BT don't have time to talk to me???

Graham2011

CCA have numerous BT campaigns running simultaneously including BT CPS (gettign customers back from other suppliers) BT vision (TV) boradband, infinity, cross sales!! if you have any further questioons I will be happy to help!?

DVardysShadow

Graham2011 wrote: »

Finally, I would ask you all to treat the agents as you yourself would like to be treated and not be abusive. On many occasions the agent you are speaking to would never have called you before and like anyone else is just doing their job. If you raise your voice or swear at the agent, they are likely to reschedule the call for one minutes time or hang up, deal with it sensibly and ask for a supervisor!!

Well, yes. But, frankly, if you are told in no uncertain terms bggr off you c..t and leave us alone, then you have been told not to call again. So anything more after that is harassment in my book.

atrixblue.-MFR-.

Graham2011 wrote: »

CCA have numerous BT campaigns running simultaneously including BT CPS (gettign customers back from other suppliers) BT vision (TV) boradband, infinity, cross sales!! if you have any further questioons I will be happy to help!?

have permision from BT to reprasent them?

Name_user

What are you people moaning on about? As long as there is cheap labour and as long as a BT and other PSTN providers exploit the industry they're in, there will always be calls centres, and you will always be receiving calls offering you services (whether they be free offers or paying services). Get over it.

The people at CCA are paid 6pounds an hour, which is not enough to even survive in London and they certainly don't enjoy being abused and vilified by people on the phone.

I worked at CCA myself and I can tell you it is the worst place to work EVER. Thats to do with the way they run the place as well as the nature of the job.

However, I found that a large number of BT customers cannot read their BT bill and have no idea what they're paying for and how much they're paying for. They're afraid of changing anything on their landline in case their bill increases.
BT is a large organisation and there are always flaws in their service. Thats not an excuse though for them to provide crap customer service many times, however customers should scrutinise their bill thoroughly and call 150 for clarifications so that they can make informed decisions about their services they receive from their provider.

All you have to do when you get a call like that is:
Ask yourself "Do I NEED this service"?
If YES - add it on.
If NO - and you dont want to be called anymore - say you DONT BUY OVER THE PHONE or ask to be REMOVED from the calling list. There's no point moaning about it on online forums.

Decoder

Have to post on this...

Also worked for CCA International "on behalf of BT" last year. The way the company works is horrendous. As mentioned, 6 pounds an hour ringing poor old women in the Hebridies at 8.50pm at night asking them if they want to come back to BT (I worked on phone and broadband) . I will say however - we were told in training, the only negative you can accept from a customer is that the account holder is deceased. Apart from that there is a list of reasons you select to describe why a customer has not bought the product, and if you say 'don't ever call me again' the chances are the agent will put it through as 'do not call for 6 months' an instruction that was given to me explicitly by my line manager. There is an option on the list 'specific request to be removed from the BT calling list' Always ask for this (if you are not interested in the product) and if you do it in a nice way the agent will.

CCA are legit - they are a client of BT who outsource their outbound telesales. The reason for the ambiguity surrounding them is that most BT staff would be unaware of their existence!

Finally, the people on the other end of the phone are really and truly treated like dirt. There is a reason this place has ridiculous staff turnover. It was the most difficult job i have ever had to do.

If anybody has any questions give me a shout.

gladileft

I have worked for CCA in the past and as others have stated it was the worst job / company. The place doesn't give a damn about their staff and that in turn results in staff not caring about the job or the quality of sales.

As stated before, request to speak to a supervisor and ask for your name to be removed from CCA calling database. If you ask an agent to take your name of the calling list, it is likely that won't happen because most agents don't code calls correctly and want to maintain their stats. Even if the agent requested for your number to be removed from the calling list it is still on CCA's database, you are likely to be called by another campaign. By speaking to a supervisor and requesting your name and number to be removed from CCA's database you will not be called again by CCA.

And don't just answer the phone and be silent then hang up because you know what will happen, the agent will simple recycle it so you'll be called again and again until someone speaks to you.

No point stressing to the agent about TPS as it's BT who gives CCA the calling data. TPS is the biggest joke there is.

Most importantly, as mentioned before, PAY ATTENTION TO YOUR STATEMENTS and know what calling plan, add-ons you have and how much you're paying for. Plus a lot of customers complain the new statements are a puzzle to read, make sure you take time and read them carefully. I bet BT are counting on you saying I can't be bothered to check it out, that amount seems about right. The moment you hesitate that gives the agent a green light to jump on any doubts and reel you in. Pay attention to what is being said to you, any company asking if you're happy to continue with them for the next year is asking you to be tied in to a new contract.

Plus if CCA can't speak to the account holder they will ask anyone they're speaking to if they're able to make a decision, even children!!!! I'd say tell everyone in your household if you as the account holder is not present do not make any decisions. Many sales have been made by speaking to the account holder's partner, family members, kids, etc. Or the only decision they should be making is to speak to a supervisor and for your number to be removed from CCA's database.

And if worst comes to worst, go to OFCOM, when people say they've complained to BT, nothing happens. BT want to tie up customers for another 12 months, long as the sale is actioned within the agreed guidelines by the calling centre they use, they will not care. Money before customers.

hussaifa

I'm another who's just left the employ of CCA, read 'Decoders' post as similar to my feelings - only I worked during October 2011. A colleague in my new job was there in early 2009 and described precisely the same setup as it is now. As a service, its legit on paper. Everything else is despicable though. I find it borderline to speak to a 'Decision Maker' to change the WLR/CPS/BB, more so as they could well be giving the actual Acct Holder's Bank Details. The ICO, DD Guarantee, OFCOM, DPA and Distance Selling Regulations are all being flaunted with - but possibly just within the law. They do get away with TPS as they are calling from an existing BT Customers list (well, former) so as ex-customers, BT would hold the number for themselves. its within the law, borderline, but that's how they operate. One of the worst things was the way we said 'we can take care of your transfer' paying no regard to the customers contact. we were told to ignore 6 month, 12 month even 23 months (to go) contracts as we were giving a better service. Can you imagine what O2/TT/Sky might charge for that period?! As a staff member - its comfortably the worst job I've held. It's not really what you'd expect of a BT partner. You have to sell your soul (and ring a school playground bell) everything you get a sale there. You keeping calling (about 250/day) up till 9pm and can sell to 18 year olds as well. If you don't sell you are asked to leave and if you have not hit targets, you get no bonus (but they still do from BT). Training minimal, benefits none, internet none, aside from BT website (not all of it) and no rivals ones, despite pitching their customers, no email outlook or other, canteen is a size of a broom cupboard, drinks machine is 20p for Hot Choc and usually eats ure money, managers could not care less, all the staff are ushered out at the same time for breaks (3pm, 5pm lunch and 7pm) and you'll find them all smoking outside the main entrance by Chubb at the same time! Staff continually recycle calls for targets but also to annoy customers and other staff members (slow them down) its all a bit school boyish. I was told to never hang up the phone, keep plugging away till the customer hung up the phone - great service. A job in Zone 1 paying £7/hr - some other agency staff were on less is a sham. Personally I feel Randstad, Headway and all the other agencies should hold their heads in shame to be dealing with such a client. TBH, this is a role they should send to India in all honesty. Once I get financially more level, I intend to write to BT to highlight the shoddy practices I saw whilst there. It will go on to OFCOM if I get no joy.

The product itself was fine, though you'd get no written confirmation from CCA at all. CCA offering 3 months free, BT website offering 4 months free, plus of course you can utilise Quidco/TCB etc for more money back... Staff wont tell you that!