Why!!!
People tend to think that us in Cingular customer service read from scripts given to us by management. Represenatives have more than enough power to assist you with your issue. Most reps who complain about being afraid to do anything do not know how to use policy properly. We do not use scripts at all.
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No scripting notwithstanding the following: Openings, closings, PIRs, affirmation statements, additional assist statement, loyalty statement, branding the call Cingular, and close call survey.
Yeeahhh, no scripting at all.
As far as addressing issues, on the old blue service, there was scripting for EVERY type of dispute.
Yeeahhh, no scripting at all.
As far as addressing issues, on the old blue service, there was scripting for EVERY type of dispute.
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we don't script the general conversation, but we have verbatim statements for everything. We usually talk thru each issue- if it's troubleshooting, there is no scripting, just detailed steps. if it is an escalation we have many scripted answers to read to the cust policy wise etc. so yes and no for the fact we are scripted. ps... yes our openings, closings, branding, etc... they are all scripted. we get to choose out of a couple of them though, how fun :S
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I have three different openings and three different closing statements. I do not use any scripts.
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i wonder why we all work for the same company, but we all have different rules. Like we don't have to close with any "survey" i don't even know what this is that ppl close with. but we do have scripted call endings EX' is there anything else i can further clarify for you?" or "have I answered all of your questions today?" etc we have 5 to choose from.
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Hey rep12345, what kind of centre do you work in? TDMA? GSM? Blue? Orange? We've been told by the "gods" that are management that the survey was a Cingular initative and that EVERYONE is doing it. (Not that I am anyway, haha. Plus it wouldn't be the first time management has lied to us.)
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Tail said:
Hey rep12345, what kind of centre do you work in? TDMA? GSM? Blue? Orange? We've been told by the "gods" that are management that the survey was a Cingular initative and that EVERYONE is doing it. (Not that I am anyway, haha. Plus it wouldn't be the first time management has lied to us.)
Hey my center is In Victoria, (canada) we are a blue/orange buisness end user care center. we do wex, tdma and gsm. We also don't answer the phone with "cingular wireless" yet either. We say thank you for calling business end user care... blah blah blah
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I never follow scripture and unless I'm in a really pissy mood I never get marked down from the sociapaths in QA.
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