Call centre workers - not giving you their name.

BruceyBonus

naijapower wrote: »

But why should call centre staff be worried. If they do their jobs right no one would show any aggression or even contemplate showing up at their doorstep

My worry was that, for example, if we didn't pay someone's claim because they lied on their insurance proposal - would they still come after me because I sold them the policy?

People might not realise this until they work in a call centre, but there are some people who want to take out their own problem on anyone who works for the company. You get people who scream, swear and shout down the phone. I wouldn't want to be meeting some of these people.

adambro

I couldn't care less what the name of the person I'm talking to is. All I'd want to know is a unique identifier. In most cases you don't need to bother but I certainly don't expect to be given someone's full real name. It would be far to easy as has been noted for someone to use this information to track them down with a reasonable degree of certainty.

susan1105

hi i have have worked in two call centres current one ok but the last one we where not able to give out our surnames. It was scary when you had people swearing down the phone at you and you cant help them. Where as when i worked in a bank i had no problem with giving out my name as it standard practice

purch

But why should call centre staff be worried

Maybe,Identity Theft :eek:

cocktail

what difference does a name make. as long as the work is done.

Aegis

naijapower wrote: »

But why should call centre staff be worried. If they do their jobs right no one would show any aggression or even contemplate showing up at their doorstep

This is most definitely not the case. Call centre staff have to give bad news a lot, and there are certain types of people who just don't take too well to bad news and get very aggressive. Even the best natured call centre worker is quite likely to encounter threats at some point in their career.

Knightowl

I work in a Call centre , it matters not which one but I have worked in a few.
Yes for you to have your query answered you have to give your details and pass set criteria for Data Protection purposes , but the agent also has theirs.
It is unfortunate that a small percentage of the public do get vindictive and can take it further (and have and on one occassion I know of quite violently)
It is not because they are being evasive.
For records and accountability though I would advise the following
1)Take note of the time and day
2)Ask the agents name and ID number if they are worth their salt ask for their extension number. (if its a large company ask for the site) ...

PS
Call centre staff often only relate what a companies policies are and THE TERMS AND CONDITIONS people often enter into without reading...its not personal but to many a caller it is.I have had my threats despite on many occasion going the extra mile.

7sefton

I completely understand the security issues, but I simply think it sounds more professional to give a full name rather than just a first name. I used to work in the Lufthansa complaints call centre and we had to give our full names for this reason - perhaps it's just a British hang-up?

Knightowl

7sefton wrote: »

I completely understand the security issues, but I simply think it sounds more professional to give a full name rather than just a first name. I used to work in the Lufthansa complaints call centre and we had to give our full names for this reason - perhaps it's just a British hang-up?

Into days and age it can be very easy to trace an individual that you percieve to have offended you ....... it happens ...... my own case for example I have such a unique name ...... only 3 in the UK .....do I put myself and relatives in possible danger? Considering the threats... when I have seen the crazy reactions and actions of a "member of the public"....... perhaps call centre workers should be badged with stars identifying themselves .. and who is to say that the name you give in an anonymous call centre is real... like Doris and Fred from Mumbai? WHO YOU KNOW IS NOT FRED AND DORIS.

Get real ...... first name , id , etc is all you need time etc.....trust me!

nzseries1

naijapower wrote: »

If they do their jobs right no one would show any aggression or even contemplate showing up at their doorstep

Quite simply not true.

Reps sometimes have to give out news that the customer doesn't want to hear, and in those cases, the rep can't win. It's part of the job.