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Email From Dish Network
Posted 16 March 2013 - 11:49 AM
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Posted 26 March 2013 - 10:22 PM
My point is that the system should not display the information to the CSR until the CSR types in the proper pin number and secret answer.
You would also have to allow for customers who forget their PIN numbers and/or secret answers, but that could be automated as well. Ask them several questions like "How much was your last payment?" and "what is your receiver number?" and "How long have you had continuous service with Dish?" and "How long have you had HD service with Dish?" Add points for correct answers and subtract points for incorrect answers and assign a point value to allow the CSR to reset the secret question/answer.
A double-blind system has been discussed before. The problem is the trade-off for security against customer accessibility. Assume your average customer isn't that great at retaining service information (which is true); how do you service that customer securely while also enforcing strict enough requirements to keep others out? How do you ensure the requirements are equally consistent across all customers knowing that?
There are several trains of thought at DISH. Some are proponents of security that would make military encryption look tame; others are customer service background. Both have valid points, but the balance in-between is decided often by a single executive, and that person usually leans towards one end of the spectrum or the other.
Stricter requirements mean safer accounts, and more difficulty for customers to access. Softer requirements mean easier customer access, and easier security measures to compromise.
1. All is fair in love and war.
2. Nothing is absolute but death and taxes.
3. "Only two things are infinite, the universe and human stupidity, and I'm not sure about the former." --Albert Einstein
4. If you think the above three things shouldn't apply to you, e-mail CEO@dishnetwork.com.