Why Do Agents Go Off Script? Mistakes vs Improvisation
Balto
JULY 7, 2022
When agents make mistakes on calls that lead to negative outcomes, it’s because they forget what to say and should be coached. When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. It may take a few sessions before coaching and training effectively sink in.
Let's personalize your content