…. I had the opportunity to work in firms, and on another platform. Working within firms requires certain constraints: obligation to ensure audiotel presence hours and presence hours on weekends and evenings. Their commission rates are at least those offered by Wengo, and often much higher, therefore their margins are much greater. The rates applied to customers can be exorbitant: €15 for the first 10 minutes and up to €7.5 per additional minute…
Working on a platform such as Wengo leaves the independent worker that I am, free of my hours of presence, of my rates, and also free to accept - or not - the multiple promotional operations offered by Wengo. The contract is therefore simple: the technical interface, the general communication and advertising part, and the development of the structure are theirs. This is my opportunity to be represented there.
Each expert is therefore free to present themselves there in their own words, and to use the tools made available: blog, messaging, etc. Having never received any pressure from my side, and even having the possibility of disseminating the opinions collected on Wengo on my own site, or of displaying a link to the TV passages, while remaining completely free and independent of the management of my site!
The arguments raised by Bertrand Cailac in his post entitled “Wengo: expert in scams? », as well as the posts which followed, contain, beyond opinions, errors regarding the functioning of Wengo, for example:
• I have agreed, with full knowledge, to use a technical tool, and I agree with full knowledge to join promotional operations, or not. My legal responsibility can then be claimed, as a professional, for the quality of my work, and for my managerial choices.
• I am legally subject to an obligation of means, not of results. The fact remains that, when I do not “capture” a person, or it turns out that my predictions are false, I have the means of returning the sums collected (and even more: the sums also collected by Wengo so that the client is not harmed, I then go out of my own pocket) on one or more consultations, in the form of purchase vouchers, so that the client can turn to another expert of his own. choice… Returning the sums received by Wengo and going out of my own pocket also seems correct to me: no technical failure on the part of my supplier, promises kept on promotional offers: why would they be burdened by my failure? ….
• The customer also has the means of contacting the expert of his choice, via messaging, and he can then set up a regular letter-writing exchange. Another very practical tool, and little or not offered today by platforms or firms.
• The display of experts on the home page is subject to very simple rules, which are accessible to all experts, also quite clearly explained on the site, based on attendance times, the number of calls over a given period (15 days for the Top10 for example), customer satisfaction rate, etc. In my opinion, it is a very reactive system which reflects the efforts made by the experts and the quality of their services… just like any trader who pulls the curtain for a few days, I will see my occasional customers leaving for other suppliers, my loyal customers waiting for my return from vacation. Like any merchant (we are legallyand administratively considered as such), I will see my turnover increase or decrease depending on the financial efforts to which I make for my promotion or my communication, my time of presence and work, after-sales service (followed by private messaging), and also - and above all - the quality of my work… The “Wengo experts” are all independents, and even if they are part of the same “corporation”, they nonetheless remain… my direct competitors!! So even if I remain in solidarity with my corporation, both in the face of abuses (by joining the INAD), and in the face of unjustified defamation, I have no desire to be considered a “myopic expert” or worse… because I use a communication tool and a technical interface, like other independents.
• I will now move on to another point very widely raised, and which is also one of the INAD’s struggles: addiction to clairvoyance and the damage that ensues. Like any addiction, it requires treatment. Each area which can lead to addictions is subject to the same alerts: the PMU, or the Française des Jeux always offer a possibility of self-regulation… well as much as it is possible for an addicted person (thus who no longer controls themselves) to be able to do so. I will not develop here the possible comparisons and parallels with all possible addictions (gaming, alcohol, sex, betting, etc.). I just want to make one point here: when I receive a person via Wengo, it is impossible for me to know, since their contact details are protected, whether they are addicted or not, whether they have already consulted or not, and who they could have consulted: only the recurrence of calls from the same person, and the dialogue that follows, can make it possible to detect addictive behavior and a loss of autonomy in them. Of course like every expert, I have also received calls of this kind, and sometimes discovered, when the client talks about it, that he or she has been in these addiction systems sometimes for a very long time… Customer loyalty is not necessarily an addiction of this customer base, and this reduced proportion of addicted customers is unfortunately difficult to detect and “manage”. But Wengo still offers here to each expert to report these people to him, and the expert remains free to refuse these people. It only takes one refusal with explanations to see this person disappear, but with no guarantee that they will not go elsewhere, unfortunately….
I am speaking here again in my own name: this requirement from Wengo on its choice to accept – or not – a “customer expert” (since we buy from them) reflects its desire to maintain the quality of the services offered. Of course, the system is not infallible, but I at least give it the will to try. Even if its primary vocation is not to do humanitarian work, but to be a successful company. This is its raison d’être, and Wengo has no interest in seeing the quality of the services it offers over the long term tarnished or even called into question. Like any service provider who chooses his services and aims for success through quality…
So here is my long screed… because as a “Wengo expert”, I am sad to see that a real campaign is taking place at the moment on the INAD website. Site of which I am however part, since I adhere to the principles defended by INAD. I would only like it to be admitted that each expert is an independent worker subcontracting with Wengo, and that to conflate “Wengo experts = crooks” is to attack and denigrate a large number of independent people who are not crooks, who try to work as best they can with a service provider, and who for some are members of the INAD!…
I would also like to point out that this letter is in no way sponsored by Wengo… I am just defending my profession here, and my tools and means available to me today to work….
Yzya
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