Call Centers...the Last Straw!

[sharpiel]

Today was the last straw...

Over the previous several weeks I've received 6 calls from a mob called NCS - National Consumer Services - on behalf of Real Insurance.

The caller doesn't start the call by asking if I'm busy and able to chat, they state their name and tell me they're with NCS and then advise me the call will be recorded for training and quality control purposes. Then they launch straight into the sales pitch for Real Insurance.

The first time I let it slide and just said I wasn't interested and to please remove me from their calling list. Well...talk about persistence. I had to almost be rude to get rid of the caller. I've received a few telemarketing calls recently and just put it down to an ex wife giving my mobile out to these type of cold callers just to irritate me.

The second call caught me at a busy time. That didn't worry the caller who insisted on running through the same sales pitch. This time I was irritated and told him I'd asked not to be called again, to remove me from their list and please, please, please don't call back..."I'm sorry sir I'll take care of that for you."

The third call I thought I'd have fun and decided to try and sell personal training packages to him. Not surprisingly he decided he was to busy and tried to terminate the call. Persistently I kept him on the line for as long as I could till I could tell he was getting irritated. Then I reiterated to take me off theirs calling list. He agreed...

Fourth call I politely waited for the lady caller to run through her spiel and asked her "Do you get abused a lot in your job by those of us you call?" Not surprisingly she said she did. I the said I wouldn't abuse her but that every call previous I'd asked never to be called again could she take care of that and crestfallen, she promised to do so.

Fifth call I have to say I lost it. Got quite heated with the guy and he just hung up on me. Fuming I wished I'd gotten his name. Pretty jack of this by now...

Today though I was ready. Today I listened and very politely got all the details of the caller including name and employee number before insisting on being put through to his supervisor. The trick is to get all their details so that you can report them if they hang up on you. When they know they can be identified they'll do ANYTHING for you.

Supervisor came on line and same details provided. Told her the situation re all the calls and how I'd repeatedly asked to never be called again. Turns out ONLY the supervisor has the discretion to put a name on the Do Not Call List.

My question WTF didn't every prior operator tell me this so I didn't have to go through the angst of repeated calls from these bozos? Very sorry sir. Promise to take care of it now sir...

Needless to say I'll never willingly deal with NCS again or Real Insurance.

I know there's a consumer site you can place your name on to be removed from calling lists...

[multiweb]

Go to this website: https://www.donotcall.gov.au/
They have all the info you require.

[julianh72]

My normal response to all unsolicited calls ("market research", political calls near election time, fundraisers, etc) is to simply say "Not interested, thank you" and hang up, without waiting to hear their response. Short, and to the point.

However, if they are rude enough to call me at dinner time (which is when 95% of these calls seem to come through), then I have no qualms whatsoever about being rude in response to tele-marketers (we're on the "Do Not Call" register, but we still get a few calls), hackers and spam merchants (especially the notorious "I'm from the Microsoft Security department" calls).

Usually, I just hang up without saying a word, but if I'm in the mood (Friday night after a couple of beers for example), I might have a bit of fun at their expense. E.g. chat to them about something entirely irrelevant - the weather, cricket, who do you think will win the Queensland election, and so on. When they start to get annoyed about your time-wasting tactics, they will usually get the message that you are not interested in listening to them either. (I have no idea whether this has any impact in getting your number removed from their register, but at least it gives me some satisfaction!)

When it comes to the hackers and spam calls, see how long you can keep them on the phone while they work through their script and try to help you to resolve the supposed problem - you don't even need to be at your computer for this one, just make up responses as you go. Give them the numbers off an expired Coles or Woolies gift card when the time comes - surprisingly enough, they aren't set up to accept these as payment for their "services"! Or better yet, hijack their spiel and try to get them to help you with another problem altogether. ("I'm so glad you've called - I am having some real problems formatting my Word documents ...")

[Solitarian]

BUT, don't expect to be left alone completely after being placed on the register, you will still be pestered by the unscrupulous telemarketers that ignore the do not call listings.:mad2:
Your still open for overseas marketing call centres to contact you. :mad2:
Your service provider can and may sell off your details to telemarketers call centres that will use the line of calling on the service providers behalf to get their foot in the door.:mad2:
The rate of calls on behalf of (not from) charities seems to increase after being placed on the register.:mad2:

My advice, be blunt, say no thanks and hang up, dont listen to, or wait for any response. :mad2:

[Larryp]

Charities are exempt from the " do not call" list, unfortunately. So I just hang up on them without saying a word.
I donate to whom I wish to donate, not some clod on the telephone.
A former employee was a bit of a soft touch, and donated to a charity by telephone. Next thing, she was bombarded with phone calls from charities-they obviously pass around a list from whom they get donations!

