Kaput Scripted
The top boss carved the account up some more
He put in place an extra step so no duplicate accounts were made
This was fine in the managers’ eyes an extra layer of a layer
And it created work for a back office guy making those accounts
It was his job to do it not the call centre agents
If they made a new account they got beasted and fired
It was easy to create a new account yet full of risk
Send the details to your TL and then in the form
So back office has it and will make the account
The account will be made and sent to your TL
Who will reassign it to the rep that made the call
No double accounts no confusion yet more stress
Adding to the wait time while the rep does compliance
Completes a needs assessment vets the customer
Sends a promo approval to his TL who sends it
To the manager who sends it to the client
All the while the patient customer holds like a fool
When all this is done and the account is sent over
The closer calls the VT team who complete the sale
If the DM has funds on a working card all is fine
If any step fails the whole thing collapses
What a nice time for me to be endorsed
To a different version of my old healthcare account
No more sales on a failing B2B account