wh5916
join:2006-02-09
Newport News, VA
1 edit | reply to ExitWound
Re: Happened to my mother! said by ExitWound:Mom: NO. I WANT OFF. I DON'T WANT AOL ANYMORE. CAN YOU NOT UNDERSTAND THIS? AOL: I'm sorry ma'am, but you've interrupted me. Now I have to start all over again. And this, in a nutshell, is one of the biggest problems with call centers...and I speak from experience, unfortunately. In many cases, there are script/points that the CS rep is ***required*** to touch upon, no matter how silly or pointless that they may be to the person who is calling in. Try to show some common sense by deviating from a script or required point if it isn't needed, and you risk flunking a call monitorial--and the people who monitor calls can be just as ignorant/stupid as the ones who seem to think that rigid scripts/points to touch on is the only way to run a call center.
The powers to be who make these ridiculous rules have probably never put on a headset and been made to abide by the absurdities that they sit back and create. The result? A call center filled with people who come across as mind-numbed zombies. |
