4 ms·

They wouldn’t, of course, but it’s painting the caller in a human light that call center employees may empathize with.

• dvtrn 7y ago
  This statement confuses me, what are you proposing the call center employee empathize with me over? The reason I'm even calling, or the authentication and account verification answers and random bits of string that I enter into my account when signing up?
  • defen 7y ago
    "You" in this case are a hacker / social engineer trying to break into someone's account. If your target puts gibberish as the answer to that question, here's how the conversation will go: Operator: What is your mother's maiden name? Hacker: Smith (let's say this is the real name, gleaned from public records) Operator: That's not what I have here Hacker: Oh, you know what, I think I just put gibberish when I signed up. I thought that would add some extra security, but I forgot what I wrote, ha ha, joke's on me. The real name is Smith though. Operator: Story checks out, I'm giving you access to the account now.
    • edm0nd 7y ago
      or Operator: Story checks out, I'm going to reset it to "Smith" for you.