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Fun call I had today;
Caller: I want to make a payment
Me: Certainly, May I begin by asking for your name and date of birth?
Caller: Why do you need this information?
Me: I need this info so I can locate and bring up your account, and also due to privacy regulations I have am legally required to confirm your details before I can provide any account specific details to assist you in making your payment, and of course to ensure the payment is going to the correct account.
Caller: I’m not providing you my details.
Me: That’s perfectly fine. If you prefer you can visit our website to make payment, or call back and enter your details in the automated system when prompted and you can make payment there without having to talk to anyone.
Caller: I’m going to find another retailer, I have had enough of your policies
Caller hung up immediately after saying this.
I understand being hesitant to provide your details over the phone, but please be aware that it is not helpful at all when you have called a call centre and get frustrated at the CSR for following legal requirements that are designed to protect you.
We are just trying to help you with your query, and believe it or not we are just people trying to do a job that barely even pays enough to keep on top of the bills.
We have no say about rules and regulations, we have very strict requirements to adhere to and whether we like it or not we HAVE to follow them.
Is people refusing to provide details a common trend among call centres worldwide? I can’t understand how someone would expect to call a company call centre and not provide their details?
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