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