Offshore Outsourcing & Scammer

Dealing with an angry caller is never an easy task. Unfortunately, call center customer service representatives have to do it all the time. While the stress and anxiety of handling these situations fade as reps learn the ropes, the importance of handling difficult customers well never fades.

A dissatisfied customer is likely to tell between nine and 15 people about their experience, whereas a satisfied customer may only tell between four and six. That means that, unfortunately, when it comes to customer support, bad news travels faster than good.

There are methods that can help you to effectively handle difficult customers, reduce their anger and engage in conflict resolution. Below is information borrowed from the field of psychology, a profession that specializes in interacting with difficult individuals, reducing their distress and repairing the relationship. They are few customer service techniques that you can employ to help achieve customer service conflict resolution excellence!

• Work as quickly as possible
  As they say, time is money. The more efficient you can be means the more customers you can help throughout the day. Most, in fact 90 percent, of consumers would rather deal with issues over the phone than via chat, email or social media.
  As they say, time is money. The more efficient you can be means the more customers you can help throughout the day. Most, in fact 90 percent, of consumers would rather deal with issues over the phone than via chat, email or social media.
  
  
• Listen to the entire story first
  When you do get a difficult caller on the phone, ask the customer how you can help them. Then, sit back and listen, really listen. When a customer is explaining a problem, don’t interrupt them at all. Don’t cut them off. Don’t even cut in to ask for clarification. As they talk, have a pen and paper or computer tab handy. This way, you can jot down any details and potential questions you’d like to ask for clarification reasons after they’re finished.
  Not only will listening to the whole story first give you a better idea of the issue or question they’re calling about, but it will also help the customer feel better. There are few things more frustrating to an angry caller than not being heard. Let them talk while you actively listen and take notes.
  
  
• Look for warning signs during a conversation
  Chances are, your customer’s anger did not come out of nowhere. Look for signs that your customer’s emotional state is deteriorating: a clenched jaw, tense posture, clenched fists, fidgeting, significant changes in behavior (i.e. a talkative person who becomes quiet) or a more harsh tone of voice.
  
  
• Allow them to vent
  When the customer has reached the point of anger, allow them the space to voice their frustrations. Spend the time that is needed, do not interrupt and occasionally show support with statements such as, "I understand", "I agree, this can be frustrating", etc. Simply put, that's good customer service.
  
  
• Show empathy
  When the customer has finished venting, respond calmly and treat the individual with respect. Empathize with the individual with statements such as, " I understand how upsetting this must be for you".
  
  
• Don’t get into a power struggle
  By giving your customer the space to speak, you are putting the ball in their court and communicating to them that their situation deserves attention. Do not try to overpower the customer by cutting them off, telling them they are wrong or ending the conversation.
  
  
• Identify their mood state
  Are they irritated, annoyed, frustrated, anxious or angry? Accurately identifying their mood state will help you understand the causes for their mood (let’s call it anger and adjust our customer service).
  
  
• Make sure to understand their anger
  Try to figure out exactly why they are angry. This may take some work on your end as sometimes the thing they are yelling about might not actually be what they are angry about. Ask yourself the following questions: What triggered the anger? Were they criticized, ignored, treated unfairly or overwhelmed with hassles? Do they have unmet expectations, needs or wants? Do they lack options?
  Look at the situation from their point of view.
  
  
• Keep your cool
  Do not let yourself be manipulated by the customer’s anger. Always remain calm and professional. Speak softly and address the customer by name.
  
  
• Don’t try to justify your point
  Trying to speak rationally to someone who is angry is not effective and will make matters worse.
  
  
• Use active listening
  Try to paraphrase back what the customer has told you. Keep your statements short and simple. Avoid company jargon or referring to company policy.
  
  
• Try to find one point of agreement
  If the complaint is valid, acknowledge that.
  
  
• Ask for their solution to the problem
  Use phrases like, "Can you tell me what you need?"
  
  
• Break their problem down into manageable segments
  Start by addressing the issues that are easiest for you to solve. If the customer can see an immediate change, they will understand that you are helping them fix their problem.
  
