Call Centers...the Last Straw!

sharpiel · #1 14-01-2015, 01:27 PM

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 (Marc) · #2 14-01-2015, 01:28 PM

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

julianh72 (Julian) · #3 14-01-2015, 02:16 PM

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 · #4 14-01-2015, 02:19 PM

Quote:

Originally Posted by multiweb

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

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.

Your still open for overseas marketing call centres to contact you.

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.

The rate of calls on behalf of (not from) charities seems to increase after being placed on the register.

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

Larryp (Laurie) · #5 14-01-2015, 02:30 PM

Quote:

Originally Posted by 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.

Your still open for overseas marketing call centres to contact you.

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.

The rate of calls on behalf of (not from) charities seems to increase after being placed on the register.

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

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 · #6 14-01-2015, 02:35 PM

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 · #7 14-01-2015, 02:40 PM

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...

Renato1 (Renato) · #8 14-01-2015, 02:40 PM

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 (Marc) · #9 14-01-2015, 02:40 PM

Quote:

Originally Posted by 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.

Your still open for overseas marketing call centres to contact you.

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.

The rate of calls on behalf of (not from) charities seems to increase after being placed on the register.

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

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 · #10 14-01-2015, 03:04 PM

Quote:

Originally Posted by 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.

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

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/Mark...ister-contract

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

multiweb (Marc) · #11 14-01-2015, 03:08 PM

Quote:

Originally Posted by 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

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/Mark...ister-contract
Any idea what kind of services they provide?
http://www.salmat.com.au/products-se...tre-solutions/

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 (Allan) · #12 14-01-2015, 03:20 PM

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 (Peter) · #13 14-01-2015, 03:23 PM

Quote:

Originally Posted by 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 ...")

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 · #14 14-01-2015, 03:42 PM

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 (Julian) · #15 14-01-2015, 03:46 PM

Quote:

Originally Posted by sharpiel

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

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 (Julian) · #16 14-01-2015, 03:50 PM

Quote:

Originally Posted by BPO

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

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 · #17 14-01-2015, 03:54 PM

Quote:

Originally Posted by 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.)

That's what voicemail is for.

wasyoungonce (Brendan) · #18 14-01-2015, 04:35 PM

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 · #19 14-01-2015, 04:41 PM

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 · #20 14-01-2015, 04:43 PM

Quote:

Originally Posted by 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?

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