Is It Time for Call-Center Workers To Ditch the Script?

Published on:
12 September 2006 at 10:20 a.m. ET

Written by: Unknown Author –

http://www.insidearm.com/news/00012717-is-it-time-for-call-center-workers-to-dit/

Having to deal with a disinterested, robotic voice on the other end of the phone is frustrating enough. It is even worse when that voice belongs to a human who is sticking rigidly to an inflexible script.

Mindful of the irritation this causes, Lloyds TSB recently scrapped scripts after research revealed that 90 percent of customers were infuriated by its call center staff’s use of prompts.

For this complete story, please visit Is It Time for Call-Center Workers To Ditch the Script?