[nffc]

Could the difference merely be due to the Swansea being more used to lifestyle differences etc so they feel more accustomed on the phone than the India call centre? Whether or not the scripts are used or not is a moot point, and I wouldn't suggest the indian operators are more or less technically aware (in general) than those in Wales. There is evidently a difference though, I'm sure it's just that the call centre isn't in Britain, you can pick up things in conversation or subconsciously speaking to people in your own country than people in a completely different continent in a different lifestyle.

We have scripts :o but
- no-one knows/can remember where they are or even cares
- it's rubbish service to use them or at least convey the impression of using them
- yes there are things to check but the skill is using appropriate questions to find out what the problem is not following a script
- you can normally tell a customer's capability after talking to them for a while, obviously you can't overlook simple things but obviously "no power script for dummies" would not be suitable for "no power script for people who know about PCs but just want the repair service" even though a lot of the actual ground covered may be the same!

That and most people would know the steps to solve common problems after about a week or two, from memory, so they're not really needed.

Personally I'd say scripts in TS were a bad idea, because all you need is a bit of skill trying to pinpoint the problem, which obviously would vary on who you're talking to, plus it implies zero initiative if the impression's there one's reading from a script. The closest I have to a script is a notepad file of things to check, assorted clippings I've picked up, and a load of bookmarks to useful sites/intranet pages to find quickly...