We looked at ways in which people have already been hanging out together and recognised the joy that D&D and RPG games bring to lots of groups where the players build a world together. We thought this was a brilliant idea but we wanted to create an experience where the players were in control of the story and it could go pretty much anywhere. Katy Schutte had just run her Ghostwatch show which was an interactive experience where the audience were given roles to play and this all fed into the show which Katy was brilliantly managing from her role as a presenter. We were looking for a way to use improv to engage with our audience in a new way and provide opportunities for people to play together. Q: Ooh how intriguing! So where did the inspiration come from? Q: What should people expect when turning up to the event?Ī whole lot of laughs, an opportunity to play in a supported space and a friendly improviser ready to weave a story for you and your group. You play as part of a team trying to complete an ordinary, everyday task whilst things around you are going very, very badly wrong. Well That Escalated Quickly is an interactive multiplayer storytelling game. Q: Hey Ros! If had to sum up ‘Well That Escalated Quickly’ in an elevator pitch, how would you describe it? I was just so shocked that I got yelled at for that.Our Programme Manager, Ros Beeson, tells us all about how our new interactive storytelling game, ‘Well That Escalated Quickly’, was created and why you should come and play! It took several minutes to get her to accept the escalations team in place of a supervisor, but eventually, she said that was okay. I could not believe she was mad because I agreed to do what she requested. It really took my brain a few seconds to comprehend what she had said. Just return the item with the prepaid shipping label that was included, and I’ll go ahead and get started on a refund request.”Ĭaller: *Now shouting* “What?! I want to talk to your supervisor! So you’re not gonna come up with a solution? You’re just gonna do what I tell you to do?! Unbelievable! Get me a supervisor now!” I completely understand your frustration, and I am so sorry this happened. My contact rate is high already, I totally understand why she is upset, and she is asking for something I am capable of doing, so I decide to just push through my nerves and be helpful. She sounds pretty mad, so at this point, I consider contacting my escalations team, but we aren’t supposed to unless they specifically ask to speak to someone else.
I don’t want to deal with this or your company anymore!” I want to send you this crap back and just get a refund. I start to offer to send another item (required as our first solution) and she interrupts me.Ĭaller: “No! I don’t want that. I would be super frustrated in her shoes, too. She returned it and was sent another item which also turned out to be defective. Basically, she was sent a defective item. I give my introduction, and immediately the customer goes into a long rant about what’s going on.
Even if they don’t take over the call, it still counts on our contact rate. It’s called contact rate, and it counts what percentage of our calls we have to contact another department for. If customers ask for a supervisor, then we have to advise them that we do not have a supervisor available and that the escalations team has the same authority as a supervisor (they actually have more as far as what they can do for a customer) and get them to accept speaking with them.Īlso, any time we have to contact other departments, it counts against us in one of our performance-based incentives. During my first couple of months there, I got what is still probably one of the craziest customers I’ve ever spoken to. When I was still new at a call center, I was still very nervous about speaking to angry customers.
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