You should expect this threat environment for both yourself and your customers. Wish more banks would do what Stripe does here: “Log into your account and use the ‘auth a support rep’ feature. I will read you some digits, you verify they match, then read your digits to me.”https://twitter.com/DigitalLawyer/status/1181348689756864513 …
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(Banks don’t do this because an extremely material portion of their business still does not use the website or app or cannot quickly access them when called, but this is less likely to be true about your customers than theirs.)
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And yeah, nobody on the phone is who they say they are until they have given you an internal extension that you can route from a known-good phone number. Their call center or similar almost certainly supports incoming calls and temporarily pausing a queue while waiting for one.
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(We called it “auxing out” since pushing AUX on the phone would put you in the auxiliary queue, which was never assigned to, and thus the only way your phone would ring was if someone dialed your extension specifically.)
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Replying to @patio11
I'm surprised that normal call centers support this, and I'm curious about the mechanics. How long can staff stay auxed while waiting for the customer to call back? Are there mechanisms to prevent them from using this for unscheduled breaks?
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Where I worked, a) indefinitely and b) your manager got a daily report of how long you spent in AUX (and other queue states) and if that number was markedly higher than expected you’d be asked to explain yourself. e.g. Don’t be in AUX over lunch.
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