topic Re: Script Readers in Credit Cards

Script Readers

Anonymous — Mon, 12 Nov 2007 20:58:16 GMT

I understand why the previous thread was locked and I most definitely agree with the decision. We need to understand that people of those particular backgrounds may be offended by some of the things that were being said.

But one thing I will agree with is...script reading. I have absolutely zero tolerance for script reading. And I don't care what nationality you are... You are not a newscaster, this is not a school play, you are not a machine, this is not a soap opera. Stop reading the script and speak to me like you are a person.

Which is good about Amex. NO SCRIPTS. Real people. Sometimes a little too real, if you ask me. Some of my peers can get a little out of hand...well, myself included. haha.

Re: Script Readers

SonorityGenius — Mon, 12 Nov 2007 21:10:33 GMT

Dont forget, it is NOT their choice to do "script reading"

Out sourced call centers often employ people of developing countries, and as such they may not even have a credit card of their own to "understand" you.

They are just glad they are employed for pennies a day.

They are given strict guidelines what to say for a specific scenario, they may not even know what caused it / what country is it in etc.

We need to blame our CC companies that use outsourcing as a method of "customer service" not the people employed. Everyone needs to earn bread or chapatti w.e you call it.

Re: Script Readers

haulingthescoreup — Mon, 12 Nov 2007 21:16:10 GMT

Agreed--that's why I flinch when I realize I'm talking overseas. It's not the people, it's the fact that the creditor cares so little about taking care of customers that they contract out to the lowest bidder. Of course they're given scripts to read -- the creditor isn't interested in resolving your problem; they just want you to give up and mail a check!

It's pretty rare when the lowest bidder on ANYTHING works out the best for the consumer. I have to deal too much with this at work. I'd like not to have it happening off the clock.

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 21:25:24 GMT

It's hard to direct anger at the proper area of blame. It really does belong with the company. They think it's okay to employ these individuals.

American Express also does employ outside vendors in the Phillippines and has a major call center in India. They are actually very kind people. Maybe that's a stereotype but they're nice to talk to.

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 21:26:20 GMT

Even American allcenters read scripts. Unfortunately depending on the position the rep is limited in what they can or cannot say and it relates back to corporate liability. Say for example you have someone calling for tech support, and the rep responsibility is simply to route the call to the correct department, the customer says I don't know how to save pics on a certain model of camera, even if the rep has the exact same model camera and is an expert, they can only route to a tech person who may know nothing of the product. That's simply because that was not the positon that person was hired for and cannot act in that capacity.

Same thing with credit cards, which is why you have back door numbers for relationship managers. They are never aloowed to suggest it, but if you know who to call you have an 'in'.

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 21:31:47 GMT

Brammy wrote:
Even American allcenters read scripts. Unfortunately depending on the position the rep is limited in what they can or cannot say and it relates back to corporate liability.

Exactly, which is why I didn't pinpoint any particular origin. Script readers are everywhere! lol

I actually tell them, "maybe I should have stayed on the automated voice response system because I can't tell the difference between the robot and you."

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 21:35:14 GMT

Don't get mad or be rude to the reps. Trust me, they would rather help you and get you on your way then have you screaming at them ot being rude. Their hands are just tied. I really wish they had more leeway aswell. That way if something is out of their pervue, more than just answering blanket questions, they could route ou to someone twho may be able to help. Unfortunately, even a slight variation on script has been known to cost some employees their jobs.

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 21:40:30 GMT

Brammy wrote:
Don't get mad or be rude to the reps. Trust me, they would rather help you and get you on your way then have you screaming at them ot being rude. Their hands are just tied. I really wish they had more leeway aswell. That way if something is out of their pervue, more than just answering blanket questions, they could route ou to someone twho may be able to help. Unfortunately, even a slight variation on script has been known to cost some employees their jobs.

That's some good advice. I actually know from experience you can get more action done by being polite. And as far as the variation of the script such as quoting apr and reading disclosures, I know they're strict about that. But as far as the overall of feel of the call....that's where my major concern lies. If I'm not being treated like a person, I get angry.

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 22:04:34 GMT

I am a department manager working with word processing professionals. I work with local (US) and offshore (India) staff. While I do know that heavy accents can be frustrating, I have been to India several times and you cannot beat them for work ethic and desire to do a good job.

Unfortunately, many companies think they can go overseas, hire a large staff solely for cost consideration, and do not adquately matriculate the staff in the cultures they will be dealing with. We invested a lot of time and money in ensuring the staff understood our culture and particular industry's lingo prior to ever training them to work on our products.

I also deal with phone support staff which I must call for assitance and have felt the frustration with dealing with someone who cannot answer the questions at hand because they have no real knowledge of the product they are dealing with. This falls solely on the shoulders of the outsourcing company. How arrogant to believe that your customers and your representatives do not require more than scripted responses.

Carol

Message Edited by Cooneyca on 11-12-2007 02:04 PM

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 22:37:57 GMT

Cooneyca wrote:
How arrogant to believe that your customers and your representatives do not require more than scripted responses.

Thank you so much for your input and your understanding of my frustration.

This last line pretty much sums it all up.

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 22:45:09 GMT

This is a very touchy subject but I think most of us on this board are educated and culturally aware enough that we realize this is not the actual workers faults but the companies faults. I can tell you this much too- I work for Nielsen TV Ratings and we are afraid that outsourcing might happen to us too. For years they said- no way- we have a hard enough time reaching people to do the ratings, we need indiginous english speakers-but I say this much

If Michael Dell of Dell computers will outsource their call center for tech questions- and just off the tip of my head I would think tech questions can become tricky- what is stopping our company?

Again, this is something that it would take the entire nation to stand up, refuse to use these services- which leaves us w/ what option? I am not advocating not using the phone services based on the nationality of the people, I am basing not using the services because of

1) coroporate greed to drive down costs as low as possible ( I know that is what a co. does)

2) inferior service due to cultural barriers

3) improper training again due to company negligence...

as far as I see it- this is just another symptom of the global economy interdependance on outside markets providing cheaper and labor that is desirable to the corporate shareholders and CEO's and those that advise them.

It is a tough and messy situation...and no easy answer for it except total resistance of the customers- which we know cannot actually happen unless enought people in the entire US would stop using the phone services- which goes back again- our hands are tied!! What if we have a crisis that needs attention now!

No easy answer...that is what I say. I liken it to the same thing that has happened to all the major manufacturing cos that have been outsourced over the years.

Message Edited by netpanther on 11-12-2007 05:45 PM

Re: Script Readers

Anonymous — Mon, 12 Nov 2007 22:51:11 GMT

This is an example where the "they're doing jobs that most American's wouldn't" doesn't apply.

A lot of people would kill for that type of a job. Or the job that I'm doing. I get paid extremely well. Benefits are astronomical.

I would rather have some high school kids who flip burgers work on my account than a lot of the inferior reps I've spoken with at Dell, CapOne, HSBC to name a few.