Call center boss demands that workers read long script for every single call, doubling customer wait time: 'The message said "no exceptions"'

This call center worker was forced to follow the rules to a ridiculous degree, which their bosses only realized once it was too late. 

Having to call a customer service line can take anywhere from a few minutes to literally an entire day. Nearly everyone has to spend a few hours on hold from time to time, and it's not fun for anyone involved! The longer you wait on hold, the more you feel that the company is wasting your time. Not to mention that by the time you actually do get to chat with a representative, you have a lot less patience than you did when you got on the phone in the first place. I think one of the most maddening things that customer service lines do these days is put you on hold, then play a little sound every 5 minutes that makes you think your call has been picked up by a human. There's a little pause in the music, so you sit up straight, ready to state your case. But no! Instead, a robotic voice tells you that your call is important and that you should stay on the line. Like girl… that's literally what I was already doing. And this constant pausing followed by the message means that doing anything else while you're waiting is going to be a lot more difficult. 

Sometimes, though, you get through to a person anyway, and they tell you that they have to read you a long chunk of legalese. They ask timidly, as if they think you're about to shout at them, if you mind them reading you this thing that'll take about 5 minutes. You reply that they can, because your hands are tied at this point — after all that waiting, you can zone out for 5 minutes while they read a long disclaimer to you. 

This call center worker was put in the awkward position of having to read a long disclaimer to not just some people, but to every single caller. No exceptions! At least by relentlessly complying with this ridiculous request, they saved a lot of future callers from having to hear it. 

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Author image for Remy Millisky Remy Millisky
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