Ask the Experts | Should Your Call Center Go Off Script?

Having a carefully planned script for your call center and dispatchers to follow is critical for optimizing every contact with your customers. Yet, allowing the unique personality of your employees to come through on the call is equally important. On this week’s Ask the Experts video highlight, we review a question and answer from one of our Snapshot Surveys:

Are your dispatchers or call center trained to go off script when necessary?

Yes – 78%

No – 22%

EGIA’s faculty member Gary Elekes (Founder of EPC Training and iMarket Solutions) gives his expert advice on how to role play to help your call center and dispatchers learn when to improvise and when to stick to the script.

EGIA members can access the full archive of Ask the Expert recordings by logging in to their member dashboard.