Wednesday morning I was listening to NPR and they mentioned a company (Zappos.com) who, they claim, did something radical for their Help Desk. The radical concept was that they did away with call scripts for their call agents and told them “Just solve the problem any way you can.” They weren’t going to monitor calls, they weren’t going to record calls, they weren’t going to use call length as a metric. The idea of agent autonomy worked well and their customer satisfaction was great.

What are your thoughts? Is this realistic in your call center? Do you currently employ some level of scripting on each call? Leave a comment.