Quote:
Originally Posted by qasdfdsaq
Script + Training + Corporate culture. It isn't a language barrier, other companies with similar far-east call centres have won awards for excellent customer service, it's all about what you train the staff to do, as well as what you allow them to do. Offshore can work wonders if actually permitted to think for themselves, but if the corporate environment tolerates only script monkeys and punishes them for daring to think outside their script, then script monkeys is what you will get.
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This is probably the most realistic reasoning I've heard so far on the subject. For example...
Quote:
Originally Posted by General Maximus
The last time I rang about something I explained to them what the problem was and they asked me my account details etc and while it was "loading on the screen" they asked me "is there anything else I can help you with today sir" and I felt like saying "how about you ****ing fix what I have you to before you get yourself in a pickle trying to do something else". They are so incompetent that they should realise multitasking is a bad idea and trying to have kiss ass customer service doesn't get you anywhere if you cant resolve the customers problem.
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This
is something that's trained out. It's not a script thing and it has nothing to do with being a kiss-ass, it's entirely down to call flow. What Virgin DON'T want agents doing is going through a whole call, getting details of the problem, analysing, suggesting a solution, resolving it (ideally), etc. then getting to the end of the call and having the agent go "Is there anything else I can help you with today?" and have the whole call essentially start off again for a different problem. The agent is supposed to ask at the beginning of the call so that doesn't happen.
That's not something specific to Virgin, it's quite common in a lot of call centres, especially those that adhere to AHT. It's purely a business thing. Which leads me on to what qasdfdsaq was saying, the quality monitors pick up on little things like that and mark down the agent if they either don't ask it, or ask it at the end of the call. So really, the poor agent has no choice.