This is an automated archive made by the Lemmit Bot.
The original was posted on /r/maliciouscompliance by /u/nimbusgranger on 2025-11-10 14:21:28+00:00.
I work in a call center for a mid sized airline partner. We help with schedule changes, vouchers, and the usual name typo panics. We have a legal disclosure script that must be read before we charge a card. It takes about one minute thirty if you breathe. Everyone reads it when money is involved and nobody reads it when a call is a wrong number or an internal transfer. Common sense, right
Last month we got a new supervisor who wanted to tighten quality. He sent a message that said agents must read the disclosure verbatim on every inbound contact. No exceptions. Someone asked if that included calls that were just being transferred to baggage. He replied with three words. Every. Single. Call. He then added that failure to read the full script would be a QA fail for the day.
The next morning I started my shift and complied. First call was a confused gentleman asking what time the desk at Tulsa closes. I greeted him, apologized for the wait time, and before answering read the entire payment and consent script. He tried to interrupt. I kept going because the rule said verbatim and unbroken. He hung up around the bit about data retention. I documented that the caller disconnected during required disclosure, then dialed baggage to provide the closing time for my own sanity.
Second call was an internal transfer from loyalty. The agent just wanted me to confirm if a voucher could be stacked with a promo. I asked them to hold for mandatory disclosure and read the whole thing into our corporate phone system while they listened in stunned silence. Their only response after the last sentence was a very small thanks followed by a click.
By lunch our queue had grown from eleven waiting to fifty four. The wallboard was yelling. The new supervisor came around asking why handle time had doubled. I showed him his message and my notes. I showed him three call recordings where the only content was me reading the script to a person who wanted the terminal number at Spokane. He told me to use discretion. I said the message said no exceptions and that QA would fail me if I skipped. He sighed and said he would clarify at the next huddle.
The clarification arrived as a bright green banner on our dashboard. Read the disclosure only when a payment is taken or a change incurs a fee. For informational calls and internal transfers use the short consent line. My handle time returned to normal. The queue cleared by end of day. QA sent an apology for the confusion and removed the fails for those who had followed the message too literally.
My favorite part was the end of shift stats. The team that complied the hardest had the worst numbers, including me. The note on the report now says agents were following the previous instruction. Every single call. Message updated.