Are you stuck in call center script hell? Here’s how to tell

It happened again last week. My superfast 10Mbps Internet connection died. It had flickered on and off for weeks, ever since upgrading from a 5Mbps account.

But now it was gone. Expired. Kaput.

I called CenturyLink, my DSL provider, and explained that I’d tried all the usual troubleshooting steps – including unplugging the modem and resetting it – and asked if they could send a technician to my office to take a closer look.

And that’s when I found myself in Script Hell.

More than ever these days, operators in large call centers are using scripts – pre-written responses to common questions – to deal with consumer complaints like mine.
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