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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To force strict adherence to a script is far more cost effective than proper training. In view of VM's past record of chronic short termism this is a more likely scenario by far.
In my dealings with VM's off shored support I have seen no evidence of the "millions" spent on training and as for University Degrees, I hear they are for sale right next to the counterfeit antibiotics from many outlets in the local Bazaar.