[leon]

Can understand where you guys are coming from, however i have to say i have not had these types of calls at all that i can remember, however if i have it certainly has been many years.

Leon

[sharpiel]

I love the scripts they have. On one call they asked me if I'd heard of Real Insurance to which I replied I had and I already have ALL my insurances covered. Smugly I thought that'd rid me of them. But...the response? "Is that with Real? If not part of the service I can provide you with today is a market comparison to make sure you're receiving the best product at the best possible price blah blah blah..."

I imagined a tree diagram in frontof the operator...Answer A, proceed to C. Answer B, proceed to D...

Sigh with eyeroll...:sadeyes:

[Renato1]

The Do Not Call Register works very well in stopping local commercial telemarketers.

My brother has an interesting strategy for discouraging the foreign callers. He feigns interest and then says something like - "Can you please just wait a minute - I need to get something off the stove/ call my wife etc"
then he puts the phone down on a table, walks away and watches TV or eats.

He figures that the 10 or so minutes that elapse before they finally hang up, is 10 minutes that they aren't annoying someone else.
Cheers,
Renato

[multiweb]

Yes but you can do something about it. Take the time and date of call then there is a procedure to follow. Telstra has the logs. They identify them and fine or stop them. It works for me.

[Solitarian]

It's the ACMA that supposedly has control, not Telstra.
A quote from ACMA
"According to ACMA research conducted in 2011, 88 per cent of people with registered numbers on the Do Not Call Register (DNCR), reported a significant reduction in unsolicited telemarketing calls."

They should supply the stats to show how many people on the register received "NO" unsolicited calls.

And when the telemarketers are caught out, what happens?
They get a "formal warning".


I actually find this funny, from the Do Not Call site:rofl::lol:

Salmat Digital has been awarded the contract to operate the Do Not Call Register on behalf of the Australia Communications and Media Authority

http://www.acma.gov.au/Industry/Marketers/Do-not-call-register/How-to-comply-with-the-Do-Not-Call-Register/salmat-digital-awarded-do-not-call-register-contract

Any idea what kind of services they provide?
http://www.salmat.com.au/products-services/contact-centre-solutions/

[multiweb]

Your provider is the one providing the identity of the caller when you supply the date and time of the call. My provider is Telstra.

Most of the time I manage to get a ph#. They do stuff up as they call multiple times and one of them will eventually make a mistake.

I'd say the vast majority don't call back when they know you've identified them. On three occasion I lodged a complaint after gathering enough info and it worked.

It's as good a system as it's going to be. The alternative is look the other way or don't answer the phone.

[Allan_L]

My last encounter, when I was really busy in preparation of dinner on stove, was to break into their speal with:
I am sorry but this number cannot accept calls of this nature. Thankyou.
and then hang up without waiting for reply.

I have caller number ID so I then add that number to my contacts as "Do Not Answer".

I did hear of someone who pissed around with one of those scammers and got:
"I know your name and address, I can have your family killed with ease"

Who needs that sort of stress.

So keep it short and sweet, and end with thankyou.

[PeterEde]

Ditto
Last unsolicited call I got I told the caller straight up. I understand it's your job but If I want your service I will come looking for it. Please don't call again.

I think that was the last unsolicited call for anything. Months ago now

[BPO]

My landline 'phone stays unplugged until I want to use it, and it gets unplugged again the moment I'm finished.

Let's face it: When was the last time you got a call you wanted, or one from someone you wouldn't run over with your car?

[julianh72]

That's EXACTLY how it works!

They have a very well-structured response-tree, that covers pretty well all of the possibilities. The only way I know to throw them off is to respond with a complete non-sequitur:

Caller: "Would you be interested in a free market appraisal of how much you are currently paying for insurance / electricity / telephone / ...?"

You: "Watermelons!"

Caller: "Ummm ... Errr ... I'll just have to speak to my Supervisor"
(You can hear the paper rustling as they flip forward to find out what to do with a mentally-deranged "client".)

At this point, you have the option of just hanging up, or staying on the line for the Supervisor to come on, so you can have some more fun.

[julianh72]

You sound just like my father - he keeps his mobile turned off to save battery, and only turns it on when he's expecting a call.

(He still, doesn't understand why nobody ever calls him.)

[BPO]

That's what voicemail is for.

[wasyoungonce]

The DNC register is a waste of time.

Firstly it doesn't apply to OS VOIP calls from companies in India etc. Nor would these companies care.

Then local companies also cold call...they just do not give a rats about the DNC...even when mentioned to them...they do not care!

Next, companies that have a commercial relationship with you (or those exempt from the DNC register) can call you...aka your bank...you insurance company...and so forth.

Lastly these companies sell/trade phone data such as phone numbers lists. Once your on...your on!

