Save phone number in the automated system when I call in

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  • Updated 5 years ago
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  • (Edited)
First time in a year but I had to call Koodo today and talk to a rep. You get the automated thingy like press 1 for english, then punch in your phone number. You think the rep would have this info but it turns out they don't and I have to repeat myself. I'm sure I'm not alone in thinking that you can make your customers' life easier by simply changing the system to pass on my phone number to the reps. Such a simple little change! Save time for me and for them and everyone is gonna be happier.
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RudyW

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Posted 5 years ago

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Get it solved !

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I used to call koodo by going through the automated system and when i speak to them they already have my number so they just confirm it .
it could be a glitch on the automated system that occured when you called them.
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Sophia, Mobile Master

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Actually, I think that might be done for security (don't ask me why!)

I had to call in a few times lately because of bugs with prepaid, and sometimes they asked my number, at other times only my full name.
The first time I didn't know the correct PIN code, so I had to answer more questions like full address, date of birth etc. Then the rep asked me what PIN I wanted and I picked the one I thought it was in the first place.

Anyway chances are the next time you'll get a different question than your phone number, but I guess only one of the reps here can tell you for sure :)
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Zaphod Beeblebrox

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Well the thing with that is verification. Most of the time whe a customer calls in, we can see all information. We, as reps, have to ask for the number to make sure we are looking at the right account, the pin number is verified, and we have the anme of the person we are speaking with. We cannot assume all of that info. For all we know, it could be an ex bf, gf, wife, husband wanting to mess up the account
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MykeC

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Hey Rudy, while the number does populate on the account, phone agents are still required to ask for the number as confirmation as per our security procedures. This is to ensure that phone agents have the right account up as well.

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Timo Tuokkola, Mobile Master

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ok, let's say you've entered your phone number. without realizing it, you accidentally swap two digits. It brings up a different account. The pin number you give doesn't match. When the agent tells you this, do you check that you entered the right number or do you start arguing that you know your own pin number?
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RudyW

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Neither. I would expect the rep at that point to confirm my number. Use process of elimination. As I said we beat this to death. Koodo asked for ideas, I gave it to them, ball is in their court.
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Timo Tuokkola, Mobile Master

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Except you submitted it as a question, not an idea.
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RudyW

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Hmmm...I definitely remember clicking on "Idea" banner then the subtopic type "idea" . Something is off.
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MatB

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Thing that can happen sometimes RudyW, when you punch in your number, mistakes can happen, like, you may enter 5 instead of 6 in your number, so, guess what Koodo rep will go through, cross-checking customer number again is important in this case.
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Timo Tuokkola, Mobile Master

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Another reason that the number needs to be confirmed is that if a customer is calling from a Koodo cellphone, the system does not ask them to input their number and simply displays the number they're calling from. Let's say you have 4 phones on one account. One of them is not working, so you call in on one of the other phones. The system now populates with the information for the working phone. The pin number cannot be used to differentiate between them because it is the same for all phones on the account. Then there's the fact that even when prompted to enter their phone number, many customers believe that they need to enter the number they're calling FROM rather than the number they are calling ABOUT. Customer service reps are asking you this for a reason, not because they get some kind of twisted pleasure at asking people for their numbers.
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RudyW

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If this causes all this trouble Timo the answer is very simple, don't ask me to enter my number. That way you don't disappoint me as I'd expect to provide it. :-)
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Timo Tuokkola, Mobile Master

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And taking 5 seconds to state your phone number is so completely unreasonable because...
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RudyW

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Well, it took over a minute because the rep had to enter it, wait for the systems etc. Plus it cost koodo because of the longer calls. We probably beat this to death though. I talked to people about koodo a fair bit here and there and it's not always just the price of things but how they make thing easy for you. In this case I can't say that to be the case.
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Dennis, Mobile Master

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How about when the Koodo agent answers they start by saying:
"Hi this is Bob from Koodo. I see we have your account information that you have entered. Can I confirm your phone number again to make sure I have the correct account on my screen"

Or something like this
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Zaphod Beeblebrox

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There are a few agents I work with that actually do that. Not many.
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Dennis, Mobile Master

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Just wondering... why is the call center split between Canada and El Salvador
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Zaphod Beeblebrox

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Outsourcing is what I CAN say. Most companies outsource to other countries but ALSO outsource within Canada. Not much I can comment on this one since I do not know the exact reasons. I'm pretty sure if I did, I would not be authorized to give that answer. Outsourcing is nationally known so I know I didn't break any confidentiality by saying so.
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mattjs

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a developing country with lower social standards = cheaper labour costs = more profit for Telus

The average yearly wage in el salvador is around $6500 a year. Peanuts compared to what you'd pay in Canada. Out of all the countries Telus could have picked to export this work to, they went with one of the poorest in Central America. Ethically questionable? In my books, absolutely. Financially advantageous? Without a doubt.
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Sumaya K.

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Thanks for your idea, Rudy. We're looking into this at the moment.
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Zaphod Beeblebrox

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There wouldn't be much that can be done considering it is part of the verification process to avoid fraud and negative impacts on the account. I get why it's frustrating but if we do things such as "Is your name _____? Is the number your calling about _____?" Most if not all people will answer yes to those questions which is not very secure.
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Chris Petersens

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That seems to conflict with my experience. Sometimes when I call and they do get my number after I punched it in all they ask for is the pin. It doesn't sound like it's your verification process that's the issue.
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Zaphod Beeblebrox

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The way it's SUPPOSED to be is that IF the number shows up we can ask "Is the number your calling about ____?" or "What is the number you are calling about?" I know in my last post I put that as something not to ask but I was wrong in that aspect. My apologies. We still have to ask for the name and PIN. It is up the individual agent to follow such procedure. So, yes, Chris, it seems it is not the process that is the issue...that sort of disturbs me :S

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