I'm very glad people with a soap box are catching up to dark patterns like this. Perhaps "deliberately dropped customer service calls" will become common knowledge, and become scorned, so that service reps can point out this kind of immoral behavior if and when management imposes it. Won't make any difference, but at least line managers will be uncomfortable for a minute.
Thank you, interesting note! 2005-2015 or so, I answered every call. This was the "Rachel from cardholder services" period. I gave my name as "Edward Snowden" for a while. On one chat with a "service rep" another voice with a N. American accent commanded the rep to hang up because Snowden was "that spy". Has the identification job been lost to AI?
You don't need AI to identify a caller's phone number as a particular client. If the caller's number is not available, customer service isn't either (surprise!) --- but please leave your client ID and a phone number so we can return your call --- maybe.
It's called CRM --- "customer relationship management".
