Inbound Scripting (Help)

[Isctgjs]

Good morning! I am the Inbound Call Center Manager for a 400 seat Call Center. We currently have customers that demand our agents first and last names during a call. We currently have our agents just state their first name for their protection. I would like to know how other Call Centers are handling this type of situation. Do you have any set procedures when a customer wants to escolate the problem straight to the CEO? I really do appreciate your assistance!

[mpsheehan]

We have a policy not to disclose the last name of the employee for security reasons. In this day and age that should be understandable. We do allow the first name and if pressed a TSR ID number that is unique to the TSR.

[cjw17]

We routinely provide first & last name as part of our greeting. It has never created a problem in the 15 years I've been here. During that time we've had thousands of representatives. I think the key is that your customers feel they need to have recourse if they have to call back & can't identify the person they spoke to previously. An employee identification number should suit that purpose.
Your other question dealt with customers who want to escalate to the top. We have one dedicated Presidential Assistant who handles all issues directed toward the Executive Staff. The executive is apprised of all such issues, but the assistant handles all the research and customer interaction.

[katron]

Hi,

Neither the first nor last name could be given to the caller. Usually, every Rep. has a code name that uses to answer calls. Code name should be known internally and recognized by the management. For demanding clients, ID number and code name of rep. would be sufficient. Customers would certainly understand the security behind the system.

katron