Satisfied Customers 11

Continuing with our series featuring call-center employees turned Satisfied Customers we now shine the spotlight on this operator who used a natural sense of ingenuity and Corporate Man gleaned lessons to devise a strategy that would allow her to comply with the demands of her job while advancing herself up the economic ladder.

In between calls she completely rewrote call-center scripting to better accommodate her long-term goals. Gone were any phrases that required active listening and/or involved problem-solving. In their place were strings of generic platitudes and filler. While she absorbs the intricate philosophies of Corporate Man, her mouth reflexively mutters a memorized list which includes gems such as: yeah that's too bad, uh huh, I know what you're saying, really, that does sound terrible, I'm sure it will all get sorted out, well do what you got to do, it's been taking care of, try not to worry so much, perhaps you wouldn't be so upset if you’d calm down, and I'm hanging now.

She's in the process of selling her scripts to corporations around the country, and US dedicated call centers in India, China, and the Philippines. Recently she began working from home, taking most of her calls from a wireless headset as she works on various household projects or, weather permitting, tends her vegetable garden. "Honestly, I don't even realize that I'm taking calls half the time it's become so automatic," she said in a recent speech at a conference on call-center technology. "I've even started wearing a headset to bed and take calls while I sleep."


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