^^yes, i dont want to have to guess at how to spell your name, Balaji.
i do believe the script is the problem. they should be trained to handle each call individually...thats how i had to do it at Capital One. and unfortunately i would get calls from India where we outsourced to that went something like this...
"hi! my name is Linda from customer service i have a customer who is very upset i transfer them now thank you! (click)"
and then id have to field 100 questions and insults about why "some indian dude" was handling their account...half the time id lie and say they were in texas!!
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