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Dell Computer Corporation Informative - Reading scripts - dell
You guys are talking too much about Dell agents reading scripts. The hell it is true!! And almost all call center representatives read scripts!! Or at least follow a "call flow script".
Guys to give you a lesson, hear me out. Every call center company sets rules and regulations and every representative should follow those rules because agents need to maintain the so-called qa average. Basically it measures how well did you do during a call. In my company, all calls are recorded. So there is a need for us to follow each and every steps of the qa guideline. I really follow the script or else I will get a failing grade. Opening the document or script gives you good qa points, forgetting it gives you an awful qa grade.
I think I have set my point here. Reading a script does not mean you are stupid. Instead I believe it is just one way of being wise!
I know American representatives who also read scripts. Again, not because they don't know anything about resolving problems, but they read scripts to comply with company policies...
From: someone from the philippines
Guys to give you a lesson, hear me out. Every call center company sets rules and regulations and every representative should follow those rules because agents need to maintain the so-called qa average. Basically it measures how well did you do during a call. In my company, all calls are recorded. So there is a need for us to follow each and every steps of the qa guideline. I really follow the script or else I will get a failing grade. Opening the document or script gives you good qa points, forgetting it gives you an awful qa grade.
I think I have set my point here. Reading a script does not mean you are stupid. Instead I believe it is just one way of being wise!
I know American representatives who also read scripts. Again, not because they don't know anything about resolving problems, but they read scripts to comply with company policies...
From: someone from the philippines
Comments:
Posted by tnchuck100 on 2010-07-09:
And there you have it, folks. Testimony from a call center employee supporting the concept that corporations neuter their employees and stifle any form of a cognitive thought process. If your issue does not appear in the "script" you are SOL!
Posted by leet60 on 2010-07-09:
I can also attest to the fact that the OP is correct. As a long time call center representative in various industries, many have scripts you are required to use or you are penalized for not doing so. However, with that being said, it is possible to do the job, using the script, and think outside the box to solve the customer's issue.
I will say easily 70% of calls are from customers with invalid complaints. Most are issues regarding a lack of personal responsibility (i.e. I dropped my $300.00 cell phone in the toilet, that should be covered under warranty). Most of these callers are rude, obnoxious and unreasonable no matter what the situation is.
It is simply not possible to satisfy every caller for every issue. No matter what the industry is, the company is in business to make money, and that will be the primary focus of the people at the top.
Most employees in the U.S. in this industry are ill trained, paid minimum wage or barely above that, subject to "flex scheduling" (i.e. you may work today from 10 PM to 6 AM and be scheduled to come back at 3PM the next shift) and are looking for a paycheck rather than in a career field. They often are younger people who are working for extra money while in school, quite often are treated as chattel by the corporation and pressured to meet requirements such as adhering to a script verbatim, completing a call in the shortest time possible, finding reasons to deny warranty service or bill credits in order to keep their jobs.
Some of us are knowledgeable, hard working and we do empathize with your situation.
I will say easily 70% of calls are from customers with invalid complaints. Most are issues regarding a lack of personal responsibility (i.e. I dropped my $300.00 cell phone in the toilet, that should be covered under warranty). Most of these callers are rude, obnoxious and unreasonable no matter what the situation is.
It is simply not possible to satisfy every caller for every issue. No matter what the industry is, the company is in business to make money, and that will be the primary focus of the people at the top.
Most employees in the U.S. in this industry are ill trained, paid minimum wage or barely above that, subject to "flex scheduling" (i.e. you may work today from 10 PM to 6 AM and be scheduled to come back at 3PM the next shift) and are looking for a paycheck rather than in a career field. They often are younger people who are working for extra money while in school, quite often are treated as chattel by the corporation and pressured to meet requirements such as adhering to a script verbatim, completing a call in the shortest time possible, finding reasons to deny warranty service or bill credits in order to keep their jobs.
Some of us are knowledgeable, hard working and we do empathize with your situation.
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