From a customer serivce agents point of veiw this has to be explained.
When a agent firsts starts with the company they are trained on one aspect of the company for example:
Customer services: Are trained to deal with equipment orders billing upgrades change of packages etc.. Cmustomer service agents can only deal with these issues..
Technical support: Are trained to deal with technical help and enquirys.
Moving house team: Can only deal with moving house and change of telephone numbers
Wireless and talk customer support: Can only deal with live box enquirys and billing etc.. For customers who are on wireless..
Not the main account holder: Due to data protection the main acc holders name which is on the acc or the thirdparty can only be spoken to on the account in no circumstances can any one else be spoken to on the acount.
There's been plenty of times my son has called up if his email is not working or something, and Tech support have spoken to him... I'm fairly certain the data protection act doesn't cover general technical advice.
Yeah general advice or publicly known info is often given whoever calls, its just when anything specific is needed from the account that data protection comes into play.
Yeah general advice or publicly known info is often given whoever calls, its just when anything specific is needed from the account that data protection comes into play.
Ok for instance.. When you have problems with emails.. A username and password is needed most people do not know these detials! Instead of moaning about it get 3rd party access placed for who ever will be speaking on your behalf.. Its sooo simple!
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