  
• Try to solve the issue
  If you know the solution, fantastic! Dive right in. If you’re unsure, don’t make any promises that you can’t keep. "I’d love to help you with this issue" isn’t quite the same as saying, "I’ll send you a new one by tomorrow" if it can’t be done
  If you don’t know the answer, put the caller on hold and consult your manual or other resources as quickly as possible. Remember, an angry caller is only going to get more annoyed the longer he or she sits on hold. If you can’t resolve the issue quickly, you’ll need to ask a coworker or manager for help.
  If you actually need to transfer the caller to another department or manager, let them know first rather than just pushing a button and sending them along. Many annoyed customers are hesitant to be transferred because they fear their call will be dropped, they’ll be placed on hold again or they may be annoyed that they have to explain their issue again.
  One way some companies handle this is by having the first customer service rep actively call and then introduce the customer to the second service rep. This attended transfer gives the worker a chance to efficiently explain the problem and it does not leave the angry caller hanging.
  
  
• Always have a solution
  Provide information about why something is not possible, but always have a solution that might help meet their needs. If your company cannot meet their needs, refer them to one that can.
  
  
• Negotiate for a win-win
  Explain your viewpoint carefully and negotiate the differences.
  
  
• Repair the relationship
  Compliment the individual. Tell a joke.
  You may have to give them particularly special treatment. Not all companies are able to offer discounts or freebies to disgruntled customers, but many do. If you have a problematic customer who refuses to relax, you may have to throw them a freebie as a last resort.
  This is sure to calm them down because everyone loves free stuff. Even though it may seem like a loss of money upfront, paying to keep a customer loyal will likely pay for itself in the long run by cutting back on marketing costs. A new customer costs six or seven times more to market to than a returning one. Plus, it’ll save on the bottom line. Increasing customer retention by just two percent decreases overall costs by an average of 10 percent.
  Do whatever it takes to make sure the customer is happy at the end of the conversation.
  
  
• Take a deep breath
  and, most importantly of all, be as helpful as possible but never take an angry caller personally. The majority of the time, it’s not you. It’s them.

These techniques are the key to calming a customer, arriving at an effective solution and winning back their trust is being prepared to deal with a difficult customer. Practice these steps before the situation arises so you will be fully-prepared to handle anything that comes your way.

Call center agents can be the first and only contact point for customers and are therefore often the face of a company.

Every positive interaction a customer has with a company can turn them into a loyal customer and evangelist. Thus, positive interactions with well-trained agent will increase customer lifetime value and brand awareness.

Below are tips for call center etiquette excellence agents and managers should always be aware of when interacting with customers.

• Be courteous
  Agents should always treat each caller with courtesy. Ask how they prefer to be addressed, make every attempt to pronounce their name correctly and use this name consistently. Talk with a smile, remain calm and speak clearly. Wait for the person to finish speaking before speaking. These simple tips will go a long way in interacting with the caller in a positive and professional manner.
  
  
• Be professional
  Agents should maintain a level of professionalism throughout the entire conversation. They are the face of the company, so they should have adequate training and should be monitored for adherence to quality standards. All conversations should be in line with corporate values and goals.
  
  
• Be respectful
  All customers should be treated with respect. Throughout each interaction, agents should remain calm, act rationally and treat the caller as if they were the most valued customer. Respect also involves understanding the caller’s needs and making an effort to accommodate them. Agents should attempt to understand the causes of the customer’s problem, realize how their problem affects their behavior and respond with compassion.
  
  
• Be honest
  Agents should always be honest with their customers and with themselves. Agents should never lie, guess or make up an answer. If the customer’s problem is beyond their competence level, the agent should politely explain that they will transfer the customer to an employee who can better address their needs.
  
  
• Be trustworthy
  Building trust is essential, not only for the interaction to progress smoothly, but also to build positive brand awareness for the company. Trust is based on ethical principles such as character and competence. It requires truthfulness, honesty, reliability, loyalty and integrity. In order to ensure that your staff is trustworthy, monitor for their adherence to these character traits and the values of your company.
  
  
• Be confident
  Confidence is critical for any productive interaction. Ensure that your staff is well trained, well managed and properly equipped to handle difficult situations. This will instill confidence, interactions will be more effective and the image of the company will be more positive.
  
  
• Be competent
  Agent must demonstrate a certain level of competence to adequately address the customer’s needs. When the customer’s demands are too high, they must refer them to someone with more experience who can effectively handle their issue or concern.
  
