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I stopped reading off a script at my call center job and my survey scores jumped 14 points
When I started at the insurance call center in Boise, they handed me a 12 page script and told me to stick to it word for word on every single call. I did that for about 4 months and my customer satisfaction score sat at 71 percent. Then one night a lady called crying because her husband was in the hospital and I just threw the script away and talked to her like a normal person. My score hit 85 percent the next month and my manager pulled me aside to ask what changed. Has anyone else ditched the script and seen the same thing, or did it backfire on you?
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shane_perry291mo ago
I used to be the guy defending the script too, figured corporate knew best and we'd all sound like robots but hit the right points. Then I watched a coworker go off book with an upset caller and the whole tone changed in like 30 seconds. Now I'd say the script is a safety net, not a leash.
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