We had reached breaking point with Google rep calls last week. I personally block between 7 – 10 numbers per day, every day from Google reps. I avoid as many by screening for the usual 0161 and 0207 numbers.
However they launched a new tactic last week and started ringing from mobile numbers leaving us with no ability to screen calls. Something had to change and it was nearly my mobile number.
I have to say for the avoidance of doubt, I admire the offshore callers ringing about Google accounts. They’re ringing a hostile UK audience, in a different language, to work on a UK ads account.
I couldn’t do their job.
That said, I also can’t do mine while my phone is being battered all day.
We’re never rude to callers and always tell them we don’t have time for multiple calls and would they please take us off the list. I’ve asked this for around 2 years now. But it just keeps getting worse.
So we’ve taken the next logical steps and … it’s worked. The only mistake I have made is not asking to stop Google direct calls, and I have had two this week – one from London and one from Dublin. But I suppose they’re larger accounts and sometimes they can be handy.
Detailed below are the steps we took.
Note that I asked my staff’s permission to ask for their data to be removed (mobile numbers) so I would recommend eating your own dog food when it comes to handling data – including removing it.
The open complaint I have had with Google is still under investigation but has been escalated. You will be brushed off on the first contact but reiterate the points and ask again ‘What is your policy and procedure – send me the documentation’
They can’t and don’t know how, so it gets pushed up the chain.
This week I have had….. ZERO calls. That’s a reduction of between 45-50 calls.
First step – emailing the DPOs of Google’s 3rd party suppliers
Email template:
For the attention of the data protection / privacy contact at your organisation.
We are aware that Google has shared our email addresses and telephone number for use in association with outbound Google ads calls for which your organisation may or may not be currently running.
This is a formal request for your organisation or any 3rd party affiliated with your organisation to remove our data from your records and cease making contact within 30 days of today’s date. [INSERT DATE]
Please remove the following email addresses:
[INSERT EMAIL ADDRESSES]
Please also remove the following telephone numbers:
[INSERT TELEPHONE NUMBERS]
If this has not reached the right person in your organisation, please forward this to the right member of staff to ensure this request is actioned.
________________________________________________________________
List of Google’s 3rd party suppliers you need to send the email to:
- Accenture
- Atento
- Cognizant
- Concentrix
- Regalix/Marketstar
- TDCX/Teledirect
- Teleperformance
- TMJ
- TTEC
- WNS
Here are the email addresses that we sent this email to:
1. Accenture
Data Protection Officer Email: dataprivacyofficer@accenture.com
2. Atento
Data Protection Officer Email: dpo@atento.com
3. Cognizant
Data Protection Officer Email: DataProtectionOfficer@cognizant.com
4. Concentrix
Data Protection Officer Email: DPO@concentrix.com
5. Regalix / MarketStar
MarketStar Security & Privacy Email: security@marketstar.com
6. TDCX / Teledirect
Singapore DPO Email: tdcxsg.dpo@tdcx.com
Philippines DPO Email: datasecurity.ph@tdcx.com
7. Teleperformance
Data Protection Officer Email: privacy@teleperformance.com
8. TMJ
Data Protection Officer Email: dpo@tmj.jp
9. TTEC
Data Protection Officer Email: privacy@ttec.com
10. WNS
Data Protection Officer Email: dpo@wns.com
Link to google’s list of 3rd party partners
https://support.google.com/google-ads/answer/7675633?hl=en-GB
Step 2, formal complaint to Google via this form:
https://support.google.com/google-ads/contact/aw_complaint?sjid=8368301045230392325-EU
We also raised a formal complaint to Google regarding the submission of our data to 3rd party partners and asked what their procedure was to remove our contact data from their 3rd party suppliers.
Here is the email format we used:
I am emailing to ask what Google’s procedure and policy is to remove our company data from your 3rd party partners, specifically partners contracted by Google to make outbound calls to our business regarding Google ads accounts.
Our organisation, including our staff, are receiving high volumes of unwanted calls on their personal telephone numbers – which have not been supplied to Google for the purposes of telemarketing either by Google or its 3rd party partners.
We would like our data retracted from the following organisations:
- Accenture
- Atento
- Cognizant
- Concentrix
- Regalix/Marketstar
- TDCX/Teledirect
- Teleperformance
- TMJ
- TTEC
Here is a link to the list of 3rd parties which we believe you have shared our contact details with and we would like to be removed from.
https://support.google.com/google-ads/answer/7675633?hl=en-GB
Please outline the procedure for removing this data and the timeframe in which you can provide this service.
In summary
This has worked and it’s not just me who’s had a cessation of calls, it’s the whole team.
We’re looking at 100’s of calls this week that we haven’t had to deal with.
We’re not knocking the job that the Google reps do (although we do!) but there has to be a choice for agencies and advertisers and unfortunately Google have not made that clear at all.
Should the calls start again, I have the evidence to raise a complaint with the UK’s ICO and show that I have raised a complaint and also asked for our data to be removed in a reasonable timeframe.
Good luck and hope you get to enjoy a peaceful, call free week like us!
