3 ms·

> 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

> 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!

brainwad 4mo ago
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.
- realusername 4mo ago
  I've never seen an hotline where you can call back and resume the call you were doing.
  - orwin 4mo 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).
    - arethuza 4mo ago
      Is that to restart the call to the same person or a case id that gives details of your request and that could be passed to anyone?
      - embedding-shape 4mo ago
        Can literally be a "Desk ID" basically, so using that would reach the phone next to the agent. Used to work both with outgoing cold calls and incoming customer support, had a setup that worked like that for the latter.
      - orwin 4mo ago
        Didn't use it, it was fixed, so I don't have more details, sorry.
    - traceroute66 4mo 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 What planet do you live on ? Seriously. Where I am it is guaranteed that a utility company would never even consider such a concept let alone have the technical competence to actually implement it. I'm jealous. ;)
      - orwin 4mo ago
        Enedis is basically a state owned company (to be clear, they aren't the one selling electricity, they are the one in charge of the network and the distribution, so I'm not sure if it counts as utility).
  - traceroute66 4mo 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.
  - brainwad 4mo 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.
- deleted 4mo ago
  [deleted]
alexjurkiewicz 4mo ago
Showing overseas based workers of Microsoft as another company name on caller ID is a phishing risk.
- jstanley 4mo ago
  Showing workers of companies other than Microsoft as Microsoft on caller ID is a phishing risk.
jojobas 4mo 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.
abc123abc123 4mo ago
This consumer couldn't care less about where the person is actually sitting as long as the tasks are done and the problems solved.
- generic92034 4mo ago
  "As long as" does a lot of work here, considering language barriers and (in my experience) generally less knowledge in off-shored centers.

brainwad 4mo ago

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.

realusername 4mo ago
I've never seen an hotline where you can call back and resume the call you were doing.
- orwin 4mo 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).
  - arethuza 4mo ago
    Is that to restart the call to the same person or a case id that gives details of your request and that could be passed to anyone?
    - embedding-shape 4mo ago
      Can literally be a "Desk ID" basically, so using that would reach the phone next to the agent. Used to work both with outgoing cold calls and incoming customer support, had a setup that worked like that for the latter.
    - orwin 4mo ago
      Didn't use it, it was fixed, so I don't have more details, sorry.
  - traceroute66 4mo 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 What planet do you live on ? Seriously. Where I am it is guaranteed that a utility company would never even consider such a concept let alone have the technical competence to actually implement it. I'm jealous. ;)
    - orwin 4mo ago
      Enedis is basically a state owned company (to be clear, they aren't the one selling electricity, they are the one in charge of the network and the distribution, so I'm not sure if it counts as utility).
- traceroute66 4mo 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.
- brainwad 4mo 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.
deleted 4mo ago
[deleted]

alexjurkiewicz 4mo ago

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

jstanley 4mo ago
Showing workers of companies other than Microsoft as Microsoft on caller ID is a phishing risk.

jojobas 4mo 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.

abc123abc123 4mo ago

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

generic92034 4mo ago
"As long as" does a lot of work here, considering language barriers and (in my experience) generally less knowledge in off-shored centers.