Reply #5: I Can Answer With Authority [View All]

[REP]

CSRs are not required to give their last names because they must list their names in the phone book. While the vast majority of customers realize that the CSR on the phone did not cause the disruption in service due to either weather or the customer's refusal to pay the bill, every now and then, one reacts badly and comes into the office with a knife or a gun - or drives a truck into the building. If the CSR gave out personal information, those deranged customers could just as easily show up at their homes.

This is the real reason. I was there the day the nutcase showed up with the knife because some idiot in St Louis gave out physical address (also a no-no) and the day one showed up with a gun. It has nothing to with "accountability" - the schmoe on the phone is the LAST person who has any real power to address why the physical phone line is out. They don't have to give their last names or employee number to anyone, ever, for any reason and if you use threatening and/or abusive language, they can terminate the call. Not a single one of them is being paid enough to put up with that bullshit.