Hyderabad, India, Dec 30, 2020 - Call centres, with lines of executives sitting with databases of customers and phones in their hand, were the nerve centres that propped up the illegal instant online loan app business that is now under fire after suicides of victims.
The companies involved in the illegal micro-financing business that operated mainly through mobile apps had hired hundreds of undergraduates and 10+2 pass-outs through recruiting agencies and trained them in the craft of luring and harassing customers, before putting them to work at these call centres, police found out.
The Telangana State Police had raided multiple such call centres across the country after cases were registered in Hyderabad, Cyberabad, Rachakonda, Siddipet and Ramagundam police limits. The police found that hundreds of tele-callers were working in the call centres in different shifts.
"Various tasks were assigned to the executives working at the call centres. While some were asked to lure customers by calling them over phone, many others were given targets to harass them and force them to repay the loans doled out through instant loan apps. On joining, the tele-callers were given training by team leaders. The training depended upon the assignment given to them," a senior Hyderabad Cybercrime official said.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
The companies categorised the customers into various buckets – S-0, S-1, S-2, S-3, M2, M3, X etc.
"The customers in a lower bucket get decent treatment but as the bucket category goes up, the treatment gets harsher. The callers abuse the customers in filthy language and threaten them with dire consequences and go to the extent of accessing phone contacts of the customers and threatening the family members, relatives and friends with calls and messages," said an official of Cyberabad police, who raided few call centres and arrested 14 persons.
They also blackmailed innocent people by sending fake legal notices, he said.
"Tele-callers also suggest to victims that they make the repayments by taking loans from their other loan applications. The customer falls into a trap by taking loans via other loan applications as suggested by the executives and end up paying huge amounts and get stuck in a never-ending cycle," the official said, adding that tele-callers who successfully ‘forced’ defaulters to pay up were given incentives by the companies.
The call centres paid salaries ranging from Rs 20,000 to Rs 30,000, depending upon their position.
Posted by Veronica Silva Cusi, news correspondent
Published: Thursday, December 31, 2020
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
|4.)||Teckinfo Solutions Pvt. Ltd.|
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.