I had someone ask for my name. I told them my first and last name. They said it wasn't correct. After a few minutes of discussion, it turns out the person wanted my name as it appeared on my card, which is first name, middle initial, last name and a suffix. I told the person as feedback that what they asked for and what they wanted were two different things. I'm not optimistic that anything will change.
No it’s the lack of the banks setting up incentives that allow these agents to act in a better manner.
They have metrics and bosses. They do what they’re instructed to do by the banks, full stop. Or likely more precise the company that the bank contracted for the service.
It’s dehumanizing to suggest these folks lack critical thinking skills, given the incentives of the whole thing from the top down incentives their behavior. They’re only responding to the incentives of the system
