As we all know, a call center script is an important document. It provides telephone agents a guide to navigate calls. Often, scripts contain necessary verbiage, like disclaimers or disclosures. These legal phrases are necessary to maintain compliance with state laws and regulations. As a result, telephone agents must recite them during each phone conversation.
Noncompliance occurs when agents do not read the required script text. As a result, contact centers become subject to penalties, such as hefty fines. To ensure compliance, it is necessary for agents to adhere or “stick to the script.”