Card number resources are constantly being resold. How can operators be good gatekeepers? Harassment phone calls in the business circle

Harassing phone calls still plague users. However, as supervision becomes stricter, practitioners who engage in informal "telemarketing" have set their sights on gray areas that few people pay attention to.

On May 22, the Ministry of Industry and Information Technology (hereinafter referred to as the "Ministry of Industry and Information Technology") interviewed China Telecom Group Corporation and four major companies in Guangdong, Jiangsu, Zhejiang, and Sichuan regarding the issue of inadequate control over harassing phone calls. The provincial telecommunications company requires China Telecom to focus on strengthening the management and control of communication resources such as voice lines and code numbers, and resolutely implement the deployment requirements for controlling harassment calls to ensure effective results in the short term.

Of course, with the strengthening of supervision, operators are gradually strengthening their control over lines, and some outbound call companies have closed their doors or closed their outbound call services.

Where do the harassing phone calls come from?

The outbound call function in the call center is used by some irregular companies to conduct so-called "telemarketing", which is actually a phone harassment targeting large-scale users.

The official website of this company also shows the promotion of "Data Easy", claiming to be an "exclusive sales lead query engine" that "covers the entire network's mainstream public data sources, with over 100 million legal and compliant items" Company subject information is updated daily by 5 million, with over 500 million valid contact information.”

Legal expert Zhao Zhanzhan said that although it is not illegal to obtain users’ personal information from public channels on the Internet, it is illegal to conduct telemarketing services to users without their consent after collecting such personal information. of. If such personal information is sold to others, it will violate the legal rights of users with respect to their personal information. Party A’s purchase of data also constitutes an illegal act.

Some system providers will tell customers when promoting that card number resources are "randomly generated." Many industry insiders said that these "randomly generated mobile phone numbers" are actually data uploaded by other users of the system provider. information, or these companies purchase various other second-hand and third-hand data information on the market.

It can be seen that in the entire outbound call circle, card number resources have been in the process of being resold. This is also one of the reasons for the constant harassment of phone calls.

Is the operator taking the blame?

Li Hong said that the line it provides is actually equivalent to a card pool, with tens of thousands of phone cards in it, and then the system can help Party A's company randomly select numbers for outbound calls, thus preventing phone calls from being blocked. Be marked.

The above-mentioned supervisor also said that there is no national standard for operator supervision and blockade, and each provincial operator has a certain degree of autonomy. It can be seen that although operators have supervision on this, the supervision intensity varies from place to place.

How to draw the line between "harassment"?

On March 29, 2019, the General Office of the State Administration for Market Regulation issued a document. From April 1 to September 30, 2019, it will focus on "protecting consumption" and cracking down on illegal activities that infringe on consumers' personal information. Special law enforcement actions are mainly targeted at key industries and fields such as real estate rental and sales, small loan finance, education and training, insurance brokerage, beauty and fitness, decoration, travel accommodation, express delivery, telemarketing, website or APP operation, focusing on investigating and punishing unauthorized transactions by consumers. Consent, illegal activities such as collecting and using consumers’ personal information, leaking, selling or illegally providing collected consumer personal information to others, and sending commercial information without consent.

However, whether a stable and effective mechanism can be established after this is still unknown.

He believes that if a user has used a company's services, such as insurance, then when the insurance is about to expire, the company has an obligation to notify you of the expiration of the insurance.

"Because you are my customer, I want to tell you, and then I will have some long-term products similar to this product, which may bring some help to your future life and work. In other words, only something of value can be given to the customer. This is within the normal scope of marketing and is allowed by the state. Of course, if the customer refuses and says that he does not need to call me again, then the company should respect it. Will not call him again," the executive said.

In other words, "outbound calls" do not mean "nuisance calls." If the other party is not a product user and does not authorize the company to conduct telemarketing, then the company cannot make outbound calls to these users for marketing.

Of course, some current apps include some terms in the privacy policy when users register, allowing users to unknowingly authorize companies to conduct phone or SMS marketing. This is actually an edge-passing approach. .

The call center includes not only the outbound call system, but also its customer service system. The use of voice artificial intelligence to conduct large-scale outbound calls at this year's "3·15" party was criticized, but it is worth distinguishing. What’s more, voice artificial intelligence can also be applied to customer service.

"What intelligent robots can replace should be self-made operating procedures, but marketing is communication between people, it has warmth, and a cold machine cannot replace it. Some call centers treat manual labor as Intelligence is used for outbound calls, because the (data) they get are not their customers, and they have to use a large number of calls to identify which customers are, so they use a large number of outbound calls. "A call center practitioner. the officer said.