Do you remember…

…a time long ago when the phone used to ring and everyone would jump up in excitement, one person yelling, ‘I’ll get it!’ and the others spurring them on to ‘Hurry! Before you miss it!’? Feels like a lifetime ago, doesn’t it?

Where did it all begin?

The telephone has been a part of our lives for nearly 150 years. The first working telephone was created in 1876 by Alexander Bell but primitive forms of the telephone were being developed as early as the 1660s.

By the 1930s, most affluent homes in the UK had a telephone, but it wasn’t until the 1950s and 1960s that they became more commonplace. It was in the mid-1980s that mobile phones became widely available and over the last ten years, these have become the preferred choice over landlines.

Where did it all go wrong?

Along the way, we have lost the reflex of answering phone calls – once they offered us a pleasurable experience, a chance to connect with a loved one or to relay an important piece of information in a quick and efficient way.

But as usage and our experience has evolved, they’ve become something that we immediately distrust – I’m sure that all of us have at one time or another been victim to a spammy robot or high-pressured sales call when you innocently answered your phone.

These experiences have created distrust in us, and we have built up a wall – no one likes to be caught ‘on the hop’. Not only this, but mobile phones mean that we can be reached anytime, anywhere, and this constant bombardment has built our walls even higher.

Instead of rushing to the phone to answer, we look at our mobiles with apprehension and chances are that if we don’t recognise the number, we ignore the call. Meanwhile, the popularity of texting and messaging has increased.

These forms of communication give us a chance to assess who it is that’s contacting us and why, and to respond when it suits us. They break down the barriers, making us feel like we’re more in control.

Where do we go from here?

For those working in telesales, it pays to be aware of these trends and how the market is evolving. If you want to reach your customers, you will need to move with their desires and behaviours.


None of us want to make out customers feels uncomfortable so it’s important that we reach them where they are and that we attract and engage with them rather than creating mistrust and suspicion. We want to build trust and through this we build sales.

I know what you’re thinking – how do you do this when you can’t even reach your customers, right? No one is picking up the phone! They’re either working, on the school run, on holiday, or just staring at the phone wondering who on earth it is calling them this time…

I know that being unable to make contact is one of the biggest reasons for losing leads, but what if I told you there is another way?

Not only this, but it’s a way of making contact with your customers on their terms, proven to increase your leads and chances of converting a sale by building trust and adding value to the customer. It involves some very clever technology that creates a human way of interacting with your clients.

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