Call centers are at risk when agents do not follow scripts!

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.”

Signing legal document

How do you ensure compliance?

Through effective training. Providing agents the training necessary can help promote compliance. While training is effective in most cases, there still exists the probability of human error. But, solutions are available to reduce these errors and increase compliance.