Why do call center agents use fake names?

Fake names are typically used for one or more reasons: The CSR’s real name is really strange and hard to understand. The CSR doesn’t feel comfortable using their real name for personal reasons. Their name may have appeared publicly such as social media and they are concerned about their privacy.

Why is India so popular for call centers outsourced from the US?

Highly-skilled and educated workforce This gives India a unique advantage over other call center outsourcing destinations in the world. This country offers an extremely high-quality workforce who are well-versed with the English language. In fact, French, Spanish and German languages are also becoming popular in India.

Why does customer service ask for your name?

It helps to build loyalty. People love doing business with companies that remember your name and provide personal treatment. Using a person’s name makes them feel important and validated, strong feelings you want your customer to feel during any interaction.

Do customer service reps use their real names?

We’ve heard some companies feel more comfortable by using the first name and first initial of their last name to protect the identity of the representative. Even if you ask them over the phone what their last name is, the rep will not share it with you.

Why is India a global center for call centers?

Today, having call centers in India has become the norm for several global companies. Many international organizations are also setting up call centers in India, because India has a large qualified workforce and can also provide cost-effective call center outsourcing services.

Why is Indian customer support so bad?

Taking too long to resolve problems (21 per cent) and unknowledgeable staff that cannot help (20 per cent) were two main reasons cited for poor consumer service experience. Also, nearly half of the Indian respondents said that customer service is more important than price for buying a product.

Why is it important to always use a person’s name when addressing them?

It makes your words more personal and is interpreted as being caring and empathic. Naturally using your customer’s name will build strong bonds that are hard to break. Using a person’s name makes them feel important and validated, strong feelings you want your customer to feel during any interaction.

Can I give a customer a fake name?

If it is company policy for employees to provide their names to customers, then yes, you have to do it. Refusing to obey company policy can get you fired. Check your employee handbook, if you have one. If not, ask your boss or HR whether you’re required to give your name to customers.

Why do call centers ask for your real name when calling?

It saved them time on each call because there was always a few minute conversation about the name and the accent. And in smaller call centers in local environments…giving out a real name could get you visited or called at home. No one needs that crap.

Why do phone companies make you use a fake name?

And in smaller call centers in local environments…giving out a real name could get you visited or called at home. No one needs that crap. Having to use a “fake name” protects one’s privacy in an instance where the customer tries to trace the profile of the representative that they have just dealt with.

What should I avoid when speaking to an Indian agent?

Refrain from political and economic discussions. Even if you feel offshore outsourcing hurts the U.S. economy (despite research pointing to the contrary), when speaking with an Indian agent try to refrain from blaming him or her for the recession.

Why do some people have different names for every phone number?

It could also fall under ethnicity reasons, while there are countless callers from around the globe who have a different ways of understanding certain names could be one reason. Opting for a better sounding, pronounceable name makes addressing a person easy. , Customer service rep, sup, Director and VP – I’ve seen and heard it all.