Yet again we have script changes. The be all and end all gospel of the call centre has again been changed. Don’t get me wrong, this is a good thing this time.
Because we are regulated by the Financial Conduct Authority (what a mouthful) we are obligated to give a certain amount of information to conform to those regulations. Hence it has been put into a script. Over time the script has fallen from about 10 pages long until it’s now current 4 page length. So it’s much better.
The problem is when you are so used to following one way of doing things you get into a routine that you can follow robotically. When changes occur it throws you all over the place.
So today I used the new script. And yes I was going all around the merry-go-round with it. Trying to figure where each part was and finding things when I was half way through the next element. Imagine reading one sentence of one paragraph and one sentence of the next paragraph and then going back to the first to read the remaining sentences! A real mess. But as long as I say everything I’m supposed to tell the customer then it is ok.
I’ll find out next week if I covered everything, as it’s being screened!
There’s been a lot of publicity about harassment at various work places. A lot of court cases with a great deal of money being paid out by companies who could have prevented it.
It seems with some companies that complaints are of no consequence, and even when a number of people bring the subject up with regards to one person, it still isn’t acted up on. It appears that only a court case and a large fine are the only things that make some companies sit up and take notice.
It’s often very hard to think positive when you’re at work, something that people in a variety of jobs would probably agree with. I have been trying very hard to be positive these last few months. I’ve found it very easy when I’m at home!
Work has been extremely busy of late, and very exhausting. It’s difficult to stay in the positive frame of mind when it’s call after call after call. On top of that there’s the normal pressures of work – be on time, get things correct, etc. When you’re busy and tired you slip up. You find that you’re not thinking straight and that’s when mistakes happen.
I’ve been trying to take each call in a slow and calm manner, trying to shut out the previous calls and anything that may take my mind off what I’m doing. Most of the time it works but sometimes the stress of work clouds everything else.
I have to say that reading books about positivity, such as the law of attraction, have helped a lot. I’ve found things at work going a lot smoother, and more importantly I’ve been a lot calmer and happier. As long as I keep in a positive frame of mind I find that the working day is a lot easier to get through. I’ve also noticed that if I start to complain I get something else to complain about!
I’ve noticed that the law of attraction works. I am now be working on being able to retire early as a multi millionaire.