If you think about how phone support works, it would be pretty challenging to prevent the support staff from being able to access an arbitrary account.
You'd have to set up a system where the phone tech could not access the account data unless the customer relayed the right name, SSN, or whatever other validation that they were the right person (people forget passwords!). But this means you need to be able to look up an account by some kind of PII, or at least ask the customer to cite some recent purchases (to prove ownership)... in which case the tech has to be able to see the purchases to validate them!
Anyway, I'm sure there's some path here to make it mostly possible, but I don't think it's easy and I'm sure it's a higher-friction customer support experience.
yes, I sort of assumed--maybe incorrectly--that these employees/contractors handle chats and calls that were initiated from the help center and a logged-in account.
agree with grandparent that incoming cold calls would be more challenging in terms of both authenticating the caller (some places I've called just seem to match phone number) and limiting access to information.
You'd have to set up a system where the phone tech could not access the account data unless the customer relayed the right name, SSN, or whatever other validation that they were the right person (people forget passwords!). But this means you need to be able to look up an account by some kind of PII, or at least ask the customer to cite some recent purchases (to prove ownership)... in which case the tech has to be able to see the purchases to validate them!
Anyway, I'm sure there's some path here to make it mostly possible, but I don't think it's easy and I'm sure it's a higher-friction customer support experience.