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At the bank I work at, in the call center, we are required to get verification before we can speak to anybody. Before I was out on short term disability, the rules were generally lax; as long as the customer could eventually get the answer, it was fine. When I returned, I learned that there is now a 3 strikes and you're out rule. So, if a customer gets the address, phone number and date of birth wrong, I can't go any further. It's the same with verifying a transaction - 3 wrong answers, and I can't do anything else. A supervisor wouldn't even take the call at that point.
With that in mind, most customers are able to verify with no problems, or very minimal difficulty. It's lovely when they either have access to a recent statement, their online accounts, a receipt, or can give a close date (within two days), and a close amount of the transaction (within 10%).
I had a woman yesterday call in, got the zip code of her address wrong, so I moved on to another question, which she also got wrong, and then I moved on to the third question in that column, which she got correct.
Then I had to ask the question from the second column, the date and amount of a recent transaction. At that point, she started screaming at me, calling me a f***ing retard, an idiot, etc. She started throwing numbers out, and random dates. I told her that the answer would need to be narrowed down a bit more, rather than just guesses. This woman continued her personal insults until finally she used up her three attempts, and I couldn't move farther. When I advised her of that, she threw a temper tantrum and finally disconnected the call.
I'm thankful that, working in a specialty department, that I don't get as many of these type of calls as I used to when I worked in Core. A lot of my customers are friendly and polite, and I've had many fun conversations both with them as well as branch employees. I will bend over backwards to try to help someone, but do not understand how someone could treat another human being with such little respect.
With that in mind, most customers are able to verify with no problems, or very minimal difficulty. It's lovely when they either have access to a recent statement, their online accounts, a receipt, or can give a close date (within two days), and a close amount of the transaction (within 10%).
I had a woman yesterday call in, got the zip code of her address wrong, so I moved on to another question, which she also got wrong, and then I moved on to the third question in that column, which she got correct.
Then I had to ask the question from the second column, the date and amount of a recent transaction. At that point, she started screaming at me, calling me a f***ing retard, an idiot, etc. She started throwing numbers out, and random dates. I told her that the answer would need to be narrowed down a bit more, rather than just guesses. This woman continued her personal insults until finally she used up her three attempts, and I couldn't move farther. When I advised her of that, she threw a temper tantrum and finally disconnected the call.
I'm thankful that, working in a specialty department, that I don't get as many of these type of calls as I used to when I worked in Core. A lot of my customers are friendly and polite, and I've had many fun conversations both with them as well as branch employees. I will bend over backwards to try to help someone, but do not understand how someone could treat another human being with such little respect.
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