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Paul K · 07-03-2010, 10:34

Common sense is ok as long as the agent knows what they are doing, unfortunately many centers operate with staff who are not competently trained. To stop errors scripts are used, it also means that all customers should in theory get the same level of support. In theory, not quite the same in practice though.

07-03-2010, 10:34	#8
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 Common sense is ok as long as the agent knows what they are doing, unfortunately many centers operate with staff who are not competently trained. To stop errors scripts are used, it also means that all customers should in theory get the same level of support. In theory, not quite the same in practice though.