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0 pointsBLKNSLVR6d ago0 comments

> You want outbound calls from your Philippines based staff to show as if they were calling from a local number.

The company that has offshored it's support to the Philippines might want that, but I doubt any consumers want that. That shouldn't have happened, but regulation comes (20+ years?) after harmful business profit decisions have been made and implemented.

But, thank you for the explanation. I have heard similar explanations before, and it has always sounded to me like a situation where the telcos are able to offer a service for a profit for the customers to hide the origin of their offshore call centres (that mostly nobody wants to speak to anyway).

I think I just ranted twice, sorry. Thank you!

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10 comments · 4 top-level

brainwad6d ago· 4 in thread

The consumers 'want' it because if they get disconnected and try to recall, by spoofing a local number it costs them nothing/little since it's a local number (maybe toll-free?) instead of a lot for an international call. Of course, they might want a local call centre even more, but spoofing a local number for overseas call centres does have a purpose.

realusername6d ago

I've never seen an hotline where you can call back and resume the call you were doing.

traceroute666d ago

> I've never seen an hotline where you can call back and resume the call you were doing.

Assuming they even accept inbound calls to the CLI number in the first place.

I frequently encounter companies where I miss a call due to $reason, I then try to call back the CLI number and it just says "This was $megacorp trying to call you, we will try again later".

Or, if you're really lucky, the CLI will just dump you into IVR-hell which, of course, is "AI powered" today, so you have to spend 30 minutes telling the stupid robot they mis-intepreted your voice.

orwin6d ago

My electric company gave me a number (UID, not phone number) to resume a call if the issue wasn't fixed within 24 hours, and I'm pretty sure internet operators have the same protocol (at least used to).

2 more replies

brainwad6d ago

The call centre for my Australian bank's KYC is seemingly backed by a single person. I've spoken to her a few times now... so calling them back more or less does work, though you might have to wait on hold again.

abc123abc1236d ago· 1 in thread

This consumer couldn't care less about where the person is actually sitting as long as the tasks are done and the problems solved.

generic920346d ago

"As long as" does a lot of work here, considering language barriers and (in my experience) generally less knowledge in off-shored centers.

alexjurkiewicz6d ago· 1 in thread

Showing overseas based workers of Microsoft as another company name on caller ID is a phishing risk.

jstanley6d ago

Showing workers of companies other than Microsoft as Microsoft on caller ID is a phishing risk.

jojobas6d ago

A legitimate company registering an local number, routing its Philippines call centre through it and accountable for outbound calls is not really comparable with a random scammer faking whatever number.

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