DJ.....to be frank I only listened to a first few minutes of the...

DJ.....to be frank I only listened to a first few minutes of the call. If I was them though I would do what most of the other high call volume / churn type businesses are doing and pass it off to the Philippines for a low cost first screen filter to assist in qualifying the leads. The qualified leads would then be taken over by the UK team who carry out a second screen filter and so on. At the end of the day they just have to explain initially to prospective clients that there are usually a number of steps involved (blah blah) and it's similar to the process of securing a job:- ie: first - recruitment agency, second -employer and possibly another third interview with the employer etc. Also for the potential clients who are a problem or "idiots" they would be promptly and efficiently referred to the competition.