Yeah, I hate that too. Usually, it's because customers don't see the Return On Investment for CTI (Computer Telephony Integration). CTI is the only way to get this info to the CSRs, but for many customers, that's all they'd use the CTI for. Again, caller satisfaction just isn't worth the thousands it would cost for decent CTI. Of course, there are also security/privicy issues about having to speak a credit card or bank number aloud at all, ever. Most people can't understand DTMF from someone's cellphone in the next seat on the bus, but speaking all that stuff in public? No, thank you.

It's a shame, but like any other aspect of customer service, the only way we can make it better is to complain LOUDLY to the companies that don't consider customer satisfaction as a top priority. So, if you have the patience, always ask for a supervisor (who has to make notes of customer complaints) and explain how annoying it is to enter all your info just to have to speak it all again.