[evrydayhustling]

Collecting info early serves several functions: - confirming you are a real user - routing / escalating you appropriately - weeding out unmotivated calls - generating analytics about inbound in volume - (potentially) improving your handle time

As you can see, the frost four bullets have value even if the fifth one is ignored, so "vestigial" identification steps have a reason to persist even if they don't follow you. Add in a couple of reasons that the info might not get passed:

- fear of fraud - constantly shifting tech platforms - org boundaries, like using an outsourced call center at certain times of day

And there are a lot of ways you can end up with repeat asks.

Bonus: the same reasons this info doesn't get passed makes it harder to track the negative impact to it not getting passed along, so it is hard to prioritize a fix.