  
• Be interested
  Agents must take a genuine interest in the customer’s question or concerns. This will make the process more enjoyable for both the agent and the caller. Call center work can be very monotonous. Agents should keep it fresh by taking a genuine interest in each caller’s unique situation, asking personal questions and attempting to make a quick connection.
  
  
• Be neutral
  Agents should not offer opinions or introduce their own biases into the conversation. They should always take a neutral stance on issues, but empathize with the caller’s needs. Taking a neutral stance will allow agents to more effectively solve problems in an efficient manner.
  
  
• Be flexible
  Agents should anticipate the unexpected and be prepared to change course when necessary. Sometimes pertinent information will be obtained that can change the course of the problem solving efforts. Agents should always be flexible, welcome the change and keep the customer informed of the reasons for the change.

Providing quality service to each customer should be a priority of every call center. Managers and decision makers should define call center etiquette guidelines, allocate sufficient funds for proper training and monitor for adherence to the guidelines. When all agents adhere to etiquette guidelines, companies will gain an image of trustworthiness, honesty and effectiveness. This positive brand awareness is critical to any company’s success.

In the night I got a LinkedIn message from Kaushik Ganguly, Business Advisor and Management Consultant for ITES - Call Center industry with 16 years experience A part of this email is:

"what if center fails to perform? what if center fails to retain campaign? what if center do not work seriously? what if center do not have financial strength to run center? what if center close down for other reasons? AND most importantly ... what if center choose not to pay consultant/broker after getting payment from client?? Those all happened in real life with many people

If center talks about giving monthly payment to consultant ... why they can't pay the way they pay to Chartered Accountant, VOIP provider, Dialer company, Lead provider and many others? Why always they make a big issue of paying to consultant ... when they know getting a good profitable campaign is 500% more important then getting audit, voip, dialer or leads!! "

It seems that this "Business Advisor" does not know for whom he is working and who is paying the bill! He did not learn in "16 years" of experience how business is done. That is the same way like you pay for an attorney to bring you into jail.

If he get's paid from the outsourcing company, then he is in need to verify the center to which he suggest to outsource. This cannot only be done by verifying the business register and the credit-worthiness of the center. That has nothing to do with any upfront fee or any other similar fee, however it would get called. As soon as he takes from the chosen center some money he is running into a conflict of his and his customers interest.

If he get's paid from the center, which takes the outsourcing contract, then he is responsible for the credit-worthiness of the outsourcing company and that this company is a real company. Here he has to do the same inspections and researches about the outsourcing company.

If his client, there is no difference if his client is the outsourcing company or the center which is doing the outsourced work, is a fake, he is in a very bad situation, because he is liable to his client and has to compensate his clients damage, because it his fault if he did his research not in full. In this case the "broker" or however he likes to get called, has to show his identity too. Hiding themselves in the anonymity of the internet show only that the is not real and nobody shall do any business with him. Everybody should know that you cannot reach into pocket of a naked one.

What he has written is true, but the word "center" need to get replaced with the phrase "all participating parties".

In any case his explanations are showing only that he is promoting not existing services or campaigns to get new centers, because he stated in his email that he is starting his work for a center not before he gets the order. This is called betraying and is a criminal action, which will get prosecuted.

Even his company iNanoSoft Outsourcing has no domain. The only result found in Googles history is iNanoSoft.de. It has be a software company from Germany, which is already closed.

The LinkedIn Mail communication:

Today I got an add request from Ishita Choudhary and as soon I have accepted her I got immediately an offer. In this offer has been written:

"We will be requiring your company profile for the verification process. If company profile is not available then please provide us any scan copy of your photo ID proof (Aadhar Card / Pan Card / Voting Card / Passport copy / Driving License) with your current profile."

I have been looking at her profile. There I found an agency picture instead one of a real person and only a Google email address. So she hides herself in the anonymity of the Internet. The result for me has been that she has something to hide. How she can even think in this case that somebody will send her a copy of any document. Everybody need to think about identity theft in this case.

She sent me afterwards the address of her homepage (www.amigosoutsourcing.com [2016-02-25: Link removed as the domain already not exists]). I checked first the registry data about scamadviser.com. The result has been:

Alert Result: The owner of the website is using a service to hide their identity
Alert Result: This website is 54 Days old
Alert Result: The website expected life (365 days) is relatively short.
Alert Result: The website appears to be less than six months old

Afterwards I have been looking at their website. There has been written an address. This seems to be a fake address, because nobody registers his website with an anonymizer service and writes afterwards his real address at the webpage. Doing this does not make any sense.

