I wonder who got the lucky draw of using Lois Lerner as their alias?
A friendlier Healthcare.gov call center prepares for rush
Ronnell Nolan, who heads Health Agents for America in Baton Rouge, said she and some of her members long suspected call-center workers weren't giving them their own names. Nolan recalls dealing with someone who went by what sounded like the same name as actress Halle Berry. Turns out, they don't use their own names — and it's with good reason, said CMS spokesman Aaron Albright,
Representatives use aliases and won't disclose their location because of prior threats, he said, calling it common practice in the industry. Call-center managers know the reps' aliases and the system automatically generates a call record that includes the representative's name, he said. This can be used if there are questions raised about a call and for quality assurance.
"Our call-center representatives are held accountable for their performance," Albright said.
A friendlier Healthcare.gov call center prepares for rush
Ronnell Nolan, who heads Health Agents for America in Baton Rouge, said she and some of her members long suspected call-center workers weren't giving them their own names. Nolan recalls dealing with someone who went by what sounded like the same name as actress Halle Berry. Turns out, they don't use their own names — and it's with good reason, said CMS spokesman Aaron Albright,
Representatives use aliases and won't disclose their location because of prior threats, he said, calling it common practice in the industry. Call-center managers know the reps' aliases and the system automatically generates a call record that includes the representative's name, he said. This can be used if there are questions raised about a call and for quality assurance.
"Our call-center representatives are held accountable for their performance," Albright said.