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Unformatted text preview: ong with the sales pitch that FutureCall’s
“teleservice representative” (TSR) is supposed to make on behalf of well-known credit card companies, phone companies, and retailers. TSRs
are instructed never to let someone refuse a sales pitch without being challenged. The computer screen offers a variety of potential
“rebuttals.” TSRs make about fifteen “presentations” an hour, going for a sale, throwing out one rebuttal after another to avoid being shot
down. About nine out of ten people decline the offer, but the one person who says yes makes the whole enterprise quite profitable.
Supervisors walk up and down the rows, past hundreds of identical cubicles, giving pep talks, eavesdropping on phone calls, suggesting
rebuttals, and making sure none of the teenage workers is doing homework on the job. The workplace at FutureCall is even more rigorously
controlled than the one at McDonald’s.
After graduating from Harrison, Elisa hopes to go to Princeton. She’s saving most of her earnin...
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- Spring '08