When agents are trained for a sales campaign they are told about many “don’ts” including not to keep any confidential information of the customers because any such thing would cost us our job.
However, sometimes things were way different on the operational floor. Some people just don’t care about any don’t do(s) what so ever. In fact, some of agents even store customer's crucial information. They treat it lightly saying “ you never know when can you use them”. As far as I know no one usually use it. But they still continue to store it, may be because it gives them a high of keeping some important/powerful information with them.
Call center frauds are under reported and it’s from both the sides. At times the clients are fraud (when they ask companies to carry on their campaign without having any intention of paying for it : (
Among the agents the most common frauds (apart from the rare big ones where million are involved) is when they either fake a sale or do an unauthorized collection.
At times it is the dirty competition among the peers to stay in the top league, which forces them to mislead a customer, however, most of the times such things are done under extreme pressure. When your job is at stake and all you need is one yes from the customer, you are tempted to do all the bullshit required to get the numbers. Every center gets his fair share of returned/pend sales. These may be small cases however their frequency can impact your relationship with client leading to the loss of business.
In these changing scenario we all need to take the responsibility and ownership to save the industry because date theft incidents will rekindle the outsourcing debate for sure.
A word of caution for the companies
• They should not agree or set unrealistic targets which forces the agents to think about alternate ways to keep up the numbers.
• Highly qualified staff should be engaged in some positive/process improvement projects or else they would feed their intellectual appetite by exploring any virgin territory in a dangerous way.
• Quality standards and parameters need to be very stringent
A word for my fellow friends
• We guys are smart (let’s accept it!). When we work on a system day in and day out we are bound to discover some loopholes. Please exercise some control over your negative intellectualism and refrain yourself from doing from any illegal stuff. It may be a fast way to get some quick bucks; it is also the shortest route to one's downfall.