Update on that outsourced Tmobile call center that banned paper and pens earlier this week: our insider reports that Kleenex is now verboten as well. He furthermore notes that, “paper and pens, if they are to be used, have to be signed out from a supervisor. When signed back in, the paper is shredded by the supervisor.” Any reps feeling the need to cry about their vaporizing dignity can use the back of their sleeve, after their request form is approved. A comment from our previous post explains why this might be a bad idea…
The way most systems in call centers are set up, you can’t have multiple screens open to view info, so writing things down is a necessity if you don’t want to have to keep clicking back and forth between workflows. I can’t imagine the nightmare it would have been working at Chase and not being able to write things down when working accounts.
PREVIOUSLY: Tmobile Forbids Use Of Paper and Pens In Call Center