for me, good for Aspect, good for the rep.

She then followed up to verify my contact information. Since she was cordial in helping me navigate within Aspect’s hierarchy, I was more than happy to give her a few more moments of my time.

Kudos to Aspect for a well-trained staff. What I thought was going to be a somewhat negative interaction turned out to be a positive one. Whenever you (or your reps) can turn a negative situation into a positive one, everyone wins.

How are your reps handling calls that take them off script? Are they trained to get them to the right people? Make sure you’re reviewing not only the calls your reps are handling but also the ones that need to be routed to another part of the organization.