Complaint Review: Central Publication Services

THE CALL CENTRE THAT DOES CALLS "ON BEHALF" OF "CPS" IS TELESOLUTIONS INTERNATIONAL. THEIR EMAIL IS JOBS@TELESOLUTIONSINTL.COM

Worked for TeleSolutions International, in Winnipeg, Manitoba, Canada. Looked for job & decided everyone has to start somewhere s****y, right? 

Well, big mistake. 

TeleSolutions International does calling "on behalf" of Central Publication Services (CPS) "in Drapper, Utah". I don't know what CPS is, but it doesn't seem to be a really established organization. I highly suspect that at most it's a shell company. 

An HR guy, David Keith, claimed that we have to say "Hi, my name is _________ and I'm calling on behalf of CPS in Drapper, Utah to inform you that you have been entered into our dream come true SweepStakes, so congratulations" rather than using "TeleSolutions International" because of "regulations", as we're doing "business on behalf of CPS". 

I'm pretty sure that's b***s***. 

Keith also claims that the call lists were obtained by "data brokers" and contained "middle to upper income" people who had previously bought similar services.  They might be from people who were previously sold goods from "CPS"/TeleSolutions International, but we're instructed to pursue people with little or no money in their bank account, because the credit card can still get $$$. There goes the focus on people of means!  

There's something sick about instructing working poor telemarketers (many of the employees do come from the margins of society) to pressure jobless poor folks out've money.  

The floor level overseer regularly tells staff how disposable they are if the don't make sales, tries to reiterate (through info ascertained from small talk) how important a paycheque is to them, and tells them to stop caring about other people who'll "they'll never meet". The whole culture of TeleSolutions International seems to be about normalizing antisocial practices, both towards employees and potential customers. 

Going home from the job each night, one feels a certain moral filthiness and disgust at "succeeding" at the job by being destructive to society.

TeleSolutions International telemarketers respond to calls that are automatically dialled by cheap, 1990s IBM computers. After a call is hung up, telemarketers will have a few moments to "disposition" the call under various headings - NotInterested (which, I'm told, aren't called for 6 months), NoCreditCard, AnsweringMachine, and Under18 (It's against the law to telemarket to these folks - at least in the way TeleSolutions does - so we hang up if we find that out. The first part of the call is about "qualifying" the customer, to know if they're "qualified" to be marketed to). 

TeleSolutions International had employees read a script, with the marketing pitch. Sometimes, when calling a customer & reading the script, they'd hang up while I'd still be reading (it's not always possible to tell when a customer hung up, some quirk of the cheap a** computer system). IF THE TELEMARKETER DOESN'T DISPOSITION THE CALL UNDER THE RIGHT CATEGORY (and it's hard if you're reading the scrip & the sound system sometimes gives poor indication of a hung up call) THAN THE NUMBER IS AUTOMATICALLY LISTED TO BE RECALLED. 

To the best of my memory, the script went something like this: 

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"Hello, [CALLED PERSON]. Hi, this is [TELEMARKETER NAME] with CPS in Drapper Utah. 

This is just a call to let you know that you have been entered into the Dream Come True Sweepstakes, so congratulations! The Sweepstakes are held every year for preferred customers of Visa or Mastercard, you do still carry one of these cards, is that correct? 

[If yes]

Great!

Now, as a SweepStakes contest you are in the running for $25,000 in cash, a Ford Mustang GT Convertible, a Caribbean Cruise, and hundreds of other prizes. Someone has to win [CALLED PERSON]. So best of luck!

Now, [CALLED PERSON] I do have a few quick survey questions for you. 

Are you married, single or engaged? 

[Instructed to chat with potential customer] 

Age 18-21 

21-35 

36-69 

over 69

Do you use coupons when buying groceries? 

[Instructed to chat again]

What are your hobbies or special interests? 

(Chat)

Which card has given you the best service, Visa or Mastercard?  

Thanks for your help, [CALLED PERSON]. 

Now, for participating in our promotion today you'll receive a mens or ladies diamond watch. It's GORGEOUS, so I know you'll love it. Also, as part of the publishers sweepstakes given you've been chosen to receive [lists 3 magazines selected for them on the basis of survey questions] for a full 60 months, free of charge. You will also receive a catalogue with hundreds of other magazines, allowing you to change these selections as often as you wish.

Finally, to compliment your 3 magazines, you'll receive the exciting [ESPN or TV Guide] magazine for a full 60 months. Now, [CALLED PERSON], the weekly magazine is the only one we ask your help with. As a SweepStakes contest everything's been discounted to just $4.99 per week. Think about it. You'll receive [FIRST MAGAZINE], [SECOND MAGAZINE], and [SECOND MAGAZINE] plus a diamond watch just for helping with the weekly deliver of [ESPN or TV Guide]. Just that one, okay? 

[If they object, there's a list of power quotes recommended for use. Such quotes include "What part of the offer are you uncomfortable with? I mean, just $4.99 for four of your favourites isn't asking for too much, is it?"]

Terrific! I'll put you down for those four magazines for $4.99 weekly to be mailed to [say Address if listed], correct? Great! Again, the magazines price is GUARANTEED NOT TO INCREASE FOR A FULL 60 MONTHS. Do you have any questions about the offer? [If objection, staff are directed to a list of rebuttals]. Great! Now, we are currently processing your order. Do you have a a pen and paper? I'll wait. Okay, the order number is C as in CASH - 208. Now, because of promotional regulations my supervisor will have to approve the order. I'm new at this job, so if you could put in a good word with my supervisor that would be excellent. Terrific. I will transfer you over to my supervisor, you will here a few clicks. [Transfer process]

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Yes, the "I'm new at my job" part is in the script. From my experience, even relatively established employees say it. As "established" as you can be, that is, at such a precarious job.