The clones who field phone calls are simply reading from a script on a computer screen. That includes the name they use. The psychologists who set up the script decide on a name that will appeal most to the person calling.

In both customer focused companies I work for, all staff give customers their real individual first name.

If there are any changes on a customers account the member of staff will comment on the account in their name and sort out the issue. I've never heard of everyone using the same name in any organisation - nothing would ever get solved.

Hope this helped!

Sure seems like the ones I've delt with from India all have the same American names.

Mostly companies abroad like in india use those silly names. sometimes when you chat with them online, they will use those western names when clearly they are sitting on the side of the world.

Is it true that customer care assistants may all answer phone calls and reply to e-mails using one name, for example 'Sarah', in order to make the customet feel like they are receiving more 'informal' help and that their problems are being seen to by the same person? I'm hoping someone who has worked as some sort of cusomer care assistant can really confirm this!