I have had three calls from this number so far, two yesterday and one this afternoon. I have caller display and never pick up the phone if it is a number I don't recognise. No doubt I am going to be plagued with these calls now but they can ring as much as they want. They will never get to speak to me! When will companies realise that if a customer wants an upgrade or whatever, the customer will get in touch with them - not the other way round.
thats for them to solve - outbound cold calls are their idea, not mine
but the obvious ones: tell the called person their account number / balance/ contract details... then their dept name and employee number, a freephone number ot call back on if suspicious ....( though that has known flaws used in other scams) ..
if they dont have those details to hand then they fail on " know your customer" and and sale could be a mis-sale . or is that only for banks etc ?
the best fhing they could fo with this program is bin it.
2nd best poud be to make it a deliberate opt in , with the default being opt out.
a proper script, thinking of call backs from other compaies is made by someone with good English skills and goes soemhing like
is that mr xxxxx,
this is xxx from yyyy dept of zzzz company is it convenient to talk to you at this time [ thats the 1st VM omission ]
then. I am calling you about your..... letter/ compliant whatever [ context, context... ]
at some point there will be a POLITE " to discuss this further I will have to take you through rsecurity, is that OK" [ compared with the immediate order to give up your passwrd which is all that the VM guys can manage]
and so on, i expect there are well regarded training programmes you can send your stadff on, to learn to to do it properly. I suspect VM get their guys on commision via the Indian equivalent of Craigslist, no references, no experience needed , enlish is optional
But the obvious ones: tell the called person their account number / balance/ contract details...
All of which is personal information, Would you really want to give that out to someone BEFORE verifying beyond doubt that you are speaking to the right person?
then their dept name and employee number, a freephone number to call back on if suspicious ....( though that has known flaws used in other scams) ..
I'll tell you now - the really suspicious people won't even entertain the idea of taking a number from an inbound caller. I know this from experience. If people don't want to continue we always end the call and give a contact number for them to call if they have concerns. The really annoying thing is that the people STILL probe for information about why we're calling. I'd love to tell them but if I cannot verify beyond reasonable doubt that the person on the other end of the line is the person I am speaking to - I HAVE NO CHOICE, I cannot continue. To do otherwise risks a breach of confidentiality.
And we can't just assume that just because we've called the number, the person we're speaking to is who we're supposed to be speaking to either.
Only use Helpful answer if your problems been solved.
So what is the answer, should we just give out details to whoever calls?
These people have called us, they can be fairly sure they have called the number of the account holder. Asking for an online password is just plain stupid.
Perhaps make the sales pitch, place the new options on the online account then require confirmation by account holder. That requires no details to be given out to the unknown sales caller but provides a good level of security and a positive acceptance of new 'upgrades'. It's not really rocket science but it seems to be beyond the wit of Virgin.
@only9months wrote: 'Hi, am I speaking to Mr Account Holder? This is Virgin Mobile, do you have a minute to talk about offers and upgrades?
Insert waffle about 'upgrades' and trying to sell stuff you didn't know you needed which does little to improve your service or value but results in paying more for services you are unlikely to use.
Ok, I will place this offer on your online account for you to check and confirm.
Thanks for your time.'
Customer goes to online account using password and either agrees or disgard the new offer.
At no point does anyone give out info about the account but the sale is made and the customer confirms it. I'm sure there are flaws...
But for "only nine months" you seem to have a decent handle on it.
Id go down the line of something similair-
You get a call, confirm some personal information-say name and address. They discuss the options. At no point do they need to refer to your current package, offshore dont need to know what your current package IS- just that there are upgrade options available and what they are.. If you agree, an upgrade is placed on your my virgin media account for activation. To confirm it you log in and "sign it off" electronically.
Whilst I understand that losses the immediacy of people saying yes in the moment, it would also get past the people who hang up when asked for their VM password. Win Win.
Oh yeah and once a quarter would be good. Not 3 times a day.