Ever wonder what call center agents are looking at while trying to help you? Agents have only the tools they need to access your account, and nothing more.
"There's a manual that they follow, that tells them exactly what can and cannot be done in every case. They log into several programs when they come to work.
First, the program that sends them the calls. Then, there's the work station program. Here is where they make notes, and open cases. If something needs to be done, like moving funds into the correct account,...