For a domain, which is 54 days old is the counter shown at their website with 2110 visits and 4195 page views very high. Alexa gives the site a rank of 5 566 540 and a daily page view per visitor of 2. So they have started their counters with an initial value of 2000/4000.

Nobody shall trust such a "company" as long as they are not building up their reputation. As it seems to be normal for them to lie, it would be very difficult for them to build up an online reputation. Even the sentence "Amigos info services started building the ways since 2012.Later converted into Amigos Outsourcing." can be a fake because Google did not find anything historical about "Amigos info services". Changing the name after a few months until 2 years operations make them more suspicious than trustful.

Result: For the case they are a real company then everything what they could do wrong, they did wrong until now.

My LinkedIn mail communication with Ishita Choudhary from amigosoutsourcing.com:

Ishita Choudhary, February 12, 2015 03:17 (GMT + 1):

Hello Sir,

Hope You Are Doing Very Well!!

Ishita Choudhary(Business Development Executive)

Hello Sir,

Greetings for the day.

Amigos Outsourcing Pvt. Ltd

Amigos Outsourcing started building the ways for our esteemed clients since 2013. In December 2014, Amigos Outsourcing converted from Partnership firm to Pvt. Ltd Company as Amigos Outsourcing Pvt. Ltd. Amigos Outsourcing Pvt. Ltd is the leading BPO company in Jaipur, Rajasthan. We believe in innovation and quality services and serves the finest & well-known domestic & an International clients. We focus on complimenting offshore call center outsourcing with an internal improvements that increase the efficiency and profitability of our clients Stakeholders.

Currently we have projects like :

• Matrimonial form filling (Offline)
• Southern E-bill form filling (Offline)
• Resume writing (Online)
• Business Directory (Online)
• E- Book Publishing (Online)
• Publisher Data Form Filling (offline)

We will be requiring your company profile for the verification process. If company profile is not available then please provide us any scan copy of your photo ID proof (Aadhar Card / Pan Card / Voting Card / Passport copy / Driving License) with your current profile.

After getting the company profile and approval is done, commercial details will provided immediately.

Please do the needful.

It would be our pleasure to work with you.

Hoping for the positive response.

Thanking you.

For More Details:

Skype:ishita.choudhary5

Mail:choudharyishita89@gmail.com

Rudolf Faix, February 12, 2015 03:35 (GM+1):

Hi Ishita

If you like to verify someone, then you cannot hide yourself in the anonymity of the Internet. I think more that you have a reason why you hide yourself behind a agency picture.

Take a look at my homepage at http://www.wwpa.com. There is listed what and at which condition we are working.

Unlike you, I do not need to hide myself and I can use my real name and my own picture in my profile.

Read first this: http://fraud-systems.wwpa.com/post/identity-theft and if you don't believe me than go directly to https://www.fbi.gov/scams-and-safety/common-fraud-schemes/identity-theft

best regards

Rudolf

Ishita Choudhary, February 12, 2015 03:53 (GMT+1):

Hello Rudolf,

Thanks for your Advise.

We are not hiding our identity.we have genuine process.

you can visit our website.

www.amigosoutsourcing.com

and you can take to chance work with us..

Rudolf Faix, February 12, 2015 03:58 (GMT+1):

Hello Ishita

How you call this if you are not calling it hiding:

Alert Result: The owner of the website is using a service to hide their identity
Alert Result: This website is 54 Days old
Alert Result: The website expected life (365 days) is relatively short.
Alert Result: The website appears to be less than six months old

best regards

Rudolf

Ishita Choudhary, February 12, 2015 04:02 (GMT+1):

Hello Rudolf,

I know now dayz 99% scam does happen.

but you want to do business then make deal to someone trust them and after that if you found any fraud you can case them.

100% legal documents,pdc,bg we provide.

Thanking You

Rudolf Faix, February 12, 2015 04:12 (GMT+1):

Hello Ishita

As you are hiding yourself, nobody will send you any document copies. If you like to verify my business than you can take the information found at the link Imprint (https://blog.wwpa.com/page/imprint) and there you'll find at which office my company is registered ("Authority in accordance with ecommerce law: Bezirkshauptmannschaft Tulln").

