1. There is no single answer to the questions (whether to write scripts or not, whether to follow them strictly or not).

It all depends on the tasks that the call center solves, on the type of product/goods/services and the sales chain devised, on the area of business.

Somewhere the sample call center script will be a panacea, and somewhere a blind requirement to comply with the call script will become a serious barrier between your product and your client.

But the rules of communication with the client must be prescribed and their observance must be controlled.

2. any statement on paper of the planned work (terms of reference, regulations, instructions, conversation scripts)

helps to calculate the risks in advance, helps to see the weak points and to strengthen them. From this point of view, it is important to write scripts. Click to visit.

3. Do we follow the scripts strictly?

Apply the principle of reasonableness, second and test in practice, first. The most reliable thing is to sit down to work on the script yourself. First, in a test environment with a colleague from another department, and then on real customers. A new universe will open up to you ;)