TELECOM Digest OnLine - Sorted: Re: "Please Enter Your ID Number" So We May Ignore it


Re: "Please Enter Your ID Number" So We May Ignore it


T (nospam.kd1s@cox.nospam.net)
Wed, 21 Mar 2007 19:31:45 -0400

In article <telecom26.79.3@telecom-digest.org>, hancock4@bbs.cpcn.com
says:

> I telephoned a large business today. As usual, the answering machine
> asked me to enter my account number "for faster service". I did so.
> After the usual parade through many menus I was connected to an actual
> human being. The first thing she asked me for was my account number,
> even though I had keyed it in "for faster service".

> I find this happens all the time.

> What is the point of requesting an account number if it isn't going to
> be automatically forwarded to the person handling the call?

> With today's fancy computer systems, the idea is that after getting my
> account number, my account screen is immediately displayed to the
> person handling my call, saving the time to ask for my account number
> and her to key it it. But this never happens. (Some systems are
> fancy enough to check the caller ID of your phone number and use that
> to bring up your account, but these get fouled if you call from work
> or a different phone.)

> Anyone familiar with the programming of these 'automated' systems and
> would care to comment? Thanks.

Cox and Verizon are both famous for that. Apparently it's used for
tracking not so much to help the CSR.

Post Followup Article Use your browser's quoting feature to quote article into reply
Go to Next message: davidesan@gmail.com: "Re: "Please Enter Your ID Number" So We May Ignore it"
Go to Previous message: William Warren: "Re: "Please Enter Your ID Number" So We May Ignore it"
May be in reply to: hancock4@bbs.cpcn.com: ""Please Enter Your ID Number" So We May Ignore it"
Next in thread: davidesan@gmail.com: "Re: "Please Enter Your ID Number" So We May Ignore it"
TELECOM Digest: Home Page