Are Americans to blame for the "annoying scripts" that overseas customer service reps recite?

[Anonymous]

It is bad enough I have to speak to someone overseas in regards to a customer service issue for a USA based company.

Then on top of that I have to deal with their annoying script responses to my questions.

Are Americans to blame for the "annoying scripts" that overseas customer service reps recite back to Americans?

Some nerd who was bullied in grammar school who eventually becomes CEO of a company and then decides to get his revenge by outsourcing customer service reps overseas and giving them annoying scripts to recite back to USA based customers?

[Anonymous]

Yes. Who do you think sets up their company there. Hires them and trains them?

Americans.

[Anonymous]

That's a lot to unpack,OP.

[Anonymous]

Our major supplier used to use a technical support center in the Philippines for dealers like us. Last year they made a big deal at their annual trade conference about how they were switching to US-based staff. The announcement was peppered with the usual dog-whistles you would expect. A year later, we are wishing they would switch back to the Philippines; the staff was more knowledgeable, more efficient and spoke better English.

The challenge seems to be the lack of good call center staff in the US who are available on the cheap.

[Anonymous]

Anonymous wrote:Yes. Who do you think sets up their company there. Hires them and trains them?

Americans.

Are they not allowed to venture away from their assigned scripts?

THEY ANNOY THE HELL OUT OF ME!!!!!

[Anonymous]

Anonymous wrote:That's a lot to unpack,OP.

I HATE BOTH OF THEM. THE OVERSEAS REPS AND THEIR AMERICAN BOSSES

[Anonymous]

Anonymous wrote:Our major supplier used to use a technical support center in the Philippines for dealers like us. Last year they made a big deal at their annual trade conference about how they were switching to US-based staff. The announcement was peppered with the usual dog-whistles you would expect. A year later, we are wishing they would switch back to the Philippines; the staff was more knowledgeable, more efficient and spoke better English.

The challenge seems to be the lack of good call center staff in the US who are available on the cheap.

Rural middle America Americans in low COL areas > Foreigners

[Anonymous]

The scripts are really bad. They’re patronizing and make every call take much longer.

[Anonymous]

Anonymous wrote:The scripts are really bad. They’re patronizing and make every call take much longer.

The nerd CEOs have taken their grudges (trauma from being abused in grammar school) into adulthood and now we all have to suffer because of it.

[Anonymous]

OP asking the hard hitting questions

[Anonymous]

I very rarely have any problems with phone customer service people. I find them to be almost universally polite and helpful even if I have trouble understanding them. I really think if you have trouble with phone customer service, the problem is you.

The automated menus and the wait times? Yes, frustrating. But once you get a person you should be fine.

[Anonymous]

Anonymous wrote:

Anonymous wrote:Yes. Who do you think sets up their company there. Hires them and trains them?

Americans.

Are they not allowed to venture away from their assigned scripts?

THEY ANNOY THE HELL OUT OF ME!!!!!

No, they are not allowed to venture away from their scripts. Not venturing away is in fact drilled into them.

Many call center employees are in fact far more intelligent than the scripts, and if you ask them, they’ll tell you that they have to do what they’re told even though they know it’s not ideal.

[Anonymous]

Read by like Indians named John and Mary?

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:Yes. Who do you think sets up their company there. Hires them and trains them?

Americans.

Are they not allowed to venture away from their assigned scripts?

THEY ANNOY THE HELL OUT OF ME!!!!!

No, they are not allowed to venture away from their scripts. Not venturing away is in fact drilled into them.

Many call center employees are in fact far more intelligent than the scripts, and if you ask them, they’ll tell you that they have to do what they’re told even though they know it’s not ideal.

People record calls now and the representatives are held out as agents of the company. No one wants to be bound by a dumb promise their call center representative makes

[Anonymous]

Anonymous wrote:Read by like Indians named John and Mary?

I guess you were going for an edgy joke, but you picked two names that are common in India.