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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Comment by Morgan Bell
Deep Pencil
Current Business News
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Comment by Johnny Come Lately
Jack's Back
I might put myself on that register. great idea.
Comment by Cheryl J
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You and me both. I rate them as one of the biggest rip-off companies around. I take it you're not a customer
Hey Johnny,
The register is great, I love that all the hassling calls have stopped. I know you've had trouble in country areas with Telstra but what choices do we have? In some places they're the only choice. Monopolising bastards!
Comment by Lara M
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Comment by Michaelie
Flick Wit
I am one of those people who hates Telstra and yet is still a Telstra customer. I have had ENDLESS problems with them, but the hassle of changing over and getting out of plans is too much for me at the moment, especially when I have had no wonderful experiences with any other provider either.
I'm putting myself on that register. At one stage I had Dodo continuously calling me from overseas, reading from a script like what happened to you, getting angry when I turned them down, getting extremely rude when I got angry about them getting angry or when I complained about the constant flow of calls, and then, as if they suddenly realised there was no money to be made off me and they were wasting time, they would hang up.
Grrrrr. And they are not the only ones. I am definitely getting on that register!
Thanks for the info!
Michaelie
Comment by Michaelie
Flick Wit
I am one of those people who hates Telstra and yet is still a Telstra customer. I have had ENDLESS problems with them, but the hassle of changing over and getting out of plans is too much for me at the moment, especially when I have had no wonderful experiences with any other provider either.
I'm putting myself on that register. At one stage I had Dodo continuously calling me from overseas, reading from a script like what happened to you, getting angry when I turned them down, getting extremely rude when I got angry about them getting angry or when I complained about the constant flow of calls, and then, as if they suddenly realised there was no money to be made off me and they were wasting time, they would hang up.
Grrrrr. And they are not the only ones. I am definitely getting on that register!
Thanks for the info!
Michaelie
Comment by Michaelie
Flick Wit
Comment by Michaelie
Flick Wit
"Call India for 5c"!
"Create a call centre"!
"Learn how to harrass people during dinner"!
Last one may be figment of imagination.
Comment by Cheryl J
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I had to write a letter to Dodo threatening them with the Telecommunication Ombudsman about 3 years ago. I got dial-up access with them and when I tried to disconnect I couldn't. You couldn't do it online and when I called them they put me on endless hold loops which would last in excess of 30 minutes and then they would cut me off. I wrote and complained to their customer service dept to no avail so my next letter email included a draft of my letter to the Ombudsman basically saying that they were stealing from me by not allowing me to disconnect and gave them 24 hours to contact me. Not only did they contact me I got a refund for the three months I had been trying to disconnect. It pays to bitch and moan and shout from the rooftops!
I switched everything to AAPT. They've been great, their rates are good and they did EVERYTHING for me. I think they are quite fabulous for a Telco. And no I don't work for them
Comment by Wynona Lavota
Generation Y Life
That's not marketing, that's flat-out poaching.
Comment by Cheryl J
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Wow, I'd be really pissed off if they started calling my mobile!
Hey thanks for stopping by.