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!

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Customer Attitude

We’ve noticed a change in customer attitude during the last few weeks. It’s probably due to the amount of information in the media about various companies miss-selling, and several companies being fined by the Financial Conduct Authority. But the attitude is not pleasant.

Several of us have had customers coming through saying that they want investigations into their policy being miss-sold. I asked one woman why she thought it may have been miss-sold. She said it was because she had received a lot of phone calls from companies offering her various things so she didn’t know what she was doing. Is it really our fault if she doesn’t know what she’s doing? Various companies is not one company is it?

Many people are coming through and complaining about the tone of our voice, or our attitude, or how unhelpful we are. It’s usually because we can’t give them the answer they want, or we can’t tell them what policy they need. Well how can we? Seriously. We don’t know what insurance they may already have, or what they need to get covered in their house. This is for the homeowner to know. It is for the customer to tell us what they want covered. Many of them seem to be unable to do this.

They’re yelling at us because we can’t discuss someone else’s policy details with them, or because they are not covered for something they have a problem with, or because they haven’t bothered to read the documents. Yes. It’s all our fault.

We’re regulated by the FCA so we have to abide by those regulations, such as getting a policy holders permission before discussing policy details with anyone else, or stating clearly in the documents what is covered and what is not covered. We also give an explanation in the mailings that are sent out, and we run through a lot of information when setting up the policy over the phone. All of this was done by the FCA to make sure that things were done fairly for the customer. In other words to ensure that the customer can buy safely and with everything up front and in detail, so they know what they are getting. Of course it doesn’t mean that the customer will read the information or will listen to what they are being told. Far from it at times.

Maybe if people stopped paying so much attention to the media and more attention to documents that are sent to them, their own property, their families, maybe then they’d realise that things are being done with regards to their well being. Maybe if the government put more into the education of this country then more people would be able to think for themselves. Just maybe.

 

Margaret Road Wednesbury WS10 7QT 07505067286 naturalmatrixtherapy@outlook.com By appointment only, so please contact me to discuss available times.