| |
|
by Yvonne Chia
 |
 |
Since working at the Singapore Association of the Visually Handicapped (SAVH), I have been faced by a number of curious enquirers on how the visually handicapped manage their work on computers without sight. It is a common misconception- even in this advancing world, jobs relating with computers and the visually handicapped don't link.
However, Junaidah bte Ramli, 31 and Carolyn Toh, 27 proved otherwise. Like their colleagues and friends at SAVH, they use computers to key in data and access to the Internet. Like most Singaporeans, both love to listen to the radio. Carolyn in particular favours Gold FM and Class 95, whereas Junaidah is into BBC and talking books. Talking books are actually printed books recorded on minidisks, compact disks or cassettes available at SAVH library.
As telemarketeers, Junaidah and Carolyn work from Monday to Friday, 8 a.m. to 4:30 p.m., trying to market products and services from contract companies to other corporate customers to the computers and make arrangements to have the items or services delivered.
Typing onto keyboards posed not much difficulty compared to making phone calls. Both Junaidah and Carolyn studied typewriting on a manual typewriter in schools before advancing to using speech-friendly computers, which convert typed text to audio for feedback. Even then, they are constantly upgrading themselves by taking computer lessons in their spare time. Phone calls, on the other hand, are harder trails to undertake.
Reminiscing the earlier days as a telemarketeer, Carolyn said, "When I first started out, I had jitters. I was fearful of calling strangers and getting rejections. Then I thought perhaps everyone might be nice and willing to buy our products or services, but it's not this way." Agreeing with her is Junaidah. "There are times when you feel disheartened as you are not getting deals. Customers can be demanding and bad-tempered. But it's part and parcel of the job. If you are unprepared to get scolded, my advice is not to go for this."
"Three years ago when we first embarked on the mission, we had no foundation. We had to do cold calls and learnt from on-the-job training. We didn't have any formal education on telemarketing. The only essential thing we had was a script after being recruited by Mr Leow Chee Tsai, our skills training instructor as telemarketeers. He gave us encouragement. I guess he must have faith in us and saw this as another field, which we could step into," disclosed Junaidah, who used to be a receptionist at SAVH.
It was not until sometime later that Junaidah, Carolyn and their fellow colleagues attended a telemarketing course and were strongly motivated by the instructor. "We became more exposed, confident and receptive towards our customers' enquiries," commented Carolyn. Junaidah remembered, "The instructor was very strict. He made sure that not only were we paying attention, but that we also made cold calls before him and practised what we have learnt. Otherwise, our certificates would not be issued."
During the past few months, Junaidah and Carolyn have been working tirelessly with fellow colleagues to sell seasons' greeting cards from Very Special Arts Singapore in support of SAVH, Bizlink Centre and other voluntary welfare organisations. As telemarketeers, Junaidah and Carolyn earn commission from varying projects, which require their telemarketing service. Once the telemarketing team even had to market wills and insurance.
"Naturally some public didn't think kindly of certain services or products that we are trying to promote. Some slammed down their phones without saying anything, while others relentlessly scolded us for being tiresome though we only introduced ourselves and nothing more! Some asked if we are cursing them," said Junaidah, good-naturedly.
"Nevertheless, there were courteous customers. We don't reveal much about ourselves unless we had to. For instance, when customers enquired what were the colours and patterns on the greeting cards and we had to be truthful to them. They didn't realise we're visually handicapped and were surprised. They didn't realise that the visually handicapped could handle enquiries and use computer simultaneously. They didn't know that such assistive technology existed. But that often didn't dampen their trust on us. Some even became our regular customers," added Carolyn.
So being one of pioneering telemarketing service team, what advice can Junaidah and Carolyn give to aspiring SAVH trainees and clients? "I must say that just because you are a visually handicapped that doesn't mean that you cannot take up telemarketing," remarked Junaidah. "Always think positive," added Carolyn. "Don't give up!"
| home | site index | contact us |