what’s my line?

Password reset confusion.

Gov’t Healthcare Site Reps Get The Wrong Script, Tell Callers To Reset Their Passwords

Many call centers rely on scripts so representatives know what to do when customers call with problems. Which is fine, it’s not like people actually expect a flock of experts waiting to provide their own spin on a situation. But using a script can turn a resource into a source of confusion if the call center reps are reading off the wrong script. We’re looking at you, Healthcare.gov. [More]