Calling time on scammers

It is a good thing that the human race thrives on social interaction. If we were all solitary beings then it is possible that the telephone might never have been invented. Why else would we willingly bring an object into our homes that can disturb us at any time and which often takes priority over family life.

Of course, the fact that we willingly install phones in our homes is also one of the greatest dangers. It is easy to assume that anyone phoning us is a friend and has our best interests at heart. This leaves the way open for the scammers to strike when our guard is down.

Recently Microsoft surveyed over 7,000 people in the USA, Ireland the UK and Canada in connection with a single scam which appears to be rife in those countries. Over 15% of those surveyed reported that they had received a phone call informing them that their PCs were at risk of failing due to a security threat. The 22% of those called who believed the call was genuine were then given a series of instructions which resulted in them providing open access to their own computers and handing over credit card details. Credit card losses were reported which amounted to hundreds of pounds per person with a further cost of PC repair in excess of £1,000 per PC.

The fact that so many people fall for the scam is mainly due to the trust that we place on those who telephone us. We naturally assume that if they have our phone numbers and say they represent X Company then they must be telling the truth. Scammers exploit this and we all suffer as a consequence.

The simple way to call time on such scams is to check details. Even if someone claims to be from your own bank, get their full name, office address and telephone number and say you will phone them back. Then check the details before you phone and if the number is not one you recognise phone your local branch contact first. If the caller purports to be from a company such as your own phone or power company then ask them to tell you your contract number and provide some contract confirmation such as your last bill amount or your calling charge. If they can’t then they may be a scammer.

Finally don’t hand out credit card or bank details to anyone who telephones you. Legitimate callers won’t ask. And remember, scammers won’t just phone to your home number. Office staff should be equally on guard about the possibility of rogue telephone calls at work. With a little care we could frustrate the scammers and return the telephone to the position of trusty and necessary friend.

Telephones – what do you use yours for?

When historians look back at this decade, they may well refer to it as being notable for the rise of the smart phone app. No longer the dream of science fiction writers, the smart phone is transforming the way we interact with our world.

Looking at two recent examples, a 13 year old boy has invented a phone-linked doorbell. Ring the bell and your phone rings, allowing you to talk to the visitor and ending the need to wait in for un-timed deliveries. Secondly, Aga have released a new model which in addition to offering on/off controls comes with an app allowing you to control your cooking via the phone.

With applications like these adding almost daily to ones which track your position, play your music and so on it won’t be long before our entire lives are run via our phones. It is therefore perhaps surprising that when it comes to business many still operate on old fashioned lines. For some the reason for not changing is down to inertia or more pressing priorities. For others the fear of new technology or the perception of increased costs may be holding them back.

However, those who have not yet taken the plunge may have to do so soon as those businesses which have taken the decision to upgrade outreach them in terms of cost effectiveness, service and flexibility. Just as you can use the internet to call you when your doorbell rings, so you can also use the World Wide Web to manage your telephone communications.

Imagine a world where your telephone switchboard is on the Web. Calls can be accessed from and transferred to any point in the world without delay. You can have multiple local numbers in locations throughout the world with every call being routed to a central answering point. You can even set pathways for calls to follow with responses based on caller recognition.

That dream world is already a reality for many businesses. Better still the dream is cost effective with internet (VoIP) calls costing a fraction of landline calls and VoIP to VoIP calls often being free. With faster cheaper communication businesses are already reaping the benefits of internet communication allowing them to control margins whilst simultaneously improving customer service. So maybe this is the era of the smart phone but business is not far behind and catching up fast.

The rise of the Teleconference

A recent Whitehall review revealed that David Cameron and Nick Clegg regularly hammer out key Government decisions in a Sunday night telephone call. This smoothes the way for weekly policy planning meetings on Mondays attended by the Prime Minister and his deputy together with a selection of officials and ministers.

The two leaders are not alone in using the telephone as a means of thrashing out key decisions in advance of meetings. With ever increasing time pressures a quick pre-meeting meeting between key participants can often save considerable meeting time. Not only that, the use of teleconferencing and videoconferencing over face to face meetings is rapidly becoming acceptable business practice.

There are two main reasons for this change in business practice. The first is simply down to cost. With a recent report revealing that the cost of running a car has risen by 20% in the last year alone, it makes sound business sense to get out of the car and conduct meetings via phone wherever possible.

The second reason relates to time. With businesses having pared back staff in the recession, many managers now find themselves having to juggle resources. Even with all employees working within the same office, the time lost in getting them all to a meeting and bringing that meeting to order can impact on the daily workload. Meeting by phone is simply much more efficient.

