To most of us, there may be some instances where we called customer service or technical support for one of our products. It could be just an inquiry or a complaint. However, have you observed that in almost all of your calls, the representative asks for your identification? Why is call verification so important?
As a consumer, we have information that we need to protect such as our demographics (birthday, address, etc) and call verification can protect that information. Here’s an example. Let’s say you have a post paid e-mail account. If someone contacts customer service and they didn’t perform call verification, the caller (who probably has bad intentions) may get information about your e-mail account or simply ask for other information that he/she needs. The caller can now use that information.
We have account numbers and our information will also be included in our records for almost any type of account for that matter. If the representative verifies the call, there is a very low risk of divulging your information since you are the one who can fully answer those verification questions. Well, we also have responsibility to protect our own information. First and foremost, do not give any information to anyone. Keep your private information, well, private.
As for representatives, see to it that you verify the caller first. Follow your company’s guidelines on what details to ask and how to verify it on your systems. If the call verification process is lax, it could compromise the company and the client’s privacy. You could be giving out something you’re not supposed to say to someone you’re not supposed to say it to.
Well, sometimes we could be emotional when we call especially if it’s a serious complaint. Well, as a representative, I’ve encountered lots of callers who do not want to verify the call anymore. Well, I asked twice but they don’t want to so I had to end the call as they were shouting. I’d say, let us do our jobs. In short, help us help you. As for the representatives, just understand that the caller may be upset. Calm him/her down and take control of the call.
Maybe you’re asking, what if someone knows your information and is able to pass through the verification process? Well, that’s a bit hard since the representative is not at fault since he/she did his/her job if the call is verified. We couldn’t blame the consumer either since the caller may have acquired information somewhere else. In this case, if you have important accounts (health insurance, bank accounts, etc), it is sometimes best to check up on its status and what changes or activities have happened recently.
Call verification should be standard in phone-related customer service or any communication for that matter to make sure you’re talking with the intended person. It will only take a minute or two and it will go a long way to protect both the client and provider.
