Can I confirm my name?
Discussion
I get a bit annoyed phoning my insurance company that they ask me to confirm my Email and phone number every time I call up.
As well as my name, registration, post code, model of car, mothers maiden name....
I understand why they ask about the contact info, but it's very annoying and you can't help but feel like a bell end.
As well as my name, registration, post code, model of car, mothers maiden name....
I understand why they ask about the contact info, but it's very annoying and you can't help but feel like a bell end.
Krikkit said:
Because the on-screen prompts on their PC are asking them to confirm a certain number of details from your customer file. Full name, address, postcode, DOB etc for data protection.
yes and if youre one of these people who never give out their real DOB , postcode, NI etc to avoid someone finding out and cloning you, it can be a real nuisance remembering what you've previously given them to confirm it's you (whats your uncles name - you dont have an uncle but didnt want to tell them that so youve given them some random name to keep them quiet)"Please may I have your contact telephone number?"
What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
At least I have never heard "Can I get your contact telephone number". Yet.
What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
At least I have never heard "Can I get your contact telephone number". Yet.
Edited by SilverSixer on Friday 29th January 12:48
zeDuffMan said:
If you say to someone "is your name John Smith?" there is a chance of them saying "yes" whether it is or not. If they ask you to confirm your full name there's no chance of that happening.
Youve picked a good example there. Many John Smiths are called Jack to avoid confusion, so they may or may not have John or Jack on the system and may or may not have a middle or forename too which might be used in preference.I reckon theyre looking at the way you respond rather than accuracy - anyone on the other end know how they work?
It's not criticism of the call-centre workers, more criticism of the language used and procedures followed.
My pet hate is spending ages on the automated response, typing in reference numbers, dates of birth, describing the purpose for your call, etc. only for the human being to ask exactly the same bloody questions. What the feck was the point in me typing in my account number if it doesn't then appear on your screen?
My pet hate is spending ages on the automated response, typing in reference numbers, dates of birth, describing the purpose for your call, etc. only for the human being to ask exactly the same bloody questions. What the feck was the point in me typing in my account number if it doesn't then appear on your screen?
It often does.
But the pop up has been minimised by the agent because customers often don't fill it in so it's blank and useless. The systems are designed for minimal human interaction. Humans cost more money than machines. These processes are put in place to provide security but also to get you through as fast as possible.
As someone said Do they say Mr Smith? then, if it's you or a fraudster you get the same answer. Fraudsters farm call centre agents for information, I've heard the calls and they sound crazy, the agent runs a narrow line between helping the customer and providing information to the con-man.
For example - Mothers maiden name
CM - Smith
Agent - Not what we have here
CM - Jones
Agent - No sorry
CM - Williams
Agent - Yes
Sounds silly, but it happens.
But the pop up has been minimised by the agent because customers often don't fill it in so it's blank and useless. The systems are designed for minimal human interaction. Humans cost more money than machines. These processes are put in place to provide security but also to get you through as fast as possible.
As someone said Do they say Mr Smith? then, if it's you or a fraudster you get the same answer. Fraudsters farm call centre agents for information, I've heard the calls and they sound crazy, the agent runs a narrow line between helping the customer and providing information to the con-man.
For example - Mothers maiden name
CM - Smith
Agent - Not what we have here
CM - Jones
Agent - No sorry
CM - Williams
Agent - Yes
Sounds silly, but it happens.
And the one time they don't ask the standard security check questions, and somebody poses as you and you end up being scammed or your account hacked into, you would be complaining they didn't do their job properly.
A bit like security checks at airports, they can be a pain in the butt and people moan, but better that than being blown out of the sky.
A bit like security checks at airports, they can be a pain in the butt and people moan, but better that than being blown out of the sky.
Heard on the Radio – Windsor Davies and Melvyn Hayes (actors in It ain’t half hot mum for the benefit of younger members) were driving from one theatre to another on a Saturday, before the days of cash machines, needed to get some cash and the Post Offices closed at midday.
They stopped in a small village at 1205 and went into the shop, where the post office had just closed. The owner said that was fine, he’d unlock and get some cash out, but would they mind coming into the house as his wife was a big fan, so they went through to the back where she was, she insisted on making them tea and getting the cakes out, they all sat there chatting for some time and after a while they said they really had to get on as they had a show in the evening.
He then took them back into the shop, unlocked the post office, took the cheque, got the cash out and said ‘Do you have any identification’ – so the madness pre dates call centres.
They stopped in a small village at 1205 and went into the shop, where the post office had just closed. The owner said that was fine, he’d unlock and get some cash out, but would they mind coming into the house as his wife was a big fan, so they went through to the back where she was, she insisted on making them tea and getting the cakes out, they all sat there chatting for some time and after a while they said they really had to get on as they had a show in the evening.
He then took them back into the shop, unlocked the post office, took the cheque, got the cash out and said ‘Do you have any identification’ – so the madness pre dates call centres.
SilverSixer said:
"Please may I have your contact telephone number?"
What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
At least I have never heard "Can I get your contact telephone number". Yet.
I have 4 telephone numbers, I'm currently contactable on one of them.What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
At least I have never heard "Can I get your contact telephone number". Yet.
RizzoTheRat said:
SilverSixer said:
"Please may I have your contact telephone number?"
What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
At least I have never heard "Can I get your contact telephone number". Yet.
I have 4 telephone numbers, I'm currently contactable on one of them.What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
At least I have never heard "Can I get your contact telephone number". Yet.
I have 4 numbers also, but call centre staff will only ever get one - my personal mobile number, which is my main number. All the numbers are, however, contact numbers by definition. If they asked for a "main" or "preferred" number, that would be fine.
SilverSixer said:
"Please may I have your contact telephone number?"
What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
Yes: I have an "In Case of Emergency" telephone number, sometimes referred to as next of kin. It is also someone else's contact telephone number, but to me it's my ICE telephone number.What? Has everyone else got a second telephone number which isn't for contacting them on? Why haven't I got one?
True, not in the case of telephone banking but the concept does exist.
33q said:
Why is that most Call Centres ask if I can confirm my name?
Of course I can.....I have had it since I was born 60 years ago!
If you want to know my name.... then ask for it.
Could I have your name please?.....sounds much better in my view
Sounds like the telemarketer was an imbecile. Generally if they have a name in front of them then at the start of the call they'll say "Is that Mr Cribbins?". Whether you answer yes or no, it won't affect the pitch. Of course I can.....I have had it since I was born 60 years ago!
If you want to know my name.... then ask for it.
Could I have your name please?.....sounds much better in my view
Swearing, saying "not interested", pretending you're not the person in their data, saying you're on Telephone Preference, getting snarky, even asking for your name to be taken off the list; all these things guarantee you'll get called back. Yes, i used to work in a call centre, everyone's desperate at some stage in their life.
Gassing Station | The Lounge | Top of Page | What's New | My Stuff