If the agent has to get approval to access every account, that would be so, so time consuming, the company wouldn’t have clients/customers. There isn’t enough managers on the floor or available for that to be feasible.
Some other call centres request authorisation through the caller in the form of an OTP, which doesn’t seem like a bad system. Or some banks still require phone banking passwords (although I believe they’re mostly about protecting the bank from the liability of somebody impersonating a customer, I don’t think that is required to access files. It should be though)
Bit rude. I’m allowed to have opinions on how I believe companies should handle my personal information. If you don’t think companies should have any semblance of accountability for how they process and treat personal information because it would slightly inconvenience you, that’s fine, but you don’t get to stop me from sharing my opinions.
Some other call centres request authorisation through the caller in the form of an OTP, which doesn’t seem like a bad system. Or some banks still require phone banking passwords (although I believe they’re mostly about protecting the bank from the liability of somebody impersonating a customer, I don’t think that is required to access files. It should be though)
When you work in a call centre, let me know, and maybe we can then discuss this.
Bit rude. I’m allowed to have opinions on how I believe companies should handle my personal information. If you don’t think companies should have any semblance of accountability for how they process and treat personal information because it would slightly inconvenience you, that’s fine, but you don’t get to stop me from sharing my opinions.