Inbound calls are great for rapport-building. There are many ways to do it. Even when clients expect the calls to be quick, the agent can still make some friendly comments and even ask about weather and talk geography.
Outbound calls are not so easy. Calling existing customers offers several chances to build rapport. Agents can ask how the clients evening is going, thank them (sincerely) for taking the call or for the loyalty they have had. They can ask how the product is working for the client (if most clients are happy with the products they have).
Outbound telemarketing calls are the most difficult for reaching any decent level of rapport. Here are a few tips for these difficult calls.