3 representatives in the Philippines lied to me or can’t read from Directv notes in English, forced me to ask for a rep in the USA

They all read from scripts as most call centers have never seen, used or installed DTV service. Don't know what they did as they can't transfer calls either.  Wouldn't surprise me if they handling more business then just DTV. 

Outsourced call centers rely on scripts as they tend to work with many companies, so are not directly trained by DirecTV. Same with other companies who work with outsourced call centers.

Also after they acquired DirecTV, AT&T pushed heavily for script based even with their employees as that was their culture unlike DirecTV. With AT&T finishing the transaction of selling off DirecTV to the other owner, I am hoping they throw required scripts out the window and only have them as backup tools and not how they deal with customers.

@Juniper actually directv reps (especially tech support) have to follow scripts or get written up and this was way before ATT acquired them. Protection plan reps have to follow scripts to the letter or get written up they also have to upsell the protection plan even if the customer already has the highest level or you guessed it, get written up

@Wiegardt just out of curiosity what was the question?

@nabukl 

Certain scripts, like accepting service agreement, of course. But regular customer support, say those that may help the Customer Experience by Advancing it or their next level had a huge change to script heavy when AT&T took over. It was a change in culture that all reps had to be their cookie-cutter versions instead of connecting with the customer to find the best and agreed upon resolution.

But perhaps certain other departments that may have a narrow focus worked differently. Though I did appreciate that the retention/cancellation group worked on solutions instead of upselling like front line had.