Quote:
Originally Posted by Hugh
And that's the problem - it would appear that any deviation from the script is not allowed, leaving no room for initiative; if the same policies were implemented in a UK Call Centre, the same problems would occur.
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And this I feel is the crux of the matter. For some reason Indian callcentre operators either refuse or are not permitted to use common sense and use discretion. I was once told it was because they still have a mentality of 'serving their colonial masters' which means instead of being there to serve us (the customer), they serve their employer which includes rigidly doing as they're told. On its own that is not a bad thing but in practical terms is leads to a lot of avoidable frustration and complaints.