You have:

• a freemail address
• a picture of an agency at your profile
• a hidden registered domain
• and you are less than 2 month in business

For this facts you have to prove your identity first!

best regards

Rudolf

Ishita Choudhary, February 12, 2015 13:26 (GMT+1):

Hello Rudolf,

i agree with you ,I am not forcing you to trust us.

have a nice day.

Thanking You.

I see my posting are getting read and my recommendations are not getting ignored. Some people like make themselves more important, than they are. They use some ideas, which they have read from my blog or postings and try to use it.

One of them is "leading"  a "big" call center with more than 1000 seats. By chatting with such a person, you get it immediately that have only a basic education (they are not guilty for it) and try to copy the ideas of other without trying to get the full knowledge.

They are calling themselves business man or business woman, but they even not know the requirements and the law situation in their own business. They have been even too lazy, to inform themselves about the requirements and result of such an idea. For this it has been coming to the following funny situation:

This is a part of a communication by using Skype:

He/she: we always notarize every document to be secure.

Me:  I'll search here notary office and let it certify

He/she: no need Rudolf. We will do it as one of my partners in our Firm is a Lawyer. 

Me: I don't know how they can certify there my signature. A notary confirmed signature has to be given in front of a notary. There you need to show a valid ID too. Otherwise you don't get a certification.

He/she: let me consult that with my partner and let you know about it.

Together with the schedule of the meeting, which should be 2 days later, I got the message:

He/she: Please send back the signed NDA that I have sent you as the document to be notarized and Client will not approve the meeting without the signed NDA. This is to meet the expectation. Thank you.

There are a lot of mistakes and misunderstandings:

• A notary’s office is not a law firm.
  
  
• Compare it by yourself. The definition of a public notary is found at http://en.wikipedia.org/wiki/Notary_public. The definition of a lawyer is found at http://en.wikipedia.org/wiki/Lawyer
  
  
• A notary can only confirm in such a case a given signature. The signature has to  be done in front of the notary and the signer needs to authenticate himself. For this the signer has to go to the notary’s office by himself. A document or contract will even get registered from the notary including his confirmation in the public register, which makes it viewable to all, which are interested in it.
  
  
• A document, which should be kept secret, cannot get confirmed by a notary, because the notary needs to publish it for the case that someone needs to verify it. For this it does not make any sense to sign a NDA in front of a notary. The content of the NDA and the maybe possible contract will get published by the notary and lose by doing this his secret!
  
  
• Such a document has to get transmitted in original. A copy sent by email does not help. I think a lot of people know how to use Photoshop. The snail mail (traditional post) will not be so fast transmitted from one province to another in 2 days. So the appointment of the given date cannot get fulfilled, because the recipient will not receive it in time.
  
  
• In this case are companies from other countries involved. Documents, which need to get the power of attorney need to get legalized too. The legalizing process needs a lot of time, especially if the contractor is not living in the capital of his country. You need to go through all instances of your country for confirming the previous instance until you have reached the ministry of foreign affairs of your country. After this you have to go to the embassy of the country where the document should be valid. This embassy confirms the signature of the ministry of foreign affairs. After this you can send the document to your business partner. Your business partner has to take this document to the ministry of foreign affairs of his country. There he gets the confirmation of the signature of the embassy in your country. The document is not valid before all this steps are done. The document will be valid only for these countries, for which it got legalized. Don’t forget that each confirmation will cost you some money and a lot of time.

A full description of legalizing documents will get found here: http://en.wikipedia.org/wiki/Legalization_(international_law)

The best is coming at the end, where I said NO to the project:

I asked: Maybe you tell us the promotion for the project before everybody needs to run to a notary office. I think the country, the kind of sale, commission, payment terms, inbound/outbound and if data, scripts, etc will get provided or not will not be top secret.

The answer has been: Hi Rudolf, all info is in the SOW. NDA's purpose is to make sure that you will not disclose any information to other parties that might mislead. We protect the interest of the Client and the information it self. Hope you understand. Just sign the NDA and send it to me. See you later. Thank you.

I dropped the call center campaign as I don't waste time for any unknown business, where I even don't know the surroundings like inbound or outbound work, payment terms, data and scripts provided by client, kind of product, etc. With other words, everything what you get on information from a broker.

if such an information is already top secret, then can it be only a crime.