Call Center Scandal – TELSTRA

As a former customer service representative in one of the leading call centres in the Philippines, hearing the news of an agent rectifying a charge on the customer’s credit card in exchange of a small amount makes me sick. TELSTRA, an Australian telecommunications and media company, received a complain from “Sam”, one of their customers. Sam claims that when he called the company to complain about the charge on his account, a certain “Daniela” promised him that she can reverse the $557 charge to just $99 dollars, in exchange for a $60 dollars kickback of course. 

According to an Australian News, Daniela sent Sam an email privately with a proposition that reportedly read: 

“Sam, you really sound pleasant to me… lols. do you want me to rectify this bill straight away? can do some reverse of charge and just put your account on $99 charge so you won’t have problem when you go into state work, if I have to receive these special presents. cheers! daniela” 

Now here’s the video...

How can she do such an act? Call center agents are bounded by secrecy on customers’ personal information and shouldn’t, by any chance, extort money from them. At the moment, the case is under investigation. If the accusation is proven true, it will be another blow to the Business Process Outsourcing (BPO) world and the call center agents in general.

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