We’re not allowed to use our mobile phones in the call centre. It’s annoying for the staff, but it’s safer for the customers. It may sound a bit strange to people who are not familiar with the workings of a call centre.
Basically we are dealing with payment details every day. Credit cards, debit cards, direct debits. It’s a sad fact that there are some very unscrupulous people out there who would welcome the opportunity to have access to another persons bank details. Many people, myself included, have been the victim of fraud.
My company does stringent checks on people and random yearly credit checks to try and filter these type of people out. The methods used are not fool proof however, so they also try to limit the duplication methods. This includes banning devices such as mobiles or iphones that can record or scan details. We are not allowed to write bank details down or leave any type of customer details on our desks. All security measures to make things safer for the customer.
Unfortunately not every company thinks like this.
Yesterday I went into town with my parents who are in their 70’s. My mom wanted a new mobile contract. We went into a very well known mobile place. The assistants were very nice and friendly – it wasn’t at all Scary Mary. My mom chose the contract she wanted and handed over her bank details to set it up. The manager of the shop, yes I said MANAGER, stood behind the assistant and took out his mobile phone. He began writing a text while the assistant was setting up the payment details. My parents didn’t think anything of this but I was shocked.
‘Are you guys regulated by the FCA?’ I asked the assistant.
The manager answered, ‘yes. Our insurance is regulated by the FCA.’
‘I’m asking because my company is regulated and if I used my mobile phone while I was setting up payment details I would be fired.’ I pointed out.
The manager very hastily put his mobile away and tried to say it was his work phone. I don’t care if it’s his work phone. You’d think that he’d have more sense than to text while there are payment details are in front of him. Did he think that an elderly couple didn’t require any respect, or was he actually up to no good?
Make up your own mind.
I going to turn into Scary Mary, and send in a written complaint.