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News : Fake Indian Call Centre Attempting to Scam Telstra Customers

#contactcenterworld, @Telstra

Sydney, Australia, Feb 28, 2019 --Telstra customers are being warned over an Indian call centre scam attempting to trick victims into handing over sensitive information that could be used for identity theft.

Sydney resident Tim Brasier said his wife received a call late last week from a man with an Indian accent claiming to be from Telstra.

"She was asked to provide her driver license or passport number to verify her identity as part of our NBN installation," he said.

"We were both suspicious straight away. When we queried the request, the male gave his name as ‘Mike’ and gave us a ‘Telstra number’ to contact."

"Scary thing is that this person knew our name, address and mobile number to begin with."

When nine.com.au called the number the represented answered the phone saying he was from Telstra and attempted to get account details before answering questions.

Telstra told nine.com.au the number in question - (02) 8003 3447 – had no association with the Aussie Telco, adding it would never ask for that type of information.


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Other reports show this same number was used in 2018 from a scammer pretending to be an insurance company looking to finalise a claim over an accident.

"If you receive a phone call out of the blue from someone claiming to be a representative of Telstra and their call relates to a problem with your internet connection, just hang up," a spokesman said.

"If you're not sure that the person on the other end of the phone is legitimate, hang up and call the organisation by using their contact details from the internet or phone book - not a number they give you."

The news follows a sophisticated NBN robocall phone scam targeting areas of the country where installations are currently underway.

Greg Lyall from Sydney’s northern beaches was left two voicemails on his home answering machine telling him phone was going to be cut off because NBN was being installed.

The automated call has been reported across the country and prompts people to press "one" to discuss the matter further or "two" to have the service disconnected.

Selecting either option will transfer the victim to a call centre where scammers will attempt to get them to hand over personal information.

NBN Co told nine.com.au advised the company does not contact end users directly about planned maintenance.

More tips for dealing with scammers:

- Be wary of sharing personal, credit card or banking details over the phone, unless you’ve made the call or the phone number came from a trusted source.

- Never give an unsolicited caller remote access to your computer.

- Be wary of requests for payment through unusual methods, like iTunes cards, gift cards, or virtual currency like Bitcoin.

- If your alarm bells are ringing or you think something's not quite right, just hang up.

- If you think you have provided bank account or credit card details to a scammer, contact your bank or financial institution immediately.

Other scams to be aware of:

NBN robocall scam: Sophisticated NBN robocall phone scam has been targeting areas of the country where installations are currently underway.

Energy Australia scam: Email scam uses the large database and established brand credibility of EnergyAustralia to lure victims into downloading a malicious file

Optus email scam: An email purporting to be from Optus tells the recipient told a document is available for them to download. Once click, their computer is infected.

Valentine's Day scam: Romance scammers actively engage with victims, slowly building an online relationship before asking for money

Telstra email scam: Email-based cyber-attack uses Telstra branding to trick customers into clicking a link that can infect their computer with a malicious file used to steal information.

Netflix email scam: Email tells users their account has been suspended in an attempt to trick them into clicking a link which leads to a Netflix-branded phishing page used to steal personal information.

Apple Store email scam: The phishing scam involves an email purporting to be from Apple Store, which informs customers they have a PDF receipt from a recent purchase.

ATO phone scam: Phone calls claiming to be from the ATO attempt to fool people into handing over money by claiming they are about to be arrested over unpaid taxes.

'SIM swapping' scam: Hackers can gain access to your bank account, email and social media with just a simple phone call to a mobile operator.

Post-storm roof scam: The men knock on the door of Australians after wild weather and say the roof must be replaced as it's about to cave in. One lady handed over $156,000 for work that did not need to be done.

Police phone scam: Scammers are posing as police officers to try and dupe people into handing over financial information.

Ransom email scam: Scammers are sending ransom emails containing terrifying threats designed to frighten people into handing over their money.

Telstra email bill scam: A legitimate-looking email bill that directs users to a malicious website that will deliver malware to their computer.

Facebook scam: Users receive messages from the accounts of friends and family, telling them they can win money by clicking on a link that will infect their computer. The message is from a scammer who has hacked your friend’s account or created a "copy" profile by stealing their images and information

Wealthy suburb scam: An elaborate scam saw a man hand over a $40,000 car without receiving a cent.

#contactcenterworld, @Telstra

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.9news.com.au


About Telstra:
Company LogoTelstra Incorporated is a global provider of advanced communications services to multinational corporations.
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Today's Tip of the Day - Assisted Transfers

Read today's tip or listen to it on podcast.

Published: Thursday, February 28, 2019

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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