Devoted to the call center industry, the agents on the phones, and their managers

Ramping agents in a call center is usually difficult and it impacts training and development of agents.  There is that sense of urgency to get them on the phones to answer hundreds of calls.  Training is cut short just to meet the demands.

More often than not, 50% or more of their talk time is spent on reading them.  I would call it an industry standard, but what made it acceptable and still being used by call centers despite of the negative feedback and constant complaints from customers?

Here is a simple list.  
 

1. To make it easier for them to cope with tons of information after training during the learning curve.  
2. Easier dissemination of periodic updates on a product, service or policy.    
3. Standard answers will mean information is consistent.  
4. It makes the call shorter.   
5. An agent will not sound he’s inexperienced.  
6. To provide consistent service. 

Let’s think about the last one.  Consistent service doesn’t mean it’s satisfactory.

Do scripts really work and get problems solved?  Have we ever thought of creating scripts for the person on the other end?  Does it make a customer feel comfortable?  Why do they complain if an agent sounds like everything is read literally from their screens? 

Let’s hear the voice of the customer instead, shall we?  Read on and move to Part 2 of this series.