Script Changes

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!

Late Information

We were given information at work today that we should have had at least a week ago, in most cases, but 3 months ago in one case. Price changes that went live yesterday. DPA changes that went live last week. Changes to certain policies that went live 27 March for the first stage, and 1 May second stage. But the company felt it was ok to give us all of the information today – 2 June!

Turns out that people have had failed calls on certain things because our managers didn’t even know about these changes. We’re wondering if the fails will now be overturned. This will be interesting.

I’m sure it’s not just our company that is so badly organised when it comes to communication. I’ve come across it in many companies, not just ones that I’ve worked for.

Our company has the big massive policy of putting the customers first in everything it does. But when it comes to the staff on the front line it’s a completely different story. They don’t seem to be able to understand that if we don’t have the information then the customer won’t either. So by treating us so shoddily they are also preventing us from giving the customer correct information, which is definitely not putting the customer first.

Consequently I have not been in a good mood today. And here I am trying to be more positive about everything – Law of attraction, etc. Sometimes it’s extremely hard to keep the spirits up.

Change of Address

Why don’t people advise us when they move? I found a policy for a customer who had moved out of the property 8 years ago. The customer had not informed us, but a refund was expected.

My company will probably refund the amount since the customer left the property. But why should we? Personally I think that if people can’t be bothered to pick up the phone or write a letter, then why should we pay for it? It states quite clearly in the policy documents that we should be notified of any changes.

Are we mind readers? No. Is it our fault that the customer doesn’t tell us? No. Is it for us to read the documents to our 3million customers? No. So why the hell should we refund?

It’s probably a good job that I don’t have to deal with these things. They wouldn’t keep me there for very long!

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