call center reps got Dcris back and the fraud has already started placing new orders for upgrades new orders for name changes and new orders that customers didnt even know they were getting. no oversite at all and the managers are promoting it watch as numbers go up for things reps should not get paid on
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Dcris order perms were removed due to KSF. We have been catching fraud orders being placed and have taken steps to remove them. The issue is when you have thousands of orders to go through it takes time. They will get caught eventually. Also, it’s not always an agent telling them to put it in the family members name. I’ve been seeing a customer call in to cancel then a couple of days later the wife calls in saying their internet is not working due to their husband cancelling the account. Not once did the agent who took the original call mention cancelling the account or previous calls. Not saying it does not happen but it’s not that wide spread. For the OP those agents are already being watched.
Fake orders and the leadership is aware and allows it. They don't care because it lets them get their bonus. Managers get a hefty bonus and directors and above get an even larger bonus and another incentive on top of that.
Call center fraud is the red headed baby step-brother to D2D fraud. Those folks are masters like I have never seen before.
DCRIS? No. I’m a rep and we don’t have O or I order access. We haven’t since about December of last year, which has been problematic for placing legitimate orders that aren’t supported in Salesforce (most notably positive ID for customers without a SSN.)
What is happening is opportunistic reps are collaborating with existing customers to win new orders by propositioning them with a lower rate, and placing the order in a spouse’s name KSF. Managers are under extreme scrutiny for every OEO/OEI they place, audits are being ran daily.
Not saying that it isn’t happening. Some are just getting creative.
@a3 The person who wrote this is likely just butt hurt because his DCRIS credentials were revoked due to placing fraudulent orders.
@a3 because this site here gets more attention from upper management than anything else
Why is no one reporting this to upper management or bringing it up during all hands calls? Why here?