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The Government has just issued Decree No. 91 on the fight against spam messages, unwanted emails and unwanted calls that have caused frustration to people for many years.
Under the new sanctions, unwanted calls are advertising calls without the prior consent of the recipient or violate regulations on advertising calls with prohibited content. These calls will cut out outgoing calls for the internal network and cut incoming calls for Internet calls.
In addition, the network operator must implement blocking of unwanted calls; otherwise, handling may be considered.
The new Decree makes many people wonder if blocking spam will “erase” the telesales profession (offering products over the phone).
The spam call is about to be blocked, will telesales die? (Illustration)
In response to VTC News, Mr. Le Thanh Tung – Deputy Director of Vietnam Cyber Security Corporation (VSEC) said: “I believe that telesales will not disappear, but they will become other types of calls. For example, at the time they would say it was wrong to call or circumvent the rules in many different ways to survive. Also, not everyone wants to receive promotional communications. Many people who are not exposed to information every day also need publicity and information. If there is demand, there must be supply, so it is very difficult for telesales to die.“.
However, according to Mr. Tung, when the number of unwanted calls is less, customers will certainly no longer be bothered with dozens of phone calls regardless of time like before. “Stiff penalties will cause telesales staff to hesitate or think hard before upsetting customers.“Tung said.
According to cybersecurity experts, in fact, today, the phone is a very effective channel for reaching customers, and many companies focus on developing. Therefore, “finishing” the telesales form is not suitable at this time. Instead, by implementing “spam” prevention, the operator has a solution to adequately promote telemarketing, allowing businesses to access but not affect their lives. client activity.
Specifically, many operators are collecting customer feedback after each suspicious call sends a message to the user to determine whether the call contains advertising content that annoys them or not.
MobiFone said that this company has built a spam blocking system using Big Data – AI technology to analyze and identify sets of subscribers.
Subscribers who make unwanted calls will be blocked after being identified with 5 criteria: frequency of calls; Call rate with short contact time; The call rate has a short duration between calls; Outgoing call rate for unrelated subscribers; behavioral characteristics (subscribers mainly use outgoing calls, do not receive or send SMS).
Expert in analytics technology, although most spam calls come from telesale, telesales are not completely spam calls, so it is impossible to equate these two concepts.
Most of today’s telesales have low efficiency due to the hustle and bustle of the business, taking any list of clients from some source and then calling to invite without knowing who the client is, what economic conditions. , income level, preferences, needs like. And telesales staff is therefore considered a stalker.
Meanwhile, in essence, telesales should be done at the source of data on the set of customers that goes through the process of collecting, surveying, classifying objects and identifying needs, potentials … that telesales staff must also have. skills and experience to exchange, interact, have experience and knowledge to answer all customer questions.
“If positively controlled and improved, telesales will definitely be accepted, not matched, and rejected as spam calls.“, the man said.
Although until October 1 the new Decree came into force, but as of July 1 the Department of Telecommunications (Ministry of Information and Communications) has begun to coordinate with operators Viettel, VNPT and MobiFone to deploy technological solutions to filter and cut off contact with subscribers to distribute unwanted calls.
This is because consumers think that the number of spam calls and telesales has dropped considerably.
“Before I had to receive at least two or three calls a day to buy insurance, an apartment … But recently, this situation has notably decreased. My impression is up to 70-80%.“Said Ms Mai Lan (Cau Giay, Hanoi).
Mr. Nguyen Duy in Ha Dong, Hanoi also commented that the positive impact on preventing unwanted calls from the new sanctions is very clear. “Not only do junk calls drop dramatically, but wholesale calls also change significantly, avoiding calls outside of office hours, when customers are taking a break or doing housework, which is easy to cause. annoyances and frustration. . The method of calling and the attitude of the caller also shows more caution and respect towards the customer. Most of them asked permission, being invited by consent, not lined up like before“Said Mr. Duy.
Recent statistics show that each year, operators block between 199 and 542 million spam messages. As for spam calls, in March 2020 alone, operators have found around 49 million suspicious spam calls. These calls originate from more than 26,700 phone numbers and affect approximately 18 million customers. Spam calls are mainly focused on services such as selling real estate, apartments, inviting insurance, financial services, learning English …
Decree 91 clearly defines spam calls as advertising calls without the prior consent of the recipient, or violates the regulations on advertising calls with prohibited content. All advertising phone calls must have complete information about the person making the call (including name, address) and must be submitted first before providing advertising content.
In case of advertising of paid services, information about the charges must be provided. In the event that the user refuses to receive advertising telephone calls, the advertiser must immediately unsubscribe.
