Collecting info early serves several functions:
- confirming you are a real user
- routing / escalating you appropriately
- weeding out unmotivated calls
- generating analytics about inbound in volume
- (potentially) improving your handle time
As you can see, the frost four bullets have value even if the fifth one is ignored, so "vestigial" identification steps have a reason to persist even if they don't follow you. Add in a couple of reasons that the info might not get passed:
- fear of fraud
- constantly shifting tech platforms
- org boundaries, like using an outsourced call center at certain times of day
And there are a lot of ways you can end up with repeat asks.
Bonus: the same reasons this info doesn't get passed makes it harder to track the negative impact to it not getting passed along, so it is hard to prioritize a fix.
As you can see, the frost four bullets have value even if the fifth one is ignored, so "vestigial" identification steps have a reason to persist even if they don't follow you. Add in a couple of reasons that the info might not get passed:
- fear of fraud - constantly shifting tech platforms - org boundaries, like using an outsourced call center at certain times of day
And there are a lot of ways you can end up with repeat asks.
Bonus: the same reasons this info doesn't get passed makes it harder to track the negative impact to it not getting passed along, so it is hard to prioritize a fix.