Should Agents Be Allowed to Work Off-Script?

As a customer service administrator, you have a difficult task. Your job is to make sure that all of the agents working underneath you behave in a way that is both professional, and consistent with your brand’s identity.

For years, customer service administrators have used scripts to solve this problem. With this strategy, agents are given specific lines, with pre-formulated responses. This is one way of controlling conversations in both inbound and outbound communications.

It’s a strategy that Apple took to an extreme a few years back, by releasing a secret training manual called “How to Be a Genius.” This book — which is given to customer service representatives — uses psychology to help agents interact with customers effectively and amicably. The book essentially programs agents on how to respond to any question.

Your business doesn’t have to go to this level to provide great service, but there is something to be said for using scripts in the right situations (and knowing when to avoid them).

In some situations, for instance, agent scripts are always needed. For instance, when reciting legal terms and conditions, there is absolutely no room to go off-script. Agents must say the proper line at the right time, or it could result in a serious lawsuit. Insurance companies, for instance, are bound by this rule.

In other situations, though, it could actually be detrimental to the customer journey for an agent to remain on-script. For instance, a customer may express frustration about a policy and make an off-handed remark about the company. This is a great time for an agent to stop, acknowledge the customer’s complaint and let the customer know that the team is doing everything in its power to address the situation. What the agent says or does in this situation could go a long way in furthering, or ending, the customer relationship.

In other words, it’s okay for agents to veer of the path and show their human side when it’s done appropriately, and at the right time.

That being said, it’s not something that should be encouraged often. Inexperienced agents should not attempt talking on their own, as it’s an easy way to get trapped by a customer and possibly say or do the wrong thing. There is an art to customer engagement, and it must be properly taught.

At InfoCision, our Communicators are specially trained to handle just about any situation that comes their way over the phone. InfoCision also offers custom script writing, so that you can formulate dialogue that your target audience will resonate with. These scripts can be updated as often as they are needed.

To learn more about InfoCision, click here.