Ditch the script

Call centre staff at Lloyds TSB will no longer read from scripts when dealing with customer calls.

The bank said staff working at its seven UK call centres, plus one in India, will not give set responses and prompts to customers who call about their bank accounts. According to Lloyds TSB, many customers dislike the script system as they feel it stops staff answering their queries directly.

Most call centre staff want scripts banned, said the bank.

It ran a pilot script-free scheme at its Sunderland call centre.




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