04-01-2006, 17:57
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#1
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Inactive
Join Date: Jun 2003
Location: Essex innit
Age: 52
Services: Sky HD + 16Mb ADSL
BT Telephone
Posts: 15,735
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About time
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 
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04-01-2006, 18:01
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#2
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Guest
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Re: About time
Quote:
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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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Agreed! 
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04-01-2006, 18:11
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#3
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Trollsplatter
Cable Forum Team
Join Date: Jun 2003
Location: North of Watford
Services: Humane elimination of all common Internet pests
Posts: 38,596
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Re: About time
I wonder how many millions they wasted writing scripts in the first place, and how many millions they wasted on consultants to find out the customers and the staff hate them ... 
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04-01-2006, 18:17
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#4
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Inactive
Join Date: May 2005
Location: Nr Manchester
Age: 48
Posts: 1,109
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Re: About time
It get my thumbs up,
Agree about the wasted money though !
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04-01-2006, 18:35
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#5
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Guest
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Re: About time
Lets hope that this is a return to speaking to humans in call centres and not robots!
ala - Computer says no....
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05-01-2006, 08:16
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#6
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Guest
Location: Midlands
Services: NTL Phone/Cable
Posts: n/a
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Re: About time
Quote:
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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:
Quote:
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.
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05-01-2006, 09:58
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#7
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Inactive
Join Date: Nov 2005
Posts: 4,291
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Re: About time
Hopefully MacDonalds will follow suit. If I want large fries I'd have asked for them in the first place!
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05-01-2006, 10:22
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#8
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Dr Pepper Addict
Cable Forum Admin
Join Date: Oct 2003
Location: Nottingham
Age: 63
Services: Zen & YouFibre FTTP, Sky Q TV, Sky Mobile, Flextel SIP
Posts: 31,315
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Re: About time
Quote:
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Originally Posted by Saaf_laandon_mo
Hopefully MacDonalds will follow suit. If I want large fries I'd have asked for them in the first place!
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I never get asked that .....
__________________
 Baby, I was born this way.
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05-01-2006, 10:25
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#9
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cf.mega poster
Join Date: Jun 2003
Location: Half in the corporeal, half in the etheral
Posts: 37,182
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Re: About time
It would be nice for them to get rid of there "is there anything else I can help you with" line - I don't like speaking to callcentres so I like to get off the phone as quickly as possible so when they come out with that as I'm trying to say my goodbyes is SO annoying.
__________________
Heavy Is The Crown
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05-01-2006, 10:26
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#10
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Inactive
Join Date: Nov 2005
Posts: 4,291
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Re: About time
You might not need fattening up then........ but any way Im all for call centres removing scripts, but Id still say bring them back to the UK too. As polite as the operators in the Indian call centres of Abbey National are, I can see myself losing my temper even quicker if they didn't have a script to follow.
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05-01-2006, 10:47
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#11
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Join Date: Jun 2003
Location: Somewhere
Services: Virgin for TV and Internet, BT for phone
Posts: 26,546
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Re: About time
Quote:
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Originally Posted by Saaf_laandon_mo
You might not need fattening up then........ but any way Im all for call centres removing scripts, but Id still say bring them back to the UK too. As polite as the operators in the Indian call centres of Abbey National are, I can see myself losing my temper even quicker if they didn't have a script to follow.
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Erm, any time I have spoken to them, the operators in the Indian Call Centres for Abbey National have been anything BUT polite.
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