Service Center Tier 1 uses Scripted Responses

[mjaye65 5]

To read the source - http://www.uscis.gov/USCIS/Resources/Ombudsman%20Liaison/Responses%20to%20Annual%20Reports/cisomb-2010-annual-report-response.pdf

Call Center Scripts – Recommendation 7

The Ombudsman recommends that, second, USCIS eliminate the scripted information over a targeted period of time to enable the Agency to train staff to answer basic immigration inquires.

USCIS Response: Scripted information is used only by Tier 1 contract staff. Tier 2 operations, which are staffed by USCIS Academy-trained ISOs, do not employ scripted information when responding to customer inquiries. Tier 1 contract staff spends approximately 4 weeks in initial training to understand USCIS processes and procedures. In addition, Tier 1 contract staff receives training on customer service skills and navigation of the scripts based on the customer inquiry. Tier 1 contract staff also receive approximately 2 weeks of refresher training each year on USCIS polices, procedures, and updates to scripted information.

The use of scripted information for first tier and contract staff at a call center is a common practice within the call center industry and is necessary for quality assurance purposes. The contract for the Tier 1 Call Centers provides for incentives and penalties based on the accuracy and completeness of the information provided by the staff. Removing scripted information could lead to erroneous interpretations of USCIS policies and procedures by the more than 500 contract staff. The use of scripted information, however, should in no way impede the customer from receiving an answer from USCIS since inquiries that cannot be answered by a Tier 1 CSR with the scripted information are transferred to a Tier 2 ISO who will be able to more fully respond.

USCIS has created a task force to review and revise the scripted information currently used by Tier 1 contract staff to delete unnecessary verbiage and ensure the information is thorough and accurate. This initiative is scheduled for completion by the end of the second quarter of FY 2011.