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...