Agent refuses to provide Agent ID

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I've just got off the phone with a billing agent, for a simple inquiry that they could not answer (no bill generated to confirm my question) it is my normal habit to take note of both the name and employee ID of the person I've spoken to, purely for my records.

I simply asked "Could I get your first name, and agent ID for my records" the agents response was as follows "I cannot give you anything other then my first name it's company policy" When I questioned why this was her reply was "It's for security purposes."

That seems odd to me. Unless one has a list of names and ID's it becomes extremely unlikely that it could be used to harm the agent. How can one keep track of their account when they can't provide anything more then a name? I can pretty much guarantee that there is more then one Dick/Sally/Jane in the company. It seems like an obscure policy, or an agent who thinks they may get in trouble being unwilling to provide key information to the customer.

Has anyone else run into this issue?
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tiexgrr

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Posted 5 years ago

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Zaphod Beeblebrox

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You got the answer why they could not give out thier ID. When a note is placed on the account, the agent's name is attached to it. There is no point in taking down the ID anyway since giving it to another rep on another call would prove pointless.

Providing IDs could result in this example.

A customer calls about someone else's account. They know the name and phone number. They call another department and claim to be a rep then give out that ID to avoid any customer security policy between departments. Fraud occurs as the person claiming to be the agent is, in fact, not said agent and the account in question could potentially be altered without proper authorization from the account holder.

If you need to have a name and ID to keep track of your account....well, I really don't know what to say to that....

Not giving out the ID also prevents any harassment from customers who end up finding out where the agent is located and the last name of the agent. There have been reports from other companies where customers find out such information and find the agent to either try to become thier friend (not so bad) or to harm the agent. Both of which are against the confidentiality agreement we all signed before working for the company.
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tiexgrr

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While I agree with the logic behind the situation you mentioned, I think you misunderstand my reason for requesting an ID. For me it's due to the fact that I take bullet type notes of everything I've discussed with a company. That way, if I need to look back on them I know what was mentioned, and who I spoke with. Nothing more, nothing less. In no way is it make or break for me, I simply left the agent's ID out of my notes and will continue enjoying my experience with Koodo. Being cautious in this day and age isn't always a bad thing.
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Zaphod Beeblebrox

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"Being cautious in this day and age isn't always a bad thing."

I totally agree with you on that one.

I can understand why you would want the ID but if you are simply taking notes as to the people you spoke with, there is no reason for the ID. It can make things more efficient if it came down to a very serious matter where the ID would be needed to track that agent's interaction with you on whatever the situation was but that is where the supervisors would be able to pull up the account and see the agent's IDwithin the account itself.

As Timo stated below...
"I spoke with Judy, employee I.D. xxxx" than it is to say: "I spoke with Judy on October 29th." Granted, there may very well be more than one Judy working for the company, but how many Judys have you ever spoken to on the same day?"

Name and date should be all that is needed. Even if we were required to give out the ID, I still would not due to the personal experience I had at a previous job where I did give out my ID and..well...bad things happened.

Sorry If I came across as a jerk or arrogant. I guess you can put both of those in the same category lol
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Khaleila

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Hi Tiexgrr! As of recently, we can no longer disclose our agent ID's. To add to what Tyler C mentioned, with the agents name, date and time, the call is automatically registered and can be tracked. We thank you for your understanding.

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tiexgrr

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Thank-you for the confirmation, this was exactly the information I was looking for!
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Zaphod Beeblebrox

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In a previous job, I gave out my ID. After the experience that happened afterwards, I will never do it again.
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Admir Karalic

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Either that, or because Koodo can't manage their account and security, I work for Bell, and when a agent asks for changes in the account, I ask him to talk with the customer in Question, at that point if some one fakes the ID of a customer, then he's a pro of harmfull actions, because Most customers have specific info's like PIN's on the account and agents usually if they really are who they are, can also always tell me the Initial Voicemail Password. Easy steps to follow.
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Timo Tuokkola, Mobile Master

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So you admit that there are professional social engineers out there who might be able to fool you. Koodo's policy is not to give them any ammunition to begin with. Realistically, it is of no more use to say: "I spoke with Judy, employee I.D. xxxx" than it is to say: "I spoke with Judy on October 29th." Granted, there may very well be more than one Judy working for the company, but how many Judys have you ever spoken to on the same day?
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Zaphod Beeblebrox

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^^Virtual Star
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Rocky Balboa

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I 2nd that Timo! My how have the tables have turned... Maybe social engineering is happening everyday at Bell. *coughs
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Zaphod Beeblebrox

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Just to make one thing clear, Admir, employee security is not "no-sens" in the slightest.
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Sophia, Mobile Master

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I spoke with Telus yesterday concerning our landline... we changed our package 2 weeks ago and our current bill did not reflect the change, nor did the website. I spoke to a VERY pleasant person who verified that I spoke to so-and-so (first name) on the 16th of October, repeated what was done with my call and then informed me that the change should be reflected on the NEXT bill (and why). I thanked him for the information, and he thanked me for verifying the change had actually taken in their system.

Then me being me we had a chat about the weather and about where he lived, about the Telus headquarters which I have visited and a few other pleasantries... I apologize if anybody was kept waiting three minutes extra yesterday :D

Why do I say all this? Because it was a most pleasant interaction overall and there was no need for providing anyone's employee ID. There was a record of the phone call including employee I spoke to, date and time of call and the subject. I'm sure Koodo is just as professional :)
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PD

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I won't even bother asking agent name. I only ask for reference number of my call. Any company I deal with I ask reference number which include every thing. If you have to appreciate the agent or complaint you provide ref number.

Simple no agent can refuse to provide this information and once they open the case its auto generated and even they delete after words the case history is archived.
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Zaphod Beeblebrox

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When no ticket is created for an issue, there is no reference number. If a note was left on the account, that would be a reference. Just get the name and note the date and apporximate time you spoke with them.

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