Quote:
Originally Posted by _Lisa_
I agree, most of our agents do have strong accents, a mix of hindi with british english makes for a very different sound than what we're used to. I also think that their inability to stray from the scripts they're given add to the frustration, but you gotta blame management for that, the agents are just doing what they're told to do then.
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yeah, and it really needs to stop. The American name thing is absolutely insulting. It's trying to "trick" the customer into thinking the agent is in the US. As far as not straying from the script, you are so right. I asked a guy the other day a question about purchasing a ringtone and he goes "I'm sorry, I know this can be frustrating" - WHAT?? I'm not frustrated, I didn't speak to you in a stressed or frustrated manner, I just want you to tell me what the amount is I have to pay because I couldn't find the info on the phone's screen. I really don't appreciate being informed of what my emotions are.
If the companies who outsource don't get better at it, it'll cost them all the money they're saving doing it.
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