Heresy in the workplace.

Well, you sound like a competent seller. I cant really understand the companys reasoning behind their stance.

Probably partly introduced because some of the interpreters are lousy during the less structured elements of the interaction. The lowest common denominator! One size fits all!

Personally, I would sooner face bumbling, human, inarticulacy than polished corporate speak. The true horror is this: an interaction that has been conducted with warmth and good humour will be wholly undermined and sullied by a contrived termination. What a sour note on which to end.

I know that what you do is very different from what I did at University of Phoenix, but that reminds me of an issue that I and several of my teammates used to have when I worked there. Our entire conversation with potential students was scripted, but one of the common complaints when we got quality scores back was "try not to sound so scripted." It's a little silly, and more than a little frustrating, but Art is right...things like this are usually geared toward the lowest common denominator.

Also, when I first read your post, I thought it said you HAD been sacked from your job, and I totally freaked for a second. But then I learned how to read and looked at the post again...

Heh, I always tell jokes and try and get the people off the script and interacting as human beings when I have to talk on the phone to a company - that sort of thing drives me nuts, especially when they're being polite off a script.