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Paul K · 07-03-2010, 10:02

Unfortunately Russ many companies demand that their call centers stick rigidly to the script and act like Borg. Sky was the same, if you went off script to fix a problem you were told off for doing so.
Scripts are there to stop agents having to fully understand what is being said to them and by them in many cases. I know many Sky Tier 1 agents that had to rely on support from other T1s because they had very very basic understanding of PCs, ADSL and the internet but yet were still being placed in a job where they were supposed to competently support all 3.

07-03-2010, 10:02	#6
Paul K Inactive Join Date: Jun 2003 Location: Essex innit Age: 51 Services: Sky HD + 16Mb ADSL BT Telephone Posts: 15,735	Re: Indian call centres Unfortunately Russ many companies demand that their call centers stick rigidly to the script and act like Borg. Sky was the same, if you went off script to fix a problem you were told off for doing so. Scripts are there to stop agents having to fully understand what is being said to them and by them in many cases. I know many Sky Tier 1 agents that had to rely on support from other T1s because they had very very basic understanding of PCs, ADSL and the internet but yet were still being placed in a job where they were supposed to competently support all 3.