Because answering these questions would lead to more questions and would raise his handle time, he would be docked on his review scores for going off script. Ha

Because answering these questions would lead to more questions and would raise his handle time, he would be docked on his review scores for going off script. Having worked in call centers for 3 years not long ago I'm kind of surprised there exists a place this scripted that isn't India, but if you want to keep your job you play by the rules.