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Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think

As contact centers incorporate new technology and practices to keep up with shifting industry trends and competitors, call scripts remain one of the most widely used tools in the industry.

So how useful is the classic script for agents alongside a shift to a remote or hybrid work environment? Considering that remote agents are more isolated from their coworkers and managers, how does their script usage and the benefits they garner from scripts change?

The Conversation Excellence Lab surveyed 567 in-person, remote, and hybrid agents to learn the answers to the questions above.

We found:

• Remote and hybrid agents use their scripts slightly more than in-person agents — and their managers know it.
• Remote agents believe their scripts are less effective in comparison to in-person and hybrid agents.
• Hybrid agents have the most input in writing their scripts; remote agents have the least.

Click here to download the white paper.