First off after re-reading this...I am not as illiterate as this sounds. LOL I can't type on iPhones I swear.
No John...not directing at anyone at all. The reason I hate that as a security is it has zero substance. It does not give the lead a shelf life at all. When we would buy TM leads and they would use favorite color, they always were a majority the same.
Pink, blue and black. The purpose of the security question is to remind the customer of the call when the agent gets a hold of them.
My point is really...use something that truly reminds them of the call. Even when I hear companies use "favorite hobby". We use that but not as our first choice. However my reps are not allowed to push for the answer or what we call "coach" for the answer. EX: Do you have a hobby? Something you like to do in your spare time? cust: "no" Could be anything? Do like to read, go for walks, watch tv....thats coaching. It's not a unique answer because the customer didn't come up with it.
A good security question should do 2 things.
1. Help remind the customer of the call
2. Lead the agent directly into a "warm up"
EX: Just so you know it was my call center rep you spoke with they asked you a security question and the answer you gave was Tiny...the name of your Pitbull?
GREAT! So...that's an unusual name for a Pitbull....etc....
You can't do that with "favorite color".
My favorite color is warm pink center, inside joke, those who were there will understand lol, not trying to hijack