Of course none of this would be possible were it not for the improvements in telephone technology over the past few years. Conference calls used to be notorious for being limited to a few people, expensive and subject to noise problems. Nowadays conference calling is a different animal. For example Callagenix offers two types of conference call. The first is limited to 30 people but can be set up at short notice. Participants pay for their own calls and there is no need to even set up an account with Callagenix.

The second type of conference call requires the organiser to pay for all the calls and therefore set up an account. However, the organiser can manage the entire call via a web system which lets you change individual’s status between speaker and listener or even disconnect them at will. The call is also recorded for your subsequent use so there is no need to scribble notes and hope you haven’t forgotten a key piece of information.

We don’t know which type of conference call facilities Messrs Cameron and Clegg use but if it saves time and infighting then it can only be to the benefit of all.

OFCOM rings in the changes

Following a consultation period and further consideration, Ofcom have announced changes to some terms and conditions with effect from 25 May. These changes were necessary in order to meet their obligations to implement the revised EU Electronic Communications Framework in the UK.

The changes relate both to general conditions which apply to communication providers and supporting networks as well as to universal service conditions which apply to fixed line service conditions offered by BT and Kingston Communications. They cover items such as number portability, changes to contract terms, access to emergency services and shorter telephone and broadband contract periods. All the changes are designed to make life easier for consumers.

Starting with the changes to telephone and broadband contract periods, these can now only be for a maximum of 24 months for new contracts. In addition both business and private customers have to be offered an alternative 12 month contract. Ofcom hopes that these shorter contract periods will lead to greater choice as well as encouraging telephone companies to offer better service or lose clients at the end of shorter contracts.

Not only will short contract times encourage consumers to look around for good deals, the time taken to switch providers has also fallen. With effect from 11 April providers had to switch private mobile numbers within one day. Now this has been extended to business, even if they want to switch a large number of mobile numbers.

The final major upgrade in conditions relates to emergency SMS provision. At present the emergency SMS scheme allows registered individuals to be able to text 999 for emergency assistance. From now on mobile providers have to make the service available to all hearing and speech impaired users.

Whilst these contract changes are to be welcomed, they will only truly affect those who are receiving a substandard service from their telephone provider. Companies such as Callagenix which allow prospective customers to try out their service before subscribing and offer flexible services which grow with their client’s needs will find little change to their overall customer mix. For example, a Callagenix telephone client who starts their business life needing a simple telephone line may then add further lines, a virtual switchboard, local telephone numbers and disaster recovery services as their business grows. With a choice of mix and match services Callagenix clients need only take those services that they need as they need them and that we suspect is a level of service that is some way off being written into future EU frameworks.

Telephone Numbers – A National Resource

From time to time Ofcom, the communications’ regulator, reminds consumers of the work that it does behind the scenes to ensure that the UK’s communications run smoothly. Its latest update talks about the allocation of telephone numbers and how they should be viewed as a national resource.

Whilst this claim might seem startling at first, a robust area and geographic telephone code helps to bring a sense of local identity. Although mobile numbers are not tied to geographic areas, having access to landline area codes does help businesses to establish a local presence, as well as fostering a sense of community when phoning contacts and friends within the local area.

Of course, some of the local areas are quite large. For example the code for London is 020, followed by a 7, an 8 or more recently a 3. However, those phoning 01234 numbers will know that they are ringing the Bedford area and are more likely to be dealing with a local business.

Luckily for national businesses, you don’t have to have a local presence to have a local number. Companies like Callagenix have a stock of local numbers available to issue to businesses. Combine these numbers with a routing service and your clients can dial a local number which will be routed to your office anywhere in the world.

Just taking a simple example, say your business was based in Bristol, area code 01179. You have decided to expand across the bridge into Cardiff but don’t yet want to set up a local office. Callagenix could allocate you a Cardiff number, starting 0292, with that number ringing in your Bristol office. This means that you can advertise your business with a Cardiff number and with prospective clients being more likely to be attracted to a Cardiff number than a Bristol one, your Cardiff venture should grow faster.

The availability of local codes is not just confined to within the UK. For those businesses which are looking to create an international presence, being able to offer a local number, for example in Spain, which is routed to the main office in the UK or elsewhere is a distinct advantage. Add a virtual switchboard to a range of local dialling codes and you can operate worldwide from either a single centre or switch calls around the globe as staffing levels dictate.

This ability to manage a global business with a local dialling code has benefited countless thousands of businesses and as business prospers so does the country. In that sense alone area codes are a valuable national resource.