Timezone check please

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  • Updated 6 years ago
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I live on the East Cost. This summer I was travelling in BC. Several times I got calls from Koodo in the middle of the night! I was always too slow to answer. But my and my partner were very upset. Whenever I called back, noone knew what the missed call was about. It was the same every time.

I tried to explain the concept of Canadian time zones to the Indian callcentre agents, but to no avail. I don't really blame them - this is a scheduling issue and not the fault of the agent who is first in line.

Please, Koodo, you have to check in which timezone a customer is if you want to call them (unless it is an emergency). Just looking at the phone number is not enough!

When I was back on the East Coast, one of those calls finally reached me. I think they wanted to push some promotion or ask me if I was happy or someting like that. Grrrrrrr.....
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Daniel AJ

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  • frustrated

Posted 6 years ago

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John Burke, Mobile Master

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I'm not sure if that's something easy for them to check...seems "Big brother-ish" to me, LoL.

That being said, I agree that those calls would be annoying.
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HippieLongstocking

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hey Daniel
you can call into koodo cx care and request to be on the no call list....
:)
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MatB

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Hey Daniel !
Sometimes customers receive unwanted calls, voicemail, or text messages from Koodo or from third parties that work for Koodo that he cannot prevent . You can register Your number on "Koodo No Call Internal List"
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mattjs

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What do you mean by third parties that work for Koodo? As in Koodo is actively distributing it's customers contact information to third party companies?
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MatB

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Third parties contractors that koodo is hiring to do the job for him
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Daniel AJ

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You don't need to prevent the calls. But the system that picks the next number to call should check, anonymously, in which time zone the phone currently is, and just not pick that number before, say, 9am.

Or, alternatively, you could have a check in the dialling process. Whenever these calls are made, route them through a system that checks the time zone and eventually aborts the call.

As for John Burke's Big Brother - I thought so, at first. But if this is done without a human checking up on people, only with a computer system that just does not suggest certain numbers in the first place, I don't see a spying issue here.

If this is a professional operation, the outbound calling agents won't sit there with a list of numbers on a paper sheet and then punch them in, eh. If that should be the case: Just don't make such calls before 9 am Pacific time and after ~19:30 Newfoundland time.

Another annoying thing was that, when I called back, I landed in the Koodo callcentre. But nobody had any clue why I had been called in the first place. If you play this game several days in a row it gets really frustrating.
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Dave

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One of the problems is that can only really tell where the phone is once the cell tower picks it up - so once the customer picks up the connection - which would your prefer - a continuation of that call, or if it just disconnected

Scenario: You live in Atlantic Canada, but decide to visit BC for a few days - on the last day, you get an automated call, that does not realize that you have visited somewhere else (BC), until after you pick up. So the system hangs up on you, and resets itself to BC time to call you back tomorrow. It calls you back tomorrow (but you are back in Atlantic Canada again), and once you pick up, the system realizes that it called you too late, and so hangs up on you again.

I know this scenario is way out there, but I like the idea of one call instead of two hangups and then a call.
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Dave

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Also, saying not to make calls between 9am Pacific time and 7:30pm Newfoundland time - that basically results in a calling window of 6 hours

So the people in BC can get calls between 9am - 3pm, and the people in Newfoundland are getting calls between 1:30 pm and 7:30 pm - better hope that you do not go over your data any other time otherwise Koodo needs to wait until the next day to contact you!!!!
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Daniel AJ

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Dave: The network knows where the customer's device is. The last connected cell tower is stored in the HLR (so either you are in that tower's area or your are not available at all). Its not like in the very old analogue days where a network would "page" a phone in their entire network.

You are right that a restriction on 9 am Pacific to 19:30 Newfoundland would restrict the call window severly (hence my suggestion on cross-checking with the actual location). But I'm not aware that Koodo calls anyone about their data usage. Isn't that usually done with text messages?

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