Who am I speaking to...?

[GRC]

I am wondering if there is any legal obligation for call centre operators and the like to give you their name when you ask for it. I have a couple of instances lately whereby people just give you a 1st name (pointless in a big organisation), or flatly refuse altogether. Surely if they are representing a company you have a right to know?

[redcrx]

they could say anything and you wont even know if its really their name.

My sister works at a large company and she is only at liberty to give her first name if requested.

[craft1948]

I just used to make a name up.......then everyone was happy..

[redcrx]

good idea craft. The customer would never know.

[mrs_overall]

One large organisation that uses Indian call centres instructs their operators to give English names, so you get bizarre conversations with someone from downtown Bombay calling themselves Harold/Cedric/Dave etc when you know full well their name is false.

[craft1948]

mrs_o........in BT's indian call centre they are all given english names.......they get briefings on the english weather and are given a run-down on what is happening in Corrie, Eastenders, and Emmerdale so they can chat to the customers...

[mrs_overall]

Pah! That's downright fraud.

[fredpuli47]

Why would they be forbidden from giving a name? .GRC , you have a point. First thing I ask is 'Who am I speaking to?' It can save time later, when I get passed around the system or have to ring back, only to find I've got someone else, who hasn't the faintest idea of what has been said or done or what I'm referring to.
Tthey can always use a work name rather than their true one.
There's no legal obligation.You can still sue the company using anything done or said by them in the course of their employ, whether they give a name or not !

[squarebear]

People won't give out their names in case you look them up in the phone book and go hunting them down.

[saxy_jag]

I've worked in a call centre. As an operator, there is no legal obligation to give callers your name. It's your choice, but it's good practice to do so as it helps foster a good relationship with customers.

Depending on the nature of the centre, it's not always advisable for the operator to give their surname. It could raise security issues in sensitive environments. In fact, if you phone the Samaritans, the operator is always called Jo(e).

[north star]

I always ask for their christian name and extension number and note the time, which then identifies the actually person whilst still retaining their anonymity.