Is It Time for Call Centers To Ditch the Script?

Having to deal with a disinterested, robotic voice on the other end of the phone is frustrating enough. It is even worse when that voice belongs to a human who is sticking rigidly to an inflexible script. Mindful of the irritation this causes, Lloyds TSB recently scrapped scripts after research revealed that 90 percent of customers were infuriated by its call center staff's use of prompts.

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