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Shift lead at the call center pulled me aside after 2 years of reading scripts word for word
I work at a phone bank in Toledo and for 2 years I read every script exactly how it was written on the screen. Last Tuesday my shift lead pulled me aside and asked why I never just talk to people, then pointed at my 4.2 survey score and said the top rep on our floor gets 4.8 by going off script and actually listening. Is this a real thing that works, or is she setting me up to get written up by QA?
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xenaw257d ago
If your shift lead is telling you this face to face, that's usually a good sign, not a trap. The way it works at most call centers is QA grades you on the parts that legally matter, like disclosures and compliance stuff, and you can freestyle everything else. So the real move is figuring out which lines are required and which ones are just filler, then talk normal around the ones you can't skip.
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