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I know I spoke to him before because I recognized his voice, and attitude.
I work in a call center for state benefits. Due to a large amount of fraud the last few years everyone who wants to claim these benefits need to have their identity verified. In the past when it was only a few people that needed to verify their identity this could be done by visiting an office. That is no longer an option. The people much much higher than me have decided that one one specific company can do the identity verifications for us.
This company has multiple ways to do it. You can create an account on their site and upload documents. You can do a video call or even go to select locations of another company that is working with them to have your identity verified.
This person however is flatly refusing to do so. He just does not want to follow our procedure. He flatly refuses to do anything with this third party. He has been informed by a few of my coworkers and a manager that if he does not use this third party then we are unable to help him.
I had to terminate the call I was on with him after going around in circles because we were not going anywhere. I did tell him why I was terminating the call and repeated his options.
I do agree with him partially that there should be a way to proceeded without this third party but there is not and we have been told that there will not be other options. I also suspect I will end up getting him again.
So fellow call center people how would you handle this type of call?
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