Last fall, I worked for a company selling Medicare Advantage insurance. On days when the phone center was slow, we were instructed to make "outbound calls." We were informed that the ONLY way we could LEGALLY make outbound calls for these products was (a) if the person we were calling was a current customer, or (b) if the customer had sent a business reply care or an electronic request for more information.
I HATED working the outbound dialer. We never knew who we were calling or where they were located until the caller was on the line. If the customer had a difficult-to-pronounce name, we had fractions of a second to either figure it out or pizz them off. And then there was the customer who "allegedly" sent us a business reply card for more information...who had been dead for 8 years. I reported that one to a supervisor, after pulling up the customer information and both deleting the phone number AND checking the box marked "DECEASED."
The outbound calls made us look like idiots, and I hated making them...especially the ones in which I learned that, after confirming the customer's county of residence, that we didn't even offer a product I could sell in their area.
I signed on to the program because it paid $13 an hour, and I was promised that we would ONLY handle inbound calls. I'm not a fan of being lied to, but I also needed the job. I won't name the insurance company involved, because I don't think they were 1% as culpable for the mistakes as the subcontractor I worked for who ran the call center.
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Today's Featured Article - History of the Nuffield Tractor - by Anthony West. The Nuffield tractor story started in early 1945. The British government still reeling from the effects of the war on the economy, approached the Nuffield organization to see if they would design and build an "ALL NEW" British built wheeled tractor, suitable for both British and world farming.
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