Letter: Close calls

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The Independent Online
Sir: I once worked in a call-centre (report, 2 June; letter, 4 June), receiving calls on behalf of a building society's conversion to a plc. Despite lacking a financial background, call-handlers were expected to respond to complex share inquiries, often taking up to fifty calls in half an hour. They had just three days' training to learn scripts, the carefully provided answers mainly resulting in further confusion for the customer. You were persistently monitored and disciplined for deviation from the script.