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[sir moanalot]

Yep totally agree with the scripting issue....as a company we dont script anything or ask our advisors to conform outwith the essentials ( DPA)

oh in that case you dont work for my company!  if i required a part i usually have to remember their script and have the answer ready for them even though it is not in a sequence that helps me give the information.

[Andy B]

Human resources .....

Or  Auntie-personnel!
Another group who can only work to the script. Our head of personnel/HR was 27!! F'in useless cos she was still wet behind the bloody ears no no idea of life apart from what she'd read in a book.

......
What makes you say that Andy. If a graduate qualifies from uni with an excellent degree and has perhaps worked part time lets say in a bank contact centre whilst he studied. Would it be that bad for the graduate to go full time for 18 months as an advisor before moving into a marketing department, managerial position, etc?

As an apprentice in the Navy, there used to be a Chief Petty Officer who used to say of the uni graduate Ociffers (sic) that 'They could find the square root of a banana, but they couldn't peel and eat it!"
There have been loads of people since that I could have pinned the same label on.

[Chopsdad]

They can be problematic and annoying, esp the offshored ones due to an accent/language barrier. However, I find if you just go along with their scripts, simply answering the simple questions, things are much more positive...

When you have to repeat yourself over & over & over again you get your back up. 'Michael' in New Delhi then starts to get the hump cos you are losing patience with him, & you end up slamming the pnone down. You then get in the car, drive to the bank & do the transaction in one go over the counter!  

Vote with your feet & switch Bank's then.  NatWest calls are answered in branches and if busy divert to UK call centres.  Not without issue, but many people's problems are caused by themselves.  Call your Bank, Insurance Company, Internet Supplier with no passwords etc then life is always going to be hard.  Call Centre staff simply don't have the authority to work outside the box, in many cases and this is misinterpreted for incompetence - unfortunately some are actually incompetent of course.  

[Markjay]

The key is to just patiently answer there scripts. Not give extra info. Not get impatient coz the question is daft - the operator often cannot move to next q until this one answered. They dont enter in the other extra info you give them (unless asked later). Stick to the script!

Yep... when we call manufacturer's warranty support line to report a faulty hard drive or tape drive etc, we have a script of our own which consists of the 'correct' answers... try explaining to a call centre 'engineer' in some remote part of the world that the ide hard disk drive is broke 'cause it ain't spinning under power - and you'll get nowhere fast. If, however, you will answer yes when asked if you have downloaded and ran the diagnostics utilty from the company's website and checked the bios and so on and so on (most of which can't be done anyway with a dead PC which is what you get when the drive packs-up) he will happily provide a replacement. I learned this the hard way, my initial calls to these call centres usually sounded like a replay of Monty Python's Dead Parrot sketch...

[Auto Addict]

The key is to just patiently answer there scripts. Not give extra info. Not get impatient coz the question is daft - the operator often cannot move to next q until this one answered. They dont enter in the other extra info you give them (unless asked later). Stick to the script!

Yep... when we call manufacturer's warranty support line to report a faulty hard drive or tape drive etc, we have a script of our own which consists of the 'correct' answers... try explaining to a call centre 'engineer' in some remote part of the world that the ide hard disk drive is broke 'cause it ain't spinning under power - and you'll get nowhere fast. If, however, you will answer yes when asked if you have downloaded and ran the diagnostics utilty from the company's website and checked the bios and so on and so on (most of which can't be done anyway with a dead PC which is what you get when the drive packs-up) he will happily provide a replacement. I learned this the hard way, my initial calls to these call centres usually sounded like a replay of Monty Python's Dead Parrot sketch...

Vx Customer Care have a very good call centre......