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

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:

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

The other day I had an Asian from somewhere in Asia try to to tell me her name was BROOKLYN.

If the customer service agent was Filipino, it's entirely likely that was her name.

99.9% of USA phone based customer service has been sent over to the Philippines.

My source for that info is a Filipino American I attended school with.

Wrong. It's a very popular country for it (because it's the 5th largest English-speaking country in the world), but I've had calls handled in India, Mexico, and Costa Rica. I also had a friend working for a US call center company based in Paraguay.

Most call center jobs are entry-level jobs with few skills required. Yes, they are following a script to ensure consistency. If you learn to work with that, you can have a succesful call.

Ineffective: "My flight was cancelled and now I can't go to see Grandma for her birthday tomorrow and she's turning 80 and I hate flying because of things like this and..."

Effective: "I received an email that flight 123 was cancelled. Can you rebook me on flight 789 departing this evening at 8:30pm? I tried online but it says to call this number instead."

More and more are switching to the Philippines. I recognize their accents on the other end of the phone.