SR
Shabad R
Active since Dec 2024
2
Reviews
0
Industries
Reviews
2 reviews13 months ago
Compliance Issue – Repeated Calls from Cell Direct
To the Dialler Team / Dialler Manager at Cell Direct, The way you are handling lead dialing is completely non-compliant and creates a terrible customer experience. Frankly, this approach should lead to serious consequences for your team. I receive calls from your contact center at least three times a day across multiple Telkom numbers, including those I have only shared with family members. The purpose of these calls is always to offer a cellphone contract upgrade. Despite repeatedly declining the offer and explicitly requesting to be placed on the Do Not Call (DNC) list multiple times, I am still receiving these calls. If an agent is properly dispositioning my call as DNC or Not Interested, I should not be contacted again—certainly not within the same day or even the same week. This persistent dialing is intrusive, frustrating, and clearly non-compliant with industry regulations. I urge you to review your dialler settings, compliance processes, and agent training immediately. Failing to do so could lead to formal complaints with regulatory bodies. If you need help managing your dialler properly, feel free to reach out. I work for a dialler provider and can teach your team how to implement proper compliance measures and avoid issues like this. Kindly ensure my numbers are permanently removed from your dialing lists. Regards
0 replies
16 months ago
Disappointing Service Experience
I had the misfortune of dealing with this unprofessional company, and my experience has been nothing short of frustrating. Communication Issues: The WhatsApp channel is entirely ineffective. Messages go unanswered, or when they are eventually addressed, the responses are generic and irrelevant. The IVR system is broken, with poor call quality and dysfunctional routing. On reaching an agent, calls are often terminated abruptly, and background chatter suggests a lack of professionalism and proper work ethic. Call Handling: I received multiple calls where the agent either ended the call immediately or the dialer dropped the call. It’s evident that there is no proper management or monitoring of the dialing system or agent behavior. Due to their poor call handling, I had to call them myself to find out which account the payment was for. Billing and Paid-Up Letter Process: My Telkom account was handed over to this company despite no clear communication from Telkom about outstanding amounts. I paid the full amount (R3000) on December 10th and was promised a paid-up letter within 7-14 days. Despite my numerous follow-ups, including calls and WhatsApp messages, I was informed on December 18th that no such request had been made. When I highlighted my previous requests, the story changed to claim it takes 7-14 working days, starting from December 13th. I was told the process cannot be expedited as there is only one person handling paid-up letters, which is unacceptable for a professional organization. This entire ordeal reflects poorly on your company’s operational standards and professionalism. It is disappointing that Telkom associates itself with a company that fails so drastically in customer service. I sincerely hope that no one else has to endure this level of inefficiency and lack of accountability.
0 replies
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1 Star
2 (100%)