Why do most customer service reps in call centers refuse to give you their last name?
Asked by Melissa
I also work in a call center and am required to give my first and last name when answering the phone. My neighbor works in a call center also and gives her extension number when a customer asks her for her last name.When I called the cable company the rep refused to give me her last name, just her first name and an operator number, saying "we dont give our last names!" somewhat rudely.It just seems more professional to me to give customers your full name.

Best Answer:
I work for in a call center for a cable company. I give my first name and last initial and my extension number. The reason why I don't give out my last name is for my own personal safety. I have had people threaten me and telling me that they will be out in the parking lot waiting for me at night. I do not want people that are that upset about thier cable being turned off for whatever reason looking up my name and address. You would be surprised at the types of calls and threats that we deal with on a daily basis. It is very scary. If I worked for a call center that was in another state, I wouldn't hesitate because people are less likely to track me down a few states away. But since I work in a local call center, I will never give out my last name. I hope this answers your question. We are not being rude, just concerned for our personal safety. I wish that you could hear some of the calls that we take.

Could be a privacy issue. Imagine the customer is so pissed and psychotic and they have your full name as well as your employer. Not a pretty scenario.
Answered by bluehellno

They claim security but as an often frustrated consumer I am forced to beleive that they refuse so it becomes harder to complain to management about boorish behaivor.
Answered by dk

That is why. So when they are rude, they can't be reported.
Answered by tmills883

Because they don't expect to work in their position long enough to be fired for providing you (and everyone else with whom they come into contact) such lousy service.
Answered by rgs0

I would not give my last name either, espcecially if i was listed in the phone book. Easy to track and stalk. or even worse.
Answered by Jesus Loves Us

I worked in a call center for 3 1/2 years and was not required to give my last name for privacy issues. We could if we wanted to, but not required. I am happy I never did, for I had a co-worker that did, and the sicko found her and stalked her! She was able to get rid of the guy through legal means, but she never should have had to deal with it in the first place.
Answered by noblesusue

Having worked in such a call center, it's to protect the agent from looking you up in the phone book and coming to your house and beating the crap out of you. 99% of people that get really irate is their own fault because they don't listen. In a twinkle of an eye a caller can become belligerent no matter how happy they are or how many jokes they say. In fact, we weren't allowed to even say where we were, we picked some other place far away. With a full name, city, and state, and I processed 14,000 calls a year, one nut is all it takes to make your life hell no matter how wrong they are. The reverse can also be true: In one instance, the agent knew exactly the address of the caller that wouldn't stop his colorful and detailed threats should he ever see him. Unknowing to the caller, the agent did knock on his door and threated to see what would happen should he be serious. The caller in this case never opened the door, and the agent left proud that he stood up to him in person.
Answered by yars232c

It's usually a matter of policy. Some companies will fire employees for giving out last names because of historical fraternisation with customers ("maybe we could meet up and I'll get you a discount"). Employees usually follow their corporate rules for that reason, so they can't be threatened, and also because... When you make a call and it's routed to a call center it's usually the case that it is being recorded. This is for "training purposes" but mostly to dissuade stalking and other criminal behavior.
Answered by sgrfsh

They normally use a "fake" name. My friend works for a cable company and her name is Krystal but she calls herself Anna over the phone. I do not think that You should haft to give your realy first and last name...there are some sicko people out there!!!
Answered by tatum23

Pretty much what everyone else says, although, I have a couple of friends who worked such miserable jobs. One had a guy calling her back repeatedly to ask for dates; another had flowers sent to her, and yet another had to file a police report for a bomb/bodily harm threat. They gave their last names. What were they thinking?!
Answered by Girl360

its against my jobs company policy
Answered by rissa

I am working as a temporary at a call center at the at the moment and we don't give out our last names; the reason we do not give out our last names is that there are three call centers in three different states. What they found would happen is customers would call and would ask for that rep by first and last name. This is obviously a problem for the call center is they are calling and get a call center in which that rep is not located. They also want to have any of their reps be able to solve any customer problems. It is made possible when representatives don't give out their last names.
Answered by goduti@sbcglobal.net