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sjl wrote:
On average, I spend less than 20 minutes when dealing with unscripted
technical support in America versus over an hour when dealing with the
scripted technical support in India.
I've found the same difference between scripted and unscripted tech
support no matter where the call centres are located. What really gets
my goat is when you have to go through "voice menu hell" and perform
shamanistic rites to actually get to a person, then that person just
reads a script!
If it saves so much money to have voice menus to properly direct my
call, the least they could do is use the savings to have a smaller
number of knowledgeable techs instead of a bunch of (probably poorly
treated) script drones. Bell Canada, I'm looking at you.
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