I picked up an unknown phone number today. She sounded young with a soft Indian accent and began with: “Terribly sorry to bother you sir, but are you busy? This is important.”

Interesting way to start a phone call.

I asked what the matter was. She explained her name was Isha and was calling from my internet provider. There had been some data leaks in the previous hour and the company was calling individual customers to explain the situation. Isha appeared genuine in her explanation, repeating “sorry” multiple times as though it were her own fault and changing her tone to reflect her remorse at the situation. Though the context was vague (why couldn’t this be an email?), I was impressed and moved by her performance.

I asked a few more questions. What would happen now? What is the company doing in response? Her replies were professional and polite. We recommend you secure all your online data. We are doing everything we can and bolstering our defence systems. We are terribly sorry for the inconvenience. I was sold and said thank you.

Then a pause.

“However… we are offering a deal. As part of our compensation are offering an unprecedented opportunity. For just $5 we can help secure your information…”

I burst out laughing. She totally had me! I was ready to message and update my housemate about the situation. In fact, if she had just waited a few more minutes and engaged in normal conversation, her amazing offer might have worked. I hung up and reported the number, shaking my head in disbelief.

‘Isha’ possessed a quality rare in scammers: charisma. Throughout the five minute conversation, she made herself sound remorseful, professional, and responsive. She was patient with my questions and a terrific listener, even using active listening techniques like mirroring. Her superb communication skills were able to break down my defences far more effectively than any discount she could offer.

Scammers are evolving.