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Performance

Let your agent’s performance determine which scripts work and which do not.  Although each script must be slightly tailored for each agent, there should be a master script to which every agent refers.  As a customer service representative gets to know the script, you can revise each script slightly to perfectly suit their style and ability.

If the call center’s top performers are serving customers (within your company’s guidelines) then leave them alone!  Most top agents have their own individual style of service, so it can not be easily be duplicated by the entire call center.  Instead, ask that other agents try to learn “key phrases” or “ key words” from the successful CSR’s and incorporate these into scripts that lower performing agents use.

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