Listening to the radio on the way to work.....  

kitchenfun1234 45M
2103 posts
6/20/2006 3:26 pm

Last Read:
6/23/2006 10:37 am

Listening to the radio on the way to work.....

Normally I like to cycle to and from work but this week I've been driving to try and reduce my exposure to the sun and arrive smelling reasonable.

This morning I listened to Radio.1 and a DJ known as Chris Moyles. The show is fairly run-of-the-mill and good for setting the brain in neutral for the day ahead. However today he did a bad impression of a Birmingham call centre operative......using a strong Dudley accent and I saw red.
Some poll that suggested people prefer to talk to someone with a scottish accent and hated talking to midlands call centres.
I think it's more appropriate to look at the nature of the business involved here and word patterns.
People prefer to chat to the scots call centres because their word patterns are natural. No one has ever managed to tell the scotts how to speak, never tried and survived. They speak their own honest version of english in their own way.

Here in the midlands one particular bank has had some crock of shit survey done and decided that customers like the service more if certain words are never spoken. From the expansive list here are come of the banned words.

No problem.. eg No problem Mr Smith, I'll just arrange that for you.

I'm afraid.. eg I'm afriad the cheque will not have cleared until thursday.

Free.. eg You can access your balance and statements on-line its a free service.

try .. eg OK Mr Smith I'll try your account manager's extension number for you.

So the poor call centre operative sits trying to talk normally but without using the most natural common words and phrases. To speak normally results in disciplinary action and worse.
The result is someone with a midlands accent that sounds as if they're choosing their words rather too carefully. They sound shifty.

Since I work for this bank I know how much pressure the staff are under to do as they're told. If you do your own thing and speak normally, honestly..........

Who ever you are, where ever you are, please give call centre staff a break. Ask them to speak naturally, demand that they refrain from over-using your name.set them free and get a better quality of service from them.

Don't ever give up searching for the fun in life.

kitchenfun1234 45M
1797 posts
6/21/2006 11:02 am

spunky11961 Thanks for your comments. Often when I call a call centre I'll deliberately try to ruin their flow by saying something like...
Hello, My name is XXXXXXX but you can call me Mr Sillybaster.

Actually any name will do so long as it's one they will avoid saying.

Don't ever give up searching for the fun in life.

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