Cable Forum - About time

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Paul K

04-01-2006 17:57

About time

BBC

Quote:

Workers at Lloyds TSB call centres have been told they must no longer read from scripts when talking to customers because it makes them angry.
Researchers found that 90% of people got annoyed when they were talking to call centre workers who were obviously reading from a script.
Most customers said they thought this led to staff failing to listen or answer questions properly.
Scripted conversations were impersonal and often went on too long, they said.
Call centre staff agreed that reading from scripts slowed down the process and 86% of them backed scrapping them.

So that's one company seeing sense on call centers.... how about the rest of them :erm:

Enuff

04-01-2006 18:01

Re: About time

Quote:

Originally Posted by Paul

BBC

So that's one company seeing sense on call centers.... how about the rest of them :erm:

Agreed! :tu:

Chris

04-01-2006 18:11

Re: About time

I wonder how many millions they wasted writing scripts in the first place, and how many millions they wasted on consultants to find out the customers and the staff hate them ... :grind:

grandmaster

04-01-2006 18:17

Re: About time

It get my thumbs up,

Agree about the wasted money though !

Tuftus

04-01-2006 18:35

Re: About time

Lets hope that this is a return to speaking to humans in call centres and not robots!

ala - Computer says no....

ScaredWebWarrior

05-01-2006 08:16

Re: About time

Quote:

Originally Posted by Paul

BBC

So that's one company seeing sense on call centers.... how about the rest of them :erm:

In the article it also says:

Quote:

Other banks already follow different procedures.
Barclays, for example, said their call centre staff did not follow scripts, ...

Meanwhile, First Direct, part of the HSBC Group, said it only scripted its security clearance questions.

So it seems this lot is hardly breaking new ground.

Saaf_laandon_mo

05-01-2006 09:58

Re: About time

Hopefully MacDonalds will follow suit. If I want large fries I'd have asked for them in the first place!

Paul	05-01-2006 10:22

Re: About time

Quote:

Originally Posted by Saaf_laandon_mo

Hopefully MacDonalds will follow suit. If I want large fries I'd have asked for them in the first place!

I never get asked that .....

Russ	05-01-2006 10:25

Re: About time

It would be nice for them to get rid of there "is there anything else I can help you with" line - I don't like speaking to callcentres so I like to get off the phone as quickly as possible so when they come out with that as I'm trying to say my goodbyes is SO annoying.

Saaf_laandon_mo

05-01-2006 10:26

Re: About time

You might not need fattening up then........ but any way Im all for call centres removing scripts, but Id still say bring them back to the UK too. As polite as the operators in the Indian call centres of Abbey National are, I can see myself losing my temper even quicker if they didn't have a script to follow.

Stuart

05-01-2006 10:47

Re: About time

Quote:

Originally Posted by Saaf_laandon_mo

Erm, any time I have spoken to them, the operators in the Indian Call Centres for Abbey National have been anything BUT polite.

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