Could you please spell out your first name and last name?

Yes. I agree with you. Sometimes they will say that the call is misrouted, and they need to transfer the call to the right department, then the call will be disconnected. I think sometimes they purposely do it so that they can maintain their average handling time. I also think that some of these reps are so lazy to do their job that's why when they transfer the call, they don't bother to explain to the next rep the issue. This next rep will ask you all over again your full name, complete address, and the like. It's really a waste of time!

all calls received by the agents are recorded and monitored.in some they were only allowed 3-5 minutes to resolve an issue or it will go against their performance, asking for names and and address is part of the standard procedure, they are not allowed to proceed to the next step unless the first step is done, even the greetings are scripted, they have to say it every time a customer calls or they will be warned. and they also have the proper procedure to end the call, there are instances that an agent was assigned only to a department who receive complains, they will be shouted at, almost all the time, but just the same, they will always ask for the name and address then check it if it is correct, many complaining costumers will never like it, but that is standard operating procedures which decides if they stay on the job or not. one is the time it takes for them to have the information needed, so there are times that when an agent asks a question but the customer doesn't answer it immediately for whatever good reason that he have then a sort of pressure will be exerted to the agent as time is going out...he could loose his job if it happens many times. of course it isn't the costumer's fault it happened, and it is not also the agents' fault either, but in the end the agent got the worst of it all, by sometimes loosing his job or loosing his benefits, because costumer service is for costumer satisfaction, and for whatever reason a costumer wasn't satisfied, then an agent will be greatly affected, no matter how he really tries to resolve the issue, he sometimes fall short of the time limit set by his company. sometimes an agent is only allowed about two minute rest before he have to answer another call, he should answer the call within 3 seconds or else he will be reprimanded. but that's life for an agent. there is nothing much he can do about it for all the 8 hrs he is in working, because it is part of his job. sit there all day and wish the day will be a lot easier. calls would go smoothly, issues resolved. no complains about his services. have not got over extra time in resolving issues and the like..those who make an effort to keep the costumer on hold intentionally will surely never stay long on the job. how could he? if his calls are checked and no issues are resolved, it will go against him and he is terminated. even if he can resolve the issue but uses more than the allotted time he will still be fired. that's how it is. so don't worry guys, if you think you were not being attended to, it will reflect on them. even if your issues are resolved but they fell short of the requirements it will still reflect on them negatively.

Yes. I understand, Pen_Pal777. I was also a customer service rep. My point here is when I asked the rep to spell out her name, she asked me to wait while she checks on something. She didn't understand that I was asking for her name, not for anything else.