The dumbing down of call centres

The Dumbing Down of Call Centres

Yesterday I was the subject of a cold call regarding, I believe, insurance for a credit card I do not have anymore. MBNA are a company to avoid. The caller asked if I had 10 minutes to spare to take a survey. No…. could she call tomorrow at say 10?…. No…… and …. could she just … a matter of security check some details Mr Dawes …. a bit of confusion concerning your first name … is it Brain or is it Brian? Dumbfounded I say that I often get it spelt incorrectly but nobody has ever pronounced it incorrectly. So she says – which one then – Brain or Brian? Brain I say. I hang up and stare at the wall for a few minutes.