5 ms·

I recently called the IRS and by the end of the call I felt really bad for them. The agent that picks up immediately tells you there ID# even before their name

by yardie 8y ago

I recently called the IRS and by the end of the call I felt really bad for them. The agent that picks up immediately tells you there ID# even before their name or any formal greetings. I know it's tax season and they are harried. But speaking with him he just felt worn down, and it was only 10AM! And having to use your ID# for every call dehumanizes you. It's the same way we treat prisoners, only referring to them by their DoC number.

duxup 8y ago
> And having to use your ID# for every call dehumanizes you. I used to work in a call center. Scripts and giving an ID is brutal. It generally has a negative connotation for the folks taking the calls as well. They know the process is there for someone to come down on them if someone complains. Any positive reinforcement is at best a virtual high five as people are FAR more likely to complain than complement, even if you do a great job. I worked at a call center once where I got a negative report when a report came back from someone doing follow up customer satisfaction surveys. The quote from the person they called: "Please stop calling this number, I am not Joe and i don't own a X computer." Nobody could do anything about it, the report stood... it was not possible to remove such an obviously bogus report because management was worried someone might abuse that system. Call centers are metrics hell.
- SideburnsOfDoom 8y ago
  > Nobody could do anything about it, the report stood... management was worried someone might abuse that system. In Europe, you can do something about it. The magic words are something like "In terms of General Data Protection Regulation (GDPR) I invoke my right to be forgotten. Please erase this data, and you will be in violation if you keep calling me". Then it's the other way around - management would be right to be worried if they're not complying with that.
  - duxup 8y ago
    I think there might be a misunderstanding here. I'm not sure GDPR applies to employer's holding information about employees.
    - johannes1234321 8y ago
      Yes, GDPR applies, but GDPR allows storing "required" data to full fill the (employment) contract. What data that might be is debatable.
      - duxup 8y ago
        Presumably peformance data is required. Otherwise I would expect you'd have the absurdity of: "Delete all my data!" "See I didn't do anything wrong, you've got nothing on me!"
        SideburnsOfDoom 8y ago
        The more usual example is: if I buy a fridge from you, I can't then insist on right to be forgotten and then ask for repairs under warranty later. The seller has a right to keep a record of purchase for that legitimate interest. https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/lawful-basis-for-processing/legitimate-interests/ https://ico.org.uk/for-organisations/guide-to-data-protectio... That would apply to employee, yes.
    - SideburnsOfDoom 8y ago
      > I'm not sure GDPR applies to employer's holding information about employee Above: > "Please stop calling this number, I am not Joe and i don't own a X computer." Right, I don't understand how that describes an employee. To me that seems to describe a person who could assert their rights under the GDPR to not be called any more.
      - duxup 8y ago
        That's a customer, correct. But overall problem I described was not really a customer's problem, it is the employee's problem having feedback like that reflect their work. I understand what you're saying as an aside about that one line.
- bitwize 8y ago
  There's some company somewhere that thinks I own a Honda. I keep getting calls about Honda recalls. The exact model changes from year to year. Nice to know that despite the rep's assurances that I would be removed from the system, in 2049 I'll still be getting calls because the new Honda Accord has a faulty quantum tunnelling distributor, irrespective of whether I own a Honda or any car.
  - swozey 8y ago
    I get these calls/letters almost weekly on my 2018 vehicle with an added unlimited warranty. "Your 2018 Wranglers warranty has expired!" I'm guessing they'd happily sell you a fake or worthless warranty for a non-existent Accord.
    - ericlewis 8y ago
      I get these too, and I’ve never owned a car in my entire life.
deleted 8y ago
[deleted]
chrisseaton 8y ago
How else should they let you note who you spoke to? Using their actual name? They're not unique. You need some kind of reference number on each call. I'd love it if each call I had to make to a company started with a call ID number and then I got emailed a transcript and recording afterward. I think some call centres give staff pseudonyms so they're unique.
- ajdlinux 8y ago
  Most call centres I deal with will happily give you a call reference number on request, rather than saying it first thing upon picking up the phone. That seems... more natural and human, even if it's a bit less efficient.
- ben_w 8y ago
  Name is good. You don’t need a customer-facing GUID, you can automatically keep track of which customers were connected to which call centre person. You could easily combine that with the automated transcription you’re suggesting, which I also like. Heck, make it an MP3!
  - chrisseaton 8y ago
    > You don’t need a customer-facing GUID They don't need it, but I do. > you can automatically keep track of which customers were connected to which call centre person But I want to keep track. I don't care how they keep track. I want to be able to say 'on call XYZ we agreed this' rather than saying 'I spoke to someone called John Smith on Tuesday please look it up in your log'.
    - ben_w 8y ago
      “Hi, I’m calling about the same thing as last week” “<Caller ID says your perferred name, and you were talking with Mr ExampleName about your contract> Hello Mr Seaton, how can I help you today with your contract?”
      - 8y ago
MuffinFlavored 8y ago
their ID

