"Excellent ..makes the customer feel good and assists with effective service within a short time frame.."

"Good and Bad. With the account number would ease and shorten a front lin eprofessional to retrieve the customer informtion. However, the customer might not have the account number on hnad all the time. A better way would be mutiple retrievals, account, phone number, etc."

"Agreed. very frustrating to customers when they have to punch in their account number and repeat it once connected."

"Your first suggestion may never be resolved in some companies due to the technology they have and which queue the call goes to etc. It is annoying but not able to be dictated"

"Possible with Automation"

"Good - The above ensures a seamless and positive process from point of order to point of invoice."

"Keying in a 16 digit credit card number into a phone and then being asked for the same number is so frustrating. If it does not benefit the customer then why is it there? CTI is commonplace so lets start ensuring that technology is used properly."

"Good - If the system can't pass along the account information, we shouldn't request it at every stop in the customer journey."

"Much better to irritate the customer even more by leaving this vital information till the last possible moment, since they probably won't have it to hand, and will have to call again, and with a bit of luck, will get somone else"

"good - nothing more frustrating for our customers"

"Yes, totally agree. System can be developed to help the professionals on the job"

"Agreed especially on passing the accurate information with speed to Dispatcher in the case of Emergency Call Center (included in Emergency Call Handling SOP)"

"Great point-we advise internal transfers of the customers information and that the caller online is fully verified to avoid having to repeat information"

"Customer info should be on a screen with most recent communication on top. Account # should be readily available and seen by company person on the call."

"A good resolution. However, this resolution does not apply to our org as our system at the onset already requires the caller to input their Identity Card No. and the full particulars will be automatically retrieved and flashed on the screen to facilitate the caller's enquiry. Secondly, passing of information to another officer is a non issue, as it is the current SOP for the first CSO to key in the logs of the customer's enquiry for the benefit of subsequent handlers of the call."

"Yes i agree that a customer should not repeat the information he has already provided whether through an automated process or through one on one interaction. This may have an impact on the customer that we weren't attentive enough to capture their query in the first instance."

"Absolutely."

"It is good. In today's world of great technology, IVR as well as ACD is integrated with the customer database and before the call is answered, the display shows the name of the customer along with the account number."

"bad- set up a proper system to establish this flow."

"agreed"

"good; to save time and satisfy the customer;"

"Agree"

"This is very much required and there are products available in market to support this functionality."

"Good, reduce customer effort and frustration"

"Good- Customers do like to repeat themselves hence the need to ensure that professionals have all the details when they engage."

"Good - standardized computer-telephony-integration across the industry would be a god-send, it would save heaps of time and enhance the customer experience!"

"get rid of your IVR and this won't be a problem neither will 5"

"totally agree!!!"

"Good, It also for efficiency of contact AHT"

"It is basic requirement."

"Yes! Saves times and keeps customer interaction concise."

"TRUE"

"2nd part is more annoying item at present. This is more of internal process improvement where 'already collected data' to be recorded in the system for next person's reference."

"agreed - good warm transfer practice."

"Not sure about this."

"Yes you have to transfer the call with the front page of the customer"

"good resolution - we laready did that"

"Good- Benefit in two way firstly Agents get confidence with customer history secondly Callers get personalized services."

"Good."

"This should be the standard practice."

"Agree, Agree, Agree.
This is basic customer service and should always occur - although it often doesn't."

"I agree, this is a big issue once you give (as a customer) the info and you don´t want to repeat it."

"Agreed. Warm transfer procedures should include these as default. Best option however is to have systems with auto-populate functionality."