Cheryl JTelstra Call Centre Harasses Customers
October 9th 2008 09:00
According to an article in the Sydney Morning Herald, a call centre accused of harassing and lying to people in order to convince them to switch to Telstra has admitted some staff might have behaved unethically, following a barrage of new complaints and damaging claims made by former staff members.
In the past week the SMH first reported on concerns raised by many Australians who had been contacted repeatedly, many times a week, by TSA Telco Group staff. All of those complaining were listed on the Do Not Call register.
The falsehoods included lower prices, faster speeds and sometimes even plans that did not exist, anything at all they could to ensure they secured the sale.
TSA is contracted by Telstra to specifically target former customers who have switched telcos. The staff of TSA are paid on commission and in calls identified themselves as Telstra employees.
After the initial reports forums were flooded with complaints. More than 100 people said they were either sucked into deals based on false claims or harassed and treated rudely when they wouldn’t make the switch.
People have reported receiving compensation from Telstra as a result of TSA's behaviour but despite the criticism Telstra refuses to acknowledge that there are problems.
Spokesman Peter Taylor did not deny yesterday that Telstra had paid out compensation as a result of TSA's poor service. Only last week he said Telstra believed the plans offered by TSA were legitimate. "Having read the comments to your story I would encourage customers with feedback, good or bad, to get in contact with Telstra at Really Long Link so we can properly explore their concerns," Taylor said yesterday.
TSA's national compliance manager Zahra Peggs last week said its sales representatives were held to strict quality control procedures and did not offer illegitimate plans.
Yesterday, she said staff might "deviate from these procedures" from "time to time" but TSA remained committed to taking action where this occurred.
ACMA, which regulates the call centre industry, cannot say whether or not it is investigating companies until an investigation is completed. Complaints can be lodged with ACMA by phoning 1300 792 958 or with the Telecommunications Industry Ombudsman at tio.com.au.
The full SMH story reveals comments by former staff members of TSA regarding work practices and customers who were harrassed.
For the full SMH stories CLICK HERE and CLICK HERE - ORIGINAL
I was contacted by a phone sales company (not a Telco) last year from an overseas call centre. It was obviously an overseas centre because there was an audible delay on the line and the caller had quite poor English speaking skills. They evaded my questions and when I challenged them about calling me when I was on the Do Not Call Register the person got quite flustered, very obviously had no idea what I was talking about and started the spiel all over again and was just as obviously reading from a script. I actually felt sorry for the woman as she did not know what to do when I strayed from expected answers.
I have to say though that when I contacted the Register to make a complaint, they were quick and efficient in dealing with it and I haven’t had any further calls from anyone other than registered charities who are still allowed to call.
Personally, Telstra would be my last choice as a Telco for a vast array of reasons but I understand that many businesses don’t have much choice. I’m yet to speak to anyone that is happy with them though so I’m surprised people stick with them.
Have you had any problems from phone companies harrassing you or offering you deals that are not legitimate? Has anyone been called by companies despite being on the Do Not Call Register?
Information property of SMH.com
In the past week the SMH first reported on concerns raised by many Australians who had been contacted repeatedly, many times a week, by TSA Telco Group staff. All of those complaining were listed on the Do Not Call register.
The falsehoods included lower prices, faster speeds and sometimes even plans that did not exist, anything at all they could to ensure they secured the sale.
TSA is contracted by Telstra to specifically target former customers who have switched telcos. The staff of TSA are paid on commission and in calls identified themselves as Telstra employees.
After the initial reports forums were flooded with complaints. More than 100 people said they were either sucked into deals based on false claims or harassed and treated rudely when they wouldn’t make the switch.
People have reported receiving compensation from Telstra as a result of TSA's behaviour but despite the criticism Telstra refuses to acknowledge that there are problems.
Spokesman Peter Taylor did not deny yesterday that Telstra had paid out compensation as a result of TSA's poor service. Only last week he said Telstra believed the plans offered by TSA were legitimate. "Having read the comments to your story I would encourage customers with feedback, good or bad, to get in contact with Telstra at Really Long Link so we can properly explore their concerns," Taylor said yesterday.
TSA's national compliance manager Zahra Peggs last week said its sales representatives were held to strict quality control procedures and did not offer illegitimate plans.
Yesterday, she said staff might "deviate from these procedures" from "time to time" but TSA remained committed to taking action where this occurred.
ACMA, which regulates the call centre industry, cannot say whether or not it is investigating companies until an investigation is completed. Complaints can be lodged with ACMA by phoning 1300 792 958 or with the Telecommunications Industry Ombudsman at tio.com.au.
The full SMH story reveals comments by former staff members of TSA regarding work practices and customers who were harrassed.
For the full SMH stories CLICK HERE and CLICK HERE - ORIGINAL
I was contacted by a phone sales company (not a Telco) last year from an overseas call centre. It was obviously an overseas centre because there was an audible delay on the line and the caller had quite poor English speaking skills. They evaded my questions and when I challenged them about calling me when I was on the Do Not Call Register the person got quite flustered, very obviously had no idea what I was talking about and started the spiel all over again and was just as obviously reading from a script. I actually felt sorry for the woman as she did not know what to do when I strayed from expected answers.
I have to say though that when I contacted the Register to make a complaint, they were quick and efficient in dealing with it and I haven’t had any further calls from anyone other than registered charities who are still allowed to call.
Personally, Telstra would be my last choice as a Telco for a vast array of reasons but I understand that many businesses don’t have much choice. I’m yet to speak to anyone that is happy with them though so I’m surprised people stick with them.
Have you had any problems from phone companies harrassing you or offering you deals that are not legitimate? Has anyone been called by companies despite being on the Do Not Call Register?
Information property of SMH.com
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