topic Re: When a PN employee calls in Plusnet Feedback

When a PN employee calls

Marksfish — Mon, 09 Mar 2015 15:42:36 GMT

I have had some tickets open on my account for a while, one of them is a fault ticket. A PN employee (forgot the name sorry) has rung and said:
"I'm ?? form Plusnet, is your fault fixed?", or words to that effect. The number was withheld and I asked if it was to do with the extra 0 and the reply was that he couldn't answer that due to security.
REALLY?
He rings me from a unidentifiable phone number. Continues to ask me a question about a service I hold with a company and then refuses to answer my question on security grounds?
I don't object to the call per se, but the way it was conducted leaves a lot to be desired.
Mark

Re: When a PN employee calls

HairyMcbiker — Mon, 09 Mar 2015 15:48:49 GMT

Since I block all withheld numbers I haven't had any of them, but yep agree if they are calling from a withheld number & refuse to answer any questions they would get the same treatment from me.

Re: When a PN employee calls

joclark — Mon, 09 Mar 2015 15:54:37 GMT

Good afternoon, if an agent calls you they do need to go through security to discus an account. I apologies if he did not go through this when he contact you. I find this rather peculiar, however, the agent will have left notes on the account to let you know what is happening in regards to the fault which you are experiencing.
If you would like to find out how your fault is progressing please check your account.

Re: When a PN employee calls

Oldjim — Mon, 09 Mar 2015 15:58:31 GMT

Sorry
If a person calls from a withheld number and says -
I am from Plusnet regarding your problem
Please confirm - and asks for either personal or account details - how does the person being called know he is from Plusnet and that it isn't a phishing call
If someone called me and asked for anything other than to confirm my name they would get short shrift
I think Plusnet need to look at this

Re: When a PN employee calls

joclark — Mon, 09 Mar 2015 16:10:11 GMT

Good afternoon, I understand your point when it comes to being called from a withheld number. I will be having this raised internally. However in the meantime if you receive a call from Plusnet and you are unsure if it is Plusnet, advise the person on the call to leave notes on your account and you will respond accordingly.

Re: When a PN employee calls

Marksfish — Mon, 09 Mar 2015 17:51:32 GMT

Just to clarify, no personal details were requested, it just seems really daft to ring and ask if a fault has been cleared but not want to discuss the fault and not want to take me through security. Ad all this when making contact from a withheld number, that was the issue as I don't normally answer them.

Re: When a PN employee calls

plusnettony — Mon, 09 Mar 2015 18:01:52 GMT

I think the thought is that you aren't discussing personal details (a generic fault). I've brought up in the past that the number is withheld, but unfortunately it wasn't possible to change. Agents can't do this manually though, which again is something I can suggest.

Re: When a PN employee calls

Townman — Tue, 10 Mar 2015 11:16:42 GMT

Quote from: plusnettony
I've brought up in the past that the number is withheld, but unfortunately it wasn't possible to change.

Sorry, but this is simply not true. It is possible to change, all that is required is to lift CLI with-hold on PlusNet phone lines - PlusNet's choice to do that is a different matter, not one of possibility.
It is not necessary to "expose" the individual line numbers; a generic number can be configured across a group of lines. This needs to go back to your phone system provider. There is no excuse for withholding the calling number.

Re: When a PN employee calls

HPsauce — Tue, 10 Mar 2015 11:20:36 GMT

@Townman is 100% correct.
As someone who has, in the past, been responsible for IT and telecoms in various corporates including large inbound and outbound call centres I can confirm that this has been possible for literally decades.
No excuses.

Re: When a PN employee calls

JohnJ-B — Tue, 10 Mar 2015 11:38:14 GMT

@HPsauce & @Townman are 100% correct.
However, since any number can be programmed in, I'm NOT certain of the real value in doing it!
To be fair to PN, the Banks seem to have the same problem! I've lost count of the number of times that a Bank has called me (from either a Number-Withheld or an Unrecognised Number) & then expect me to simply take their word that they are who they say!
On each & every occasion, the Caller has INSISTED that I provide Security Clearance details BEFORE they will provide any confirmation of their own credibility! When I insist that I terminate the call & call back in on a known-number (where I'm fully prepared to go "through-security"), I've usually found that they have been vindictive & have either locked my Account or annotated a Note "alleging" that I was refusing to comply with Security!

Re: When a PN employee calls

HPsauce — Tue, 10 Mar 2015 11:46:40 GMT

It would contravene various rules, possibly laws, to program in a number other than a valid one for the organisation calling you.

Re: When a PN employee calls

JohnJ-B — Tue, 10 Mar 2015 11:52:55 GMT

@HPsauce, I sympathise with the point made, but:-
1 - I'm not certain if the Scammers are concerned about that!
2 - I don't recall anyone ever being prosecuted for it (although I'm not certain which law would apply)!
In other words, even if an inbound call number looks familiar, would you blindly trust it & provide personal responses to Security questions?

Re: When a PN employee calls

Strat — Tue, 10 Mar 2015 11:56:53 GMT

I set up a company's phone system which included 10 DDI lines.
Some staff were happy for their DDI number to be returned to an inbound caller.
Others were not and I configured theirs to return the main switchboard number.
I also wondered about a scammer returning a legitimate bank number to people they called to reinforce their 'credibility'.

Re: When a PN employee calls

HPsauce — Tue, 10 Mar 2015 12:07:38 GMT

Quote from: JohnJ
In other words, even if an inbound call number looks familiar, would you blindly trust it & provide personal responses to Security questions?

Absolutely not, never ever. And I don't.
I've had calls from my bank about card fraud and the number isn't hidden, but seeing it means I take the calls seriously and am polite before hanging up saying nothing substantial.
I then ring back using a number taken from their paperwork.
Calls with no number get what they deserve; at best a "brusque" response.

Re: When a PN employee calls

Mayfly — Tue, 10 Mar 2015 13:23:43 GMT

I had a call the other day from some who refused to identify themselves until I had answered some security questions. I hung up in the end as they wouldn't budge.
It's time companies in this day and age of scams got a grip and provided a 'reverse' password system they agree with the customer on sign up so the customer can ask the company for various alphanumerics when they call.

Re: When a PN employee calls

w23 — Tue, 10 Mar 2015 13:33:00 GMT

One of my credit card issuers uses a personalised picture and text combination on their website when I log in to help ensure I'm not caught out by a phishing link or similar taking me to a false site, it wouldn't be difficult to set up a 'reverse password' to achieve the same on telephone calls as suggested by Mayfly (simple idea but really good thinking).

Re: When a PN employee calls

JohnJ-B — Tue, 10 Mar 2015 17:26:20 GMT

One of the Banks, that I used to be with, agreed to a reverse-password system. However, when they phoned up, refused to provide it until AFTER I had cleared THEIR Security!!
Duh!!

Re: When a PN employee calls

plusnettony — Tue, 10 Mar 2015 18:07:26 GMT

I am sure it would be quite easy to actually provide a generic support number. What I meant by my comment was that it has more to do with operation reasons than technical.

Re: When a PN employee calls

Townman — Wed, 11 Mar 2015 10:07:43 GMT

...that is choice and not impossible.

Re: When a PN employee calls

HPsauce — Wed, 11 Mar 2015 10:15:44 GMT

Quote from: plusnettony
I am sure it would be quite easy to actually provide a generic support number.

Easy but useless and inapproprioate.
It needs to be a number which is answered (not multiple-choice press this for that nonsense) when you call back, by someone who can deal PROMPTLY AND EFFECTIVELY with a customer who says simply and honestly - "You called me".