I had lunch with my 19-year old son today. It was a pretty brisk lunch, as he was being timed. He’s working in a call centre at the moment. He’s on a gap year, before starting university in September.
He knows that this job isn’t forever, so retains a healthy sense of humour. I find it a bit sad that departing from the script to actually engage in a conversation with the human being on the other end of the phone is discouraged. He is choosing to ignore the ‘rules’ on this, and is enjoying the occasional bit of banter with the busy business people on his list of targets.
It struck me that in the race to make the numbers, a lot of cold callers forget there is a person on the other end of the conversation. They just plough on through their script (I know, I take many such calls every day). Now I think I understand a little better why it happens.