Comment Re:Ugly Americans (Score 1) 531
when you say "they refuse to deviate from the scripts", I hope you mean management when you say "they."
Chances are, techs deviating from the script get points knocked off their monitoring scores, affecting their raises, etc. And oftentimes that sort of thing is dictated by the call center's client, in this case Earthlink. You can't really blame the techs themselves for that. You may well be talking to savvy people, they're just not allowed to know what they're talking about.
Chances are, techs deviating from the script get points knocked off their monitoring scores, affecting their raises, etc. And oftentimes that sort of thing is dictated by the call center's client, in this case Earthlink. You can't really blame the techs themselves for that. You may well be talking to savvy people, they're just not allowed to know what they're talking about.
