BBC
Quote:
Workers at Lloyds TSB call centres have been told they must no longer read from scripts when talking to customers because it makes them angry.
Researchers found that 90% of people got annoyed when they were talking to call centre workers who were obviously reading from a script.
Most customers said they thought this led to staff failing to listen or answer questions properly.
Scripted conversations were impersonal and often went on too long, they said.
Call centre staff agreed that reading from scripts slowed down the process and 86% of them backed scrapping them.
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So that's one company seeing sense on call centers.... how about the rest of them
