when you say "they refuse to deviate from the scripts", I hope you mean management when you say "they."
Chances are, techs deviating from the script get points knocked off their monitoring scores, affecting their raises, etc. And oftentimes that sort of thing is dictated by the call center's client, in this case Earthlink. You can't really blame the techs themselves for that. You may well be talking to savvy people, they're just not allowed to know what they're talking about.
In this case "efficiency" means the sucking power of that huge economic HooverVac that's sucking the hard work and livelihood and quality of life from the many and putting it all into the pockets of a few.
What's the point of sacrificing our jobs to the altar of "efficiency" when 70% of us (at least) will never see the benefit?
Yeah, I know, "Don't like it? Go start your own company and swindle people yourself." Right. I'm on it.
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when you say "they refuse to deviate from the scripts", I hope you mean management when you say "they."
Chances are, techs deviating from the script get points knocked off their monitoring scores, affecting their raises, etc. And oftentimes that sort of thing is dictated by the call center's client, in this case Earthlink. You can't really blame the techs themselves for that. You may well be talking to savvy people, they're just not allowed to know what they're talking about.
In this case "efficiency" means the sucking power of that huge economic HooverVac that's sucking the hard work and livelihood and quality of life from the many and putting it all into the pockets of a few.
What's the point of sacrificing our jobs to the altar of "efficiency" when 70% of us (at least) will never see the benefit?
Yeah, I know, "Don't like it? Go start your own company and swindle people yourself." Right. I'm on it.