This morning I received a phone call from a ‘telemarketer’ who was offering me a deal that would see me paying far less for broadband internet.

At first it seemed like a pretty ordinary sales cold call – the type you get from ‘comparison services’ that want you to switch providers so they can get a commission. (1)

The caller had an Indian accent but it’s very common for businesses to outsource high volumes of calls.  Besides, Australia is very multicultural these days, and the caller ID on my phone showed a landline call from an area in my country which is commonly associated with the head offices of service providers in my local area. (2)

In any case, because I was a bit fed up with strangers wanting me to confirm details about my financial arrangements, I decided to not confirm anything.  Instead, I asked him what he already knows about my current internet, and how he knows I will be paying less.

The conversation only lasted a couple of minutes.  He did his hurried spiel; I calmly asked a few questions; and then he outed himself as a scammer.

When he started asking me to ‘confirm’ (3) information about my account, this is what happened:

ME: Who do you work for?

CALLER: [Blah Blah]. We represent three broadband providers: Optus, Dodo and [blah].

I’d never heard of the company he works for, but I didn’t comment.

ME: So what makes you think my current broadband provider is Telstra?

CALLER: It’s obviously Telstra, because Telstra is by far the most common provider.  Most people are with Telstra.

ME: Interesting. And what makes you think I pay $99 per month?

CALLER:  Well, Telstra only has two plans…

At this point the caller suddenly got frustrated.

CALLER:  You ask too many questions!  

And he hung up.

It’s the fact that he hung up on me which shows he was a scammer.

A legit sales person wouldn’t give up that easily.  One who does is not a very good sales person. They would be fired, or would resign for lack of commission income.

Scammers don’t usually give up that easily either – but the one thing which scares a scammer off is a person who asks questions.  Scammers don’t like people who ask questions because:

• it is a sign the person is alert
• answering questions requires them to work off-script
• the questioning person is more likely to be informed about the risks of sharing financial information with strangers
• it is harder for a scammer to convince an alert and informed person to give them money or personal information (which can be sold for money, or used to steal money)

A legit sales person will have to deal with the same challenges, but they will persist until they are sure the potential customer will not buy.  The risk of answering questions is not so high for them because they won’t be caught out in a lie.  They might also persist simply because the calls really are recorded by their employer.

(1) We can’t know for sure that an unsolicited call is coming from a legitimate business.  However, even if it is a legitimate business, these cold callers want us to hand over money.  It’s the same goal.  So the important things to remember are:

• We are not obliged to speak to cold calling sales people, just the same as we are not obliged to speak with scammers.
• It is okay to say ‘no thanks’ and hang up the phone.
• It is okay to block the number.

(2) A recognisable area code is not proof that the call is coming from that area.  Scammers use computers to route calls through unused numbers in other countries/areas.  The caller could be anywhere in the world.  I always block the numbers, but it doesn’t prevent them calling again because they will inevitably route through a different number.

In this case, it is more suspicious that a domestic area code was used, because it does not match with the logistics of using a foreign call centre.  Any foreign call centre which re-routes through a domestic phone number is deliberately creating a false impression.  Legitimate businesses do this.  However, legit businesses need to re-think their practices because consumers lose trust when we catch on that you are trying to trick us.

(3) Do not ‘confirm’ anything. Not your name, age, service provider, home area, personal details, financial information… Nothing.

Many people think it is rude to refuse, but it is not.  It is not compulsory to confirm anything.  It is not compulsory to talk with any cold caller.  What’s rude is that people ask you for it.

Scammers and cold callers who ask for your information are phishing.

The truth is that scammers and cold callers either don’t know anything at all, or they don’t know much.  Their questions are designed to get information out of you.

Both scammers and cold callers then use that information to get money out of you.

Do not ‘confirm’ anything.

Do not worry about missing out.  If a caller is important (a government department, etc):

• you will probably be expecting their call;
• they will not mind if you ask questions;
• they will not mind if you say you want to call them back (on the main number) before answering any questions.

PS: When I want a better internet deal, I do my own online searches and call the providers directly.  You can do the same.