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HR strategyProductivity

Ditch the script

by Personnel Today 18 Jan 2006
by Personnel Today 18 Jan 2006

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.

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

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




Personnel Today

Personnel Today articles are written by an expert team of award-winning journalists who have been covering HR and L&D for many years. Some of our content is attributed to "Personnel Today" for a number of reasons, including: when numerous authors are associated with writing or editing a piece; or when the author is unknown (particularly for older articles).

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