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.

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