Quote:
Originally Posted by Russ B
There are certain cultural issues too. When it comes to mannerisms on the phone, the Indians don't seem to understand that some people like to be able to 'chat' to agents. I don't mean to discuss their day etc but when talking about the reason for the call, to be able to discuss it informally.
If a CSA can 'personalise' the call by chatting and being 'human' rather than sticking to a script or process then I'm going to have a hell of a lot more confidence in who I'm speaking to.
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That is exactly how we UK agents are supposed to structure the call as it is a part of our training.