Quote:
Originally Posted by mystikchick
Trust me, this is a HUGE problem even when dealing with Indian call-center workers in India. Every month, without fail, they screw something up on my mom's cellphone bill. The latest fiasco involved her attempting to pay her bill online and it not working, informing her she had to register her phone numbers first. This did not work, so she called the call-center for help, only to be told that this simply wasn't possible. She attempted to use logic on the guy, asking him how exactly it was possible that she couldn't do something that they'd told her to do on the bottom of her bill, and all he could do was just insist that it wasn't possible. I'm guessing this is because that's all he's been 'taught' to say. Once in a way she gets someone who has the ability to think outside the box, but it's a rare occurrence.
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Agents that think outside the box may get a better customer satisfaction rating, but they usually are penalized by their superiors for not following the script. Its really a double-edged sword!
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