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

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[quote=Anonymous][quote=Anonymous]I've worked in a few call centers. All for major companies- banking, automotive, insurance, and beverage. All but the automotive and insurance companies outsourced overseas. For all companies there was a script we had to stick to. We were graded for calls at random. If we deviated or did not say all of our requirements we would fail and eventually be fired. So it's not necessarily an "American CEO" you should be upset with. It's job requirements, just like the requirements that any other job has. We can't do whatever we want just because a customer wants us to[/quote]

Same during grad school. We had to demonstrate empathy as point one. But the graders did not understand the difference between empathy and sympathy. So after one round of getting dinged for not using the word "Sorry" when someone called in with a positive/neutral situation, I developed my own script. "Oh, it's a sunny day here in the mid Atlantic, I am sorry you are on the phone with me instead of outside bla bla bla" After that my calls were played for other people in their 1:1 evaluations as an example of how to demonstrate empathy. And the grades we were given: Moment of excellence, moment of mediocrity, or moment of misery. I hated that freaking job, but I learned so much about dealing with people. Pro tip: Everyone will stop talking eventually. Not ever worth cutting anyone off.[/quote]

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