by yardie 8y ago

duxup 8y ago

> And having to use your ID# for every call dehumanizes you. I used to work in a call center. Scripts and giving an ID is brutal. It generally has a negative connotation for the folks taking the calls as well. They know the process is there for someone to come down on them if someone complains. Any positive reinforcement is at best a virtual high five as people are FAR more likely to complain than complement, even if you do a great job. I worked at a call center once where I got a negative report when a report came back from someone doing follow up customer satisfaction surveys. The quote from the person they called: "Please stop calling this number, I am not Joe and i don't own a X computer." Nobody could do anything about it, the report stood... it was not possible to remove such an obviously bogus report because management was worried someone might abuse that system. Call centers are metrics hell.

SideburnsOfDoom 8y ago
> Nobody could do anything about it, the report stood... management was worried someone might abuse that system. In Europe, you can do something about it. The magic words are something like "In terms of General Data Protection Regulation (GDPR) I invoke my right to be forgotten. Please erase this data, and you will be in violation if you keep calling me". Then it's the other way around - management would be right to be worried if they're not complying with that.
- duxup 8y ago
  I think there might be a misunderstanding here. I'm not sure GDPR applies to employer's holding information about employees.
  - johannes1234321 8y ago
    Yes, GDPR applies, but GDPR allows storing "required" data to full fill the (employment) contract. What data that might be is debatable.
    - duxup 8y ago
      Presumably peformance data is required. Otherwise I would expect you'd have the absurdity of: "Delete all my data!" "See I didn't do anything wrong, you've got nothing on me!"
      - SideburnsOfDoom 8y ago
        The more usual example is: if I buy a fridge from you, I can't then insist on right to be forgotten and then ask for repairs under warranty later. The seller has a right to keep a record of purchase for that legitimate interest. https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/lawful-basis-for-processing/legitimate-interests/ https://ico.org.uk/for-organisations/guide-to-data-protectio... That would apply to employee, yes.
  - SideburnsOfDoom 8y ago
    > I'm not sure GDPR applies to employer's holding information about employee Above: > "Please stop calling this number, I am not Joe and i don't own a X computer." Right, I don't understand how that describes an employee. To me that seems to describe a person who could assert their rights under the GDPR to not be called any more.
    - duxup 8y ago
      That's a customer, correct. But overall problem I described was not really a customer's problem, it is the employee's problem having feedback like that reflect their work. I understand what you're saying as an aside about that one line.
bitwize 8y ago
There's some company somewhere that thinks I own a Honda. I keep getting calls about Honda recalls. The exact model changes from year to year. Nice to know that despite the rep's assurances that I would be removed from the system, in 2049 I'll still be getting calls because the new Honda Accord has a faulty quantum tunnelling distributor, irrespective of whether I own a Honda or any car.
- swozey 8y ago
  I get these calls/letters almost weekly on my 2018 vehicle with an added unlimited warranty. "Your 2018 Wranglers warranty has expired!" I'm guessing they'd happily sell you a fake or worthless warranty for a non-existent Accord.
  - ericlewis 8y ago
    I get these too, and I’ve never owned a car in my entire life.

deleted 8y ago

[deleted]

chrisseaton 8y ago

How else should they let you note who you spoke to? Using their actual name? They're not unique. You need some kind of reference number on each call. I'd love it if each call I had to make to a company started with a call ID number and then I got emailed a transcript and recording afterward. I think some call centres give staff pseudonyms so they're unique.

ajdlinux 8y ago
Most call centres I deal with will happily give you a call reference number on request, rather than saying it first thing upon picking up the phone. That seems... more natural and human, even if it's a bit less efficient.
ben_w 8y ago
Name is good. You don’t need a customer-facing GUID, you can automatically keep track of which customers were connected to which call centre person. You could easily combine that with the automated transcription you’re suggesting, which I also like. Heck, make it an MP3!
- chrisseaton 8y ago
  > You don’t need a customer-facing GUID They don't need it, but I do. > you can automatically keep track of which customers were connected to which call centre person But I want to keep track. I don't care how they keep track. I want to be able to say 'on call XYZ we agreed this' rather than saying 'I spoke to someone called John Smith on Tuesday please look it up in your log'.
  - ben_w 8y ago
    “Hi, I’m calling about the same thing as last week” “<Caller ID says your perferred name, and you were talking with Mr ExampleName about your contract> Hello Mr Seaton, how can I help you today with your contract?”
    - 8y ago

MuffinFlavored 8y ago

their ID