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Originally Posted by Russ D
From my experience working in ntl's tech support, the ones who closely followed the script were the ones who had little or no confidence or experience. It was (and pressumably still is) ntl's policy to allow us to use our personalities in dealing with customers as it made us sound more 'human' and 'personal' so the use of reading scripts word-for-word was left for those who didn't quite understand what they were doing.
Ihear what you're saying about not wanting to leave anything out but it's still possible to do this without reading a script. They could have a list of things to try but put it their own way. This IMO sounds more professional and capable.
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Russ i have to say your wrong, ive worked in tech support in swansea for over 3 years, & have never seen a script for teching calls, in use, or even offered to people to use, all this talk of scripts does get a bit boring after a while...
Not getting into the arguement on the india call centre side as have never worked there, so cant give an answer on that.. ( saying that, nor have alot people here & they seem to know everything that happens there
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