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Customers Wary Of Fraud Calls

I recently received a call from one of the telecoms companies I use for least cost routing at home. As soon as I answered the phone the person calling me asked to speak to Mr Wadhwani, I said that’s me. She responded with “For security can you give me your date of birth and home address?” You can guess that I didn’t give her any information without asking her for details of who she is representing. She replied “I need to know I am speaking to Mr Wadhwani, can you give me your date of birth … ” – this went on for a while – eventually she told me where she was calling from and about what. We must have wasted 5 minutes in a call that should only take a total of 1 minute just because she would not identify who she was representing. More and more of us are wary of potential fraud calls so if your staff make calls and need some ID, make it easier for the customer to identify you and at least offer a toll free number so you can call them back and check who you are talking to otherwise you are wasting a lot of time and potentially frustrating customers as well.

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For someone looking at a quality monitoring/recording system for the first time I would recommend that they outline exactly what it is that they want to achieve from the quality monitoring solution that they are buying. There is a lot of variety out ... Read More...
June 15, 2021 5:00 AM
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If a contact center manager is looking at technology solutions from a number of different vendors then they need to look at the total solution and not just the individual components. Once you’ve selected the total solution then you really need to sta... Read More...
June 14, 2021 5:00 AM
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