Client rolled out new phone system. Wanted to change phone numbers when calls weren't working.
For context, I work for a marketing firm, but I have done IT and my partner has been in IT his entire career so I'm somewhat familiar with the inner workings and issues of phone systems.
We get phone numbers for marketing campaigns and monitor the response to gauge the success of a campaign.
We rolled out a new campaign for a client and they started to report a lot of "bad calls". The rep would pick up and no one was on the other line. Now, phone numbers are recycled and bot calls as somewhat common, especially in the beginning. We recommend changing the phone number in the hopes we get a less spammed line. But before we did that we asked the client to send some examples to us.
Every example was a call to a number not related to the campaign. Immediately red alarms start going off in my head. I know how much phone systems can suck. I hear about it almost on the daily with my partner. So I tell the client to look into call quality issue.
No. They pushed back and said it had to be the phone number. 760
If they just change it, that will resolve the issue. As nicely as possible I refused and told them to look into call quality.
Silence for a few days. I think to myself the problem is solved. Then I get another email from them explaining that the customer calls in and can hear the rep but the rep can't hear the customer. They again ask, "Are you sure the phone number isn't the issue?"
I am losing my sanity at this point and say, "That 100% sounds like a technical issue." And again tell them to look into their phone system. Silence for a few more days. Ok so maybe it is solved now!
Nope - they send me another email a few days later reporting more bad calls. Again, all numbers unrelated to the campaign we have for them. I ask if they resolved the quality issue and their response was, "We think it is a quality issue to, just checking with you. We rolled out a new phone system recently so looking into that."
I feel like I'm losing my sanity. 💀 760