Mobile Phones

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.

Your Address

If you phone me up at the call centre one of the things I will ask you for is your address. This is part of the Data Protection which we have to comply with.

About 30% of the answers I get are the actual address. That is the full address. The other 70% is anything but. Here are some of the scenarios:

1)
‘Can I have your address please?’
‘Mr J S…’
‘And the address?’
‘2 Dumb Street.’
‘And…?’

2)
‘Can I have your address please?’
‘2 Dumb Street.’
‘And where is that?’

3)
‘Can I have your FULL address please?’
‘2 Dumb Street.’
‘And…?’

4)
‘Can I have your address please?’
‘London.’
‘And whereabouts in London might that be?’

5)
‘Can I have your full address please?’
‘2 Dumb Street.’
‘And where is that?’
‘2 Dumb Street.’
‘But where is it?’
‘It’s Mr J S… from 2 Dumb Street.’
‘If I put 2 Dumb Street and your name on an envelope I doubt that it will get to you. So what is the rest of the address?’
‘I’ve just told you. I don’t know what you are talking about.’
‘Where is 2 Dumb Street? Is it England, Wales, Scotland, Ireland, Mars, India, the Moon? Where is it?’
‘Oh.’

The above are based on actual calls. I say based as names and addresses are obviously not included for real!

I think that most people should know their address. The exclusions would be the very young, people with extreme disabilities, or possibly someone that has just moved into the property – but they would more than likely have it written down somewhere, such as on the contracts they have signed when they purchased the property. Basically there is no excuse for the majority of people for not knowing their address. Whether it’s laziness or just plain stupidity I don’t know.

For most occasions the first line of the address and the postcode are sufficient to find the rest of the details. But for security purposes the full address is always better.

Full Moon

It was the full moon yesterday and, sure enough, we had some strange calls. As well as almost every caller taking about 10 minutes to actually tell me why they were calling, there were a few of the more memorable calls.

‘Good morning. You’re through to…Can I take your address please?’

‘The house is called…It’s 300 years old. It was built in the 1700’s and has quite an unusual pipe work. One of the previous owners…’

17 minutes later: ‘Can I have the rest of the address please?’

Or how about the customer who asked for a letter confirming that their policies were secure. Yes, that’s right. ‘Can you send me a letter to state that my policies are secure?’

Or how about the customer who received a call from someone asking for her bank details. ‘He told me it was for fraud.’

‘Ok. Let me just confirm this with you. You received a call from a man asking for your bank details. He told you it was because of fraud. He didn’t say anything else. You gave him your bank details. Is this correct?’

‘Yes. That’s all correct.’

No wonder so many people fall prey to con artists.

Margaret Road Wednesbury WS10 7QT 07505067286 naturalmatrixtherapy@outlook.com By appointment only, so please contact me to discuss available times.