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Originally Posted by Paul
BBC
So that's one company seeing sense on call centers.... how about the rest of them 
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In the article it also says:
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Other banks already follow different procedures.
Barclays, for example, said their call centre staff did not follow scripts, ...
Meanwhile, First Direct, part of the HSBC Group, said it only scripted its security clearance questions.
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So it seems this lot is hardly breaking new ground.