Most telesales call centres are designed to be hubs of execution only; their existence is attributed to marketing strategy decisions make outside the centre based largely on arms length experience.

The disturbing part of all this is that this kind of employee action is not uncommon in call centres, which only leads to figures being propped up and management who approved the strategy being further lead to believe their call centre strategy is correct as is.

Just my two cents

I remember seeing it on Oprah and within a day, they basically had no loans left to make they were so popular.

A couple of years back, I worked for a soul destroying phone company doing telesales, mainly outbound. We had to make call after call to very uninterested people and I hated doing it because our training told us to say it was a “courtesy call” rather than a sales call.

So, I pretended to make calls all afternoon and when quitting time came around at 9pm, everyone would head off to the pub and I would stay for an extra hour taking all the inbound calls of people who were up late and make my quota.

I became #2 salesperson that way and never made more than a handful of cold calls.

So, what do you reckon? Unethical cheating or Tim Ferriss style 80/20 work hacking?