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!
As we are regulated by the FCA we have a script to follow when setting up a sale. In fact, there’s a bloody script for everything, but the main one is for a new policy. Anyway, this script is 12 pages long. Luckily we don’t have to read every word. A lot of it is guidelines and notes for us agents.
Quite frequently they change or update the script. Usually it’s a few words or a sentence here and there. Nothing major. But sometimes it’s whole segments that change.
This has happened in the last few days. Tuesday I’m told that the script for 2 policies have changed. I had a lieu day yesterday so wasn’t at work. I went in this morning to find that all the scripts have changed! Bloody marvelous.
There I was trying to figure out what was going on during my very first call at 8am. I almost missed details out. I would have been in big trouble. Luckily I took my time as soon as I realised that they had all changed, so I spotted where I had gone wrong and was able to correct myself straight away.
We have major penalties if we don’t pass our quality screening. This is where the company makes sure that we are reading the script to the letter and not deviating at all. If we pass our quality we get an extra bonus. If we fail we lose the extra bonus – which could be a few hundred pound. So when there are changes to the script, we get worried.
We read the script so many times that it becomes memorised, and reciting it becomes automatic. So when it changes it’s very easy to cock up.