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This did not happen to me, but to a coworker, and it involved the SC's ability to tell time.
[background] We started a new process where we could take specific information over the phone instead of having people send the information in via a form. As long as the person we are speaking to is the account holder and has fully verified their account information we can take the required information over the phone and send it to the necessary department.[/background]
Coworker: Sorry, ma'am, but unless we can speak to your husband we cannot update this information over the phone.
Caller: What do you mean you need to speak to my husband?! I have been calling in for years to give this information over the phone! Don't you tell me that you need to speak to him when you haven't needed to before!
Coworker: Well, ma'am, we only started taking this information over the phone four months ago, and the process in place states that we need to speak to your husband as he is the account holder.
Caller: ...uh... *click*
My coworker messaged me about the call and we both came to the same conclusion: the caller was full of shit. Not that it was that hard to figure out. I get why unauthorized callers try to pull this stuff - they figure that the agent will back down and just do whatever it is they want. But considering that we deal with health benefits and financial stuff we are bound by very strict rules. Liars can suck it.
[background] We started a new process where we could take specific information over the phone instead of having people send the information in via a form. As long as the person we are speaking to is the account holder and has fully verified their account information we can take the required information over the phone and send it to the necessary department.[/background]
Coworker: Sorry, ma'am, but unless we can speak to your husband we cannot update this information over the phone.
Caller: What do you mean you need to speak to my husband?! I have been calling in for years to give this information over the phone! Don't you tell me that you need to speak to him when you haven't needed to before!
Coworker: Well, ma'am, we only started taking this information over the phone four months ago, and the process in place states that we need to speak to your husband as he is the account holder.
Caller: ...uh... *click*
My coworker messaged me about the call and we both came to the same conclusion: the caller was full of shit. Not that it was that hard to figure out. I get why unauthorized callers try to pull this stuff - they figure that the agent will back down and just do whatever it is they want. But considering that we deal with health benefits and financial stuff we are bound by very strict rules. Liars can suck it.
) and by the way we've been requiring prepayment since 2002! Shuts them up fast.
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