One evasion is to use an answering machine. They use computer diallers however these can tell the difference between an answering machine and a human pick up, so let it ring out. These diallers also ring at all times of the day looking for a pick-up...aka trying to find out the best time to call you.

Best evasion...dice your landline! Sad fact!

[sharpiel]

Let's face it: When was the last time you got a call you wanted, or one from someone you wouldn't run over with your car?[/QUOTE]

Love it! Reminds me of Frank (the father) from Everybody Loves Raymond. Makes me think I'm becoming Frank.

[sharpiel]

Love it! Reminds me of Frank (the father) from Everybody Loves Raymond. Makes me think I'm becoming Frank.

[Xtjohn]

This is the tactic I used to use when I had a telephone. One time I went back to hang up the phone after 20 minutes and the guy was still on the line so I said "I'll be with you in a just a moment" and left it for another 10 minutes by which time he'd got the message!

[AndrewJ]

Geez you lot are lucky.
About 80% of the time, I get calls where there is no one on the line when i say hello. If i say hello 2x and get no response i hang up.
If they respond after 2 hello's, i remind them how rude it is not to be on the line when i pick up ( considering they called me ) and hang up before they can say anything more.

Andrew

[rat156]

There's always the Seinfeld approach...



At least you'll get a laugh.

Cheers
Stuart

[BPO]

Precisely this!

Even the worst telemarketers suck less than people who lack sufficient brainpower to respond the moment you answer their call.

If they are eating or taking a swig of coffee, I hang up. If they are chatting to someone near them, I hang up. If they hesitate for any reason at all before responding when I've answered their call, the 'phone gets hung up.

Or at least it did when it was still plugged in. Now it's not.

[ZeroID]

I don't bother with clever answers or anything.
Identify who they are.
Unwanted Y/N ?
Hang up
End of story.
Why bother wasting time with them.
Sky calls us weekly, one day they will get the message ...maybe.

[xelasnave]

I hang up if there is no response to my first hello.
In the past I have had fun if I take the call.
One of my responded was...I,m a good boy I can tie my own shoelaces...they started off again I repeated my line. They ,he, then says "Oh you are a retard" and hang up.
They would call asking to speak to my father in law...you want to speak to cc...yes please..are you sure..yes me cc..oh I am sorry he is dead..an uncomfortable silience would follow..if they mentioned their produce I then said...he probably won't need that...then hang up.
Or after their presentation I say I am just the caretaker you need to speak to the owner..and hang up.
But the best bet is to hang up if someone does not answer right away.

[chiaroscuro]

I've occasionally responded by saying "Hang on, I'll just get my credit card..." and put the phone on the table, checking every 5-10 minutes if I can still hear them on the end of the line. I feel at least I'm saving some other person from being interrupted during dinner.

[GrahamL]

I am deaf pretty much these days and whenever they call I tell them that . :D ,,downside I won't observe with anyone really anymore as I'm such an annoying PIA to communicate with .


funny stuff
https://www.youtube.com/watch?v=-7OgWcwgB50

[sharpiel]

Sign language is hard in the dark too isn't it? :P

[Renato1]

Clearly, such callers are selected on the basis of their perseverance.
Cheers,
Renato

[JB80]

I don't answer my phone if it's a number I don't recognise and am not expecting a call. I found that is the best way, here I get a number of debt collection agencies hassling me for debts associated with the old owner of the phone number and they are quite aggressive and rude and don't seem to care it's not you, threatening court action and such.

And that is on top of various phone companies ringing for god knows what, I just let them ring. It's surprising how persistent these fools can be ringing up to 6 times a day for a few weeks then I guess they give up for a bit.

[sharpiel]

My phone is my business contact so I really can't ignore incoming calls. And sometimes when I'm busy and distracted these insidious telemarketers catch me out.

[pgc hunter]

I don't pick up my home phone anymore. Literally 99.99% of the time it is telemarketer scum. Sometimes, the phone rings out, then it rings again a few seconds later, then I pick it up, could be a family member or an otherwise important call..... but no...telemarketers spamming me... that's when the 4 letter words come out to play.

Anyone important has my mobile number. Speaking of mobiles, these telemarketer trolls have somehow gotten hold of my mobile number over the last few months, ofcourse I put all their numbers on reject and have been left alone since. touch wood.

[cfranks]

Very similar to my method. They ask for Mr Franks and, very politely, I say " Just a moment please", put the phone down and walk away. I hang up about 1/2 hour later. Once though, the phone rang about 5 mins later and it was the same girl asking why I hung up on her!! :lol:
They very seldom call now and I've got no-one to talk to. :(

Charles

[julianh72]

This could be a new form of paranoia - when you get anxious because even the tele-marketers don't want to talk to you!

