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!