Response Handling Ltd

[knightswood_bear]

Hi all, i was an agent for Response Handling ltd, I read the thread about the call from them, in this thread I will do my best to answer any questions you may have regarding the company.

DPA - as someone mentioned on the thread about RHL they had concerns regarding DPA now the calls come through on an automatic dialer, the agents simply ask to speak to the account holder, the dial is not connected to the sky systems so they have the agent has no account details apart from account number, you name, the number you are calling and fist line of address and post code, the agent also is not allowed to give out any information (personal details or account details) until the person they have called has confirmed at least 4 security questions, also if there is not password on the account the account should not be accessed by anyone apart from the account holder, who will be asked to set up a password.

Response have quite a few departments on the sky campaign, broadband sales (inbound), sky talk sales (outbound and inbound), and new customers sales line, also customer service as well as other outbound campaigns that vary depending on what promotions sky are running at the time.

As I said if anyone has any questions they would like me to answer about any concers I will do my best to answer.

[indefatigable]

explain this. I got called by response handling stating that my warranty was running out, and was asked if i wanted to extend my warranty.

Problem was, I didn't have Sky at that time, and had never had an account in my name until 3 months after that call. So why would someone call me to say my warranty was running out, when I didn't even have Sky.

Whats even funnier is that the woman who called me ran through her speech, then when I told her I didn't have Sky, she simply said 'Couldn't you have told me that at the start of the call?' Hmmmm. Seems a bit dodgy to me...

[fihart]

My flatmate got suckered by a similar firm based in, I think, Leeds or somewhere nearby in Yorkshire.

She only spotted it wasn't Sky when she asked about a replacement remote for her Sky box and they said that wasn't covered. At that point she cancelled -- and, to be fair, I think they did a refund or DD cancel.

Haven't these scams been aired on Watchdog ? I believe that the Dept of Trade and Industry stepped in in that instance, but really it has to be down to Sky to stop these people using its customer lists (which they presumably steal or buy without the customers' knowing consent) and to vigorously prosecute when they misrepresent themselves as being from Sky.

Basically, these enterprises offer nothing anyone really needs -- they wouldn't have to do business in an underhand way if people actually wanted their services.

[knightswood_bear]

Regarding the insurance on the sky box, i'm led to believe it was an outbound campaign in one of the other response call centers, now the only reason I am aware of the campaign is because I recieved a call 2 weeks after my sky was installed, the agent went of for about 5 minutes without letting me speak, I informed hime that I still had a years cover on my box, he told me that I didnt, I simply asked him for his CRM ID and he hung up the phone, personally I would advise against ANYONE going for this type of insurance.

Not really answering your question I know but it is all that I know about the campaign.

[Postman Pat]

Perhaps you can confirm exactly how they manage to obtain our personal Sky details without our or Skys consent?

[knightswood_bear]

They do have Skys consent they are an outsourcer for Sky, look it up on the net they have just signed a new 3 year contract with sky.

[Postman Pat]

I was under the impression that Sky's official use of insurance is with Domestic and General. So why would they use a firm that actually state they are from Sky (as in my experience) and manage to do their business in such an underhand way?

[knightswood_bear]

I think that had more to do with the agent calling you, rather than the company.

[Postman Pat]

Beggers the question as why would the agent do that though?

[knightswood_bear]

Because the agent obviously has no morals, the same when I recieved a call for a insurance, doesnt mind mis-selling people things as long as he gets his sale, know the best part though Response dont pay staff bonus, so he did it to make himself look good. As a company though they could do more the training given is awful I worked in the broadband sales department and recieved half a days training on broadband, the company is a joke and it is the most unprofessional place I have ever worked.