[The_bluester]

My mother is (Or would be) quite profoundly deaf, she has two Cochlear implants and for some reason, finds speakerphone easier to understand that the normal handset. We live in the same house and her work area is in the main lounge/dining room.

The single best response we have made was the entire family and a couple of friends bursting into riotous laughter when we heard the "I am calling from Microsoft security" They hung up quite quickly.

At our own end of the house the most effective approach has been to unplug the phone permanently, the only wanted calls we ever got on it were my wifes parents and we weaned them off that one onto our mobiles. We only have the phone line at all for a DSL service. Anyone who happens to call one of our mobiles goes on the ignore list.

[icytailmark]

ring the telecommunications ombudsman and tell them you are being harassed by Real Insurance company. You could also ring your phone provider and tell them about it.

[Regulus]

I have found the following works: State up front (just talk over the top of them if u feel it necessary) that u have no intention of purchasing anything from them, and that the more thery call the more determined u r to go elsewhere should u ever want the product they are selling.
Then, and this seem to be the bit that stops them, tell them you will talk tyo them for hours about any subject that takes you fancy. U will not buy from them but are happy to waste their time so, if they are on commission then perhaps they might like to think about that. While they think ask them if they like Ice Hockey, or some other subject.
Just be as annoying as possible.
I don't get these calls any more thank fully, and I hope this helps you.

Good Luck - Trev

[julianh72]

That's unlikely to have much effect in most cases - the people doing the calling are contracted call-centres, not employees of the actual insurance company (or whatever the product is).

The call-centre operators get paid piece-rate for completed calls (or paid for minutes per hour while they are actually on-line with a victim), plus perhaps a commission / bonus for successful sales. Their decision to terminate a call depends on the thickness of their hide (how much abuse can they handle?), as well as a trade-off between their assessment of the likelihood of closing a sale versus terminating the call now and starting a new one. Your view of the ethics of the situation, or the reputation of the insurance company they represent, doesn't enter into it - unless it's covered by their script.

By the way - one of the reasons you get those calls where nobody speaks to you when you pick up (or empty messages on your answering machine) is because they use pre-emptive diallers, which know the typical time to complete a call once a particular stage of the script is reached, and the typical time taken for a victim to pick up. (It wouldn't do to waste a whole five to ten seconds dialling the next victim AFTER actually completing the previous call!) The next call is already queued, and dialling starts before the previous call is actually completed. If the previous call extends by a couple of seconds ("Oh ... one more thing ..."), the next call will connect to you before the call-centre operator has finished talking to the previous victim. Anyone who would program such a system doesn't deserve any consideration or politeness, in my opinion!

[wasyoungonce]

I have found...complaining to the DNC register people about cold calling from Australian companies....does nothing. They do nothing about it.

The DNC register is a croc!

[KISSMAD]

I was getting too many telemarketer calls. If I got one telemarketer call on Monday morning then I knew I was going to get them all through the week. This would happen once a week during the month with a telemarketer call here or there during the other weeks.

I joined the Do Not Call register and it was the best thing that I done.

In the beginning I was still getting the calls as it takes about 30 days for the calls to stop. After the 30 days the calls decreased. When I did get a call, I asked questions so that I could fill in the forms on the DNC website to make a complaint. To be honest that was a waste of time. It annoyed me more having to ask the questions and taken the time to fill in the form when I could simply hang up and forget about it. I think I filled in about 5 complaint forms and only 1 of them the DNC register could do anything about because the others didn't exist.

I do get calls from charities but I simply hang up. I have never donated over the phone and I never will.

The phone calls have 99.99% stopped. I may get 1 or 2 a month now, if any. Which is a lot better than 5 a day. So when the phone rings, I know it's from someone that I know. Not that I get many calls. If the phone wasn't needed for the ADSL then I wouldn't have the land line at all.

[AstralTraveller]

We're on DNC and have an unlisted number. We get very few nuisance calls and they are mostly from companies we deal with. Threats of going to the competition if they persist generally works with them.

[Neutronstar]

The last time I got one of those calls, it was from some insurance company.
I replied to him in German and the guy then said, "oh, you don't speak English, see ya", and hung up on me. :rofl:

I don't know how I was expected to understand him. :shrug: :rofl:

[wasyoungonce]

DNC has no authority to stop VOIP telemarketing from India. Indeed complaints about Australian companies cold calling (which is illegal) go unpunished by the DNC authority, ACMA.

[JB80]

Here the Spanish cold callers don't even care if you can't speak their language, they will still go on and on and expect an answer despite telling them. It's quite funny, and they will still call you back 3 times a day because they never got their answer.

I guess I could look at it as practice to get my conversational Spanish up to scratch.

[speach]

I have a umpires whistle near the phone, do I have to say more?

[sharpiel]

Now that is a brilliant idea!:thumbsup: