Do you think calling back Members to help them complete an Abandoned Application should comply with Tele-Marketing rules?
My Take:
1. Calling back customers to help open the account is a Service Call and not a Sales or Marketing Call. So it is not required to comply with Tele-Marketing rules.
2. You can display a Disclosure for customers mentioning that they are Opting-in to receive a Call or Get an Email to help with the Application when they click "Next" on the application.
What are your thoughts?
Replies
General: (i) Telemarketer shall register itself with TRAI and obtain a registration number.
(ii)Every Telemarketer would have only single registration for all his telemarketing centres throughout India.
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Thank you Dale Davaz,
Phone Call or Email decision is made on the basis of Lead Scoring and the scoring can be based on what product they selected and where they abandoned. A phone call for high-value applications makes sense, while an automated email for low-value leads will work.
I agree that email might be more convenient for members who are not in a rush but, some members would want the Credit Union to call and it might be in the interest on the Credit Union to make a phone call since the conversion rate will be high.
If we are able to prove that the call was made to help the customer complete their application and also have the ability to show that the member consensus was captured explicitly, we might be ok to call. The worry is it we categorize as Tele-Marketing call, the can of worms is already opened. and we have to do the right thing.
Hi Rajesh,
This is a very good question. I typically see that if someone abandoned their application after initiating it and providing their phone number, then it should be considered a service call. Few years back, I was trying to open an account with one of the leading brokerage firms and for some reason did not complete the application. I got a call within 2 min from them and the rep helped me complete my application. I am still with them and they have been excellent with their service.
However, if someone abandoned their application without providing their phone number then I would consider it improper if the organizations get my phone number from some 3rd party (they do exist) and then call me. In that case I would find it offensive.
I am open to hear what others think.
Best.
I agree, no hunting for contact information.