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great, undoing 5 years of muscle-memory
8 years ago
When I first started working at my current job, the client had an *extremely* specific greeting.
"Thank you for calling. This is $NAME. May I help you?"
Three specific lines, one pause, and an upbeat tone throughout. If you got it wrong on a call monitor you got docked points from your call score.
You could choose in between which line the pause would go. Technically, "How may I help you?" was allowable if you maintained the upbeat tone. Agents quickly learned "May I help you?" naturally ended on an upbeat tone, whereas "How may I help you?" naturally tended to be downbeat, requiring conscious effort to meet the upbeat tone requirement.
Time goes on. The client has a merger, the call center changes hands at least of couple of times, but the greeting stays the same. I think some time after the client merger the greeting went from "You must say this *verbatim*, OR ELSE!" to simply "This is the recommended greeting when account-specific greetings are not necessary."
Now, they've changed the greeting. And they didn't pass around a "and we'll start grading calls on the new standard on $DATE" memo like they normally do, so none of Team Leads and OMs new about it until CQAs started coming in with dings against the greeting.
This, on top of changing how the Star bonus is calculated. Sigh.
"Thank you for calling. This is $NAME. May I help you?"
Three specific lines, one pause, and an upbeat tone throughout. If you got it wrong on a call monitor you got docked points from your call score.
You could choose in between which line the pause would go. Technically, "How may I help you?" was allowable if you maintained the upbeat tone. Agents quickly learned "May I help you?" naturally ended on an upbeat tone, whereas "How may I help you?" naturally tended to be downbeat, requiring conscious effort to meet the upbeat tone requirement.
Time goes on. The client has a merger, the call center changes hands at least of couple of times, but the greeting stays the same. I think some time after the client merger the greeting went from "You must say this *verbatim*, OR ELSE!" to simply "This is the recommended greeting when account-specific greetings are not necessary."
Now, they've changed the greeting. And they didn't pass around a "and we'll start grading calls on the new standard on $DATE" memo like they normally do, so none of Team Leads and OMs new about it until CQAs started coming in with dings against the greeting.
This, on top of changing how the Star bonus is calculated. Sigh.
