Telemarketing Software Featured Article

Can Telemarketing Software Thwart the Lying Employee?

May 29, 2013
By Susan J. Campbell - Telemarketing Software Contributing Editor

It’s often been discussed that the corporate employee is the most valuable asset within the company’s arsenal to develop and execute effective strategies. While this is true, they are only as valuable as the work ethic they bring to this environment. In other words, the irresponsible or negligent employee may cause more liability than the value they create. If the environment is one in the telemarketing space, the ineffective employee can hurt the bottom line.

But what if the employee is more than just ineffective? What if the individual is actually lying in the telemarketing space? A recent article explored this very topic, highlighting the top 10 cues that the employee is lying. This information may be vital for the contact center manager relying on telemarketing software to drive results. If an employee is lying, those results may not the desired outcome.

A few of the cues included in this article are those most of us have come to associate with lying. For instance, the lying employee often carries themselves very differently from the honest employee. The nonverbal cues are often what gives it away, but be careful when the employee lacks a conscious; they may be able to fake it a little too well. Response time is also a cue as the practiced answer is often offered a little too quickly; caught in a lie, however, can render an unusual response as the employees tries to stay on top of the story.

Did you also know that the state of the mouth moisture is a sign of a liar? Some may get instant dry mouth, while others start over-producing saliva. Observing the eyes can also be a tell-tale sign as the liar will slow down blink rate when telling the lie and speed it up once the lie is out in the open. If questioned on their level of truthfulness, the liar may react indignantly, especially if he or she is trying to cover up something they have done.

The attempted escape is often used when the liar wants to place the blame on someone else. And, what could be construed as stealing cues from a teenager, the liar will also often experience a lapse in memory when questioned directly. The same is true for misplaced details for those trying to cover their tracks. The telemarketing employee may claim they lost contact information to prevent a manager from following up on the issue.

Chronic bad luck is another indicator as no one is so cursed as to be late to work every day for a different reason. Plus, the one who is quick to throw someone else under the bus likely has more responsibility in the issue than they are willing to admit.

In the telemarketing environment, telemarketing software providers such as VanillaSoft deliver a wide range of features and functionality that can streamline the operation, ensure efficiency and produce the desired sales results. If a lying employee knows how to manipulate the system, he or she may be able to get away with it, in spite of the benefits provided. By learning the cues to look for, however, you can be better equipped to handle the liar head-on instead of allowing him or her to negatively affect the business.

Edited by Jamie Epstein