The chief pointed out a post he made recently wherein he seemed to have ruffled a few callcenter feathers.
Upon learning of Epixtar Corp.’s ongoing Chapter 11 registration both in Miami US and locally, the chief wondered aloud whether a callcenter career in Epixtar House Eastwood would still count as a viable career.
disclaimer: first of all there’s a “Gary” that made copious lengthy comments on above mentioned post on the chief’s blog. That ain’t me!!. Ok now that’s clear, onwards…
With the fearless initiative with which he earns (from me) the monicker ‘the chief’, he proceeded in it to cite articles with which he finds the company wanting, in particular a 2003 MSNBC report of Alleged Phone Cramming, where Epixtar was alleged to have crammed extra charges on consumer phone bills in the U.S., as well as a September Inq7.net article, discussing the local Epixtar office’s reorganization particulars. Quite the cunning intrepid researcher, our chief.
The subject of this post however, is not (necessarily) to ruffle said feathers even more, but to put focus on the examples given by the MSNBC article as to how the company allegedly ‘crams’ phone bills onto its customers.
From the article, a definition:
Telephone cramming, along with phone bill slamming, has become an increasing nuisance for consumers… Some unscrupulous operators manage to trick consumers into adding services, or in some cases, simply add the services without permission, and charge monthly fees — a process called cramming.
.
Secondly, here’s how it’s done:
.. (a) former employee, who requested anonymity, alleged that the firm had used fast-talking techniques to grow the business…
… after she gets the consumer into the rhythm of giving “yes” answers, she establishes that he has the right to make changes to the phone bill. But that key question, read at lightning-quick speed, is slipped in behind another simple “yes” answer.
For example:
“You are authorized to make changes and incur charges on your business phone bill and are over the age of 18. I also have your main telephone number as 202 … Is that all correct?” the operator is heard asking. The consumer replies “yes.”
“Basically, we get one yes for four questions. Sometimes people don’t notice,” the former employee said.
So, is it just me, or has this surely got to be a fun place to work in! Imagine thinking up ways to get customers to say yes! Here’s how I imagine I’d do it:
Me: Hello, I’ll need a few details.
Caller: Surely.
Me. Are you homo sapiens?
Client: Yep.
Me: Bipedal?
Client: Yep.
Me: Carbon-based?
Client: Yep.
Me: A child of God?
Client: Yep.
Me: Can I charge you this call?
Client: Yep.
Let’s say the callcenter agent was a girl with a sexy voice, selling auto parts:
Callcenter Girl: So you’re looking for part a-3 for the 1993 Ford Pickup?
Client: Yep that’s me!
Callcenter Girl: Is your pickup green?
Client: No it’s red!
Callcenter Girl: Oooh red pickups are hot. Ahem. We have a set of matching green sidemirrors on discount.
Client: Uh-uh.
Callcenter Girl: We can ship part a-3 tomorrow sir. Would that be ok?
Client: Yeah!
Callcenter Girl: ..sidemirrors included. Your pickup is red right?
Client: uhh..yeah!
Not that they sold phone sex, but if they did:
Callcenter Girl: Hey so what’s your name?
Client: Andy 12 incher.
Callcenter Girl: Nice to meet you Andy 12 incher. Are you over 18?
Client: Yeah.
Callcenter Girl: Would you like me to take my clothes off Andy?
Client: Uhuh.
Callcenter Girl: I’m unbuttoning my blouse..
Client: Give it to me babe.
Callcenter Girl: Oooh you’re such a big boy Andy 12 incher! You are authorized to make changes and incur
charges on your business phone bill and are over the age of 18. I also have your main telephone number as 202. Freshman high is such a bitch isn’t it Andy 12 incher?
Client: Yeah.. uhh NO! I mean yeah!