To ensure you have the information available at the time of calling. Account number lookups is a waste of time/money for them. They don’t care about the CX part enough. In some cases, they hope that prompted an “oh forget about it” moment.
It’s also a highly metric driven industry. They may have a goal that each agent has an average call length of 3 minutes. But when they implemented that goal the agents pushed back on management about how it takes 3 minutes just to look up an account. So as a quick fix/hack they put up an automated screen to force the customer be prepared.
Also it’s like a captcha in that it prevents ddos of the phone lines.
Comments
To ensure you have the information available at the time of calling. Account number lookups is a waste of time/money for them. They don’t care about the CX part enough. In some cases, they hope that prompted an “oh forget about it” moment.
It’s also a highly metric driven industry. They may have a goal that each agent has an average call length of 3 minutes. But when they implemented that goal the agents pushed back on management about how it takes 3 minutes just to look up an account. So as a quick fix/hack they put up an automated screen to force the customer be prepared.
Also it’s like a captcha in that it prevents ddos of the phone lines.