Call Center Directory

Call Center Directory > Articles > The "QUAIL" Effect in Telemarketing: Notes on Emotional Labor

The "QUAIL" Effect in Telemarketing: Notes on Emotional Labor

Date Posted: 2005-10-05

Telemarketing has become an 80 billion dollar a year industry in the United States and it shows no signs of decline as a major means for securing orders for goods and services. As a generic form of communication, it consists of requests for compliance, to take an action, in particular to 'buy' something, to possesess the right of use and ownership.The request is a ubiquitous kind of message in commercial transactions and in the economic life of society generally. And of course the request is not used just for goods or services, but for: money, entertainment , time, conformity, answers, companionship, submission, help, favors and satisfaction. What I have to report about commercial requests pertain to these other kinds of requests as well, at least with reference to initiation and rejection.

Commercial requests for compliance are conveyed in one or more of four ways: voice to voice, face to face, direct mail or via the mass media....tv, radio, or print media. ....and now, of course, the internet.


Next