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Limit Conversation

Many call centers see a drop in efficacy when they tell agents, “don’t follow the script verbatim, be conversational and custom-tailor your scripts to each customer.”  While this may sound great in theory, we can’t forget about consistency.  Without consistency, how will you know what works and what does not?  Give your agents a basic guideline or “call flow” that they should follow on every call.  You do want your agents to sound conversational, however you don’t want them to do so at the cost of customer satisfaction.

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