Quality Assurance
there were always some gems from people that were desperate for sales. but in the place i worked, i had a stint team leading the quality assurance team. we listened to sales calls all day (big call centre, i had a team of about 20 people) when they found dodgy sales, my job was to alert the offenders TL, and then call the customer back to go over the actual offer, rather than what they had been offered.

we didnt lose that many sales to be honest, most people were happy that someone was looking out for them. It always surprises people when they find out that just sometimes there is a reputable call centre. We recorded every call made.

My favorite was busting someone taking credit card numbers and the validation codes from the back. they had a list of about 8 in a notebook. she was making some borderline sales, so i listened to some of her no sale calls. in the no sales she was gathering these details. she had no need at all. she would get the details, say there was a system fault, and offer to call back. she was then calling the customer back and selling properly, so the sale sounded ok. (seperate recordings). THe TL was a worthless piece of crap who flat out refused to fire her top seller, as the sales were fine. I took this straight to the centre manager, who pretty much straight away called the police, and she was arrested! got the TL fired as well. nice.

I then had to call back the customers whose credit card numbers had been stolen, and tell them to contact the bank etc. That part wasnt fun at all.
(danglesmurf, Wed 9 Sep 2009, 2:12, 2 replies)

If a call centre called me up
And said 'look, somebody stole your card details. The police have arrested her, and I'm phoning to say cancel your card etc', I'd be a lot more grateful than finding missing money and wondering where the fuck the details were stolen from!
( Methylene Blue - electrohead, Wed 9 Sep 2009, 4:13, closed)

to be fair
most of the people i spoke to were ok. it was one guy in particular that didnt quite grasp the whole she was arrested bit, and got quite angry. ah well.
(danglesmurf, Thu 10 Sep 2009, 2:48, closed)