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Why the Biggest Contact Centers Have the Least Effective Call Scripts

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals.

But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best. How do you scale compliance as your agent population grows? How do you QA calls when it becomes infeasible to listen to a representative sample? These challenges, among others, lead to unique scripting issues at larger contact centers. 

The Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry.

What we found:

• Workers in contact centers with over 1,000 agents have the least effective scripts.
• The biggest contact centers have the lowest reported rate of script adherence, despite what their managers think.
• In addition to having the longest reported scripts, the largest contact centers have the least agent involvement in script writing.

Click here to download the white paper.