Verify SSN
When you call in to customer service and verify your SSN with the automated system, why does the person ask you again to verify your information? What's the point in doing it using the automated way?
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Sometimes the automated system craps up.
I hate calling into that automated system,
I was yelling at my phone the other night,
frikkin thing wouldn't understand the word "yes"
Seriously though, most of the calls I get it works fine when people call in. If my computer tells me the person verified their SSN I'd say 75% of the time I only ask for the person's name.
I hate calling into that automated system,
I was yelling at my phone the other night,
frikkin thing wouldn't understand the word "yes"
Seriously though, most of the calls I get it works fine when people call in. If my computer tells me the person verified their SSN I'd say 75% of the time I only ask for the person's name.
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Especially when you are in a noisy place, and the automated system can't hear you, and it says "I didn't get that, please say it again".
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terryjohnson16 said:
Especially when you are in a noisy place, and the automated system can't hear you, and it says "I didn't get that, please say it again".
If you think T-Mobile's IVR is bad you've never used the one for Fido in Canada. It's absolutely brain dead. Not only that with Fido's system there are *ABSOLUTELY NO TOUCH-TONE SHORT CUTS* unlike the T-Mobile system where there are several such as 2 for minutes, 1 for billing or 0 will cut you right through to a rep. Also the Fido system tells you what things it wants to hear but still if you give a command it says "um, I didn't get that." At least with the T-Mobile system you can use several words for the same thing. Saying operator, representa...
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We have a little pop-up screen that comes up when a call comes in with a green colored "thumbs up" if the caller has verified, or a red "thumbs down" if they have not.
Sometimes people just mis type the numbers, or yes it is entirely possible the speech IVR has not understood it, or we may need to verify additional information if the account is past due, delinquent, has been restored from a suspension less than 30 days ago, is the callers first time calling in, or if other instructions on the account tell us to do so.
Also, we aren't supposed to verify the account if it's already been verified that day (there's a date block that says "last verified") However, lately with all the cold transfers, some reps have become a little....well....
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Sometimes people just mis type the numbers, or yes it is entirely possible the speech IVR has not understood it, or we may need to verify additional information if the account is past due, delinquent, has been restored from a suspension less than 30 days ago, is the callers first time calling in, or if other instructions on the account tell us to do so.
Also, we aren't supposed to verify the account if it's already been verified that day (there's a date block that says "last verified") However, lately with all the cold transfers, some reps have become a little....well....
(continues)
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