At first glance, phone scripts may seem like something that isn’t necessary for your customer service calls. Many people feel like they can be more successful if they are allowed to handle calls their ...

Sky News has obtained a "deflection script" which confirms Universal Credit call agents were officially told to refer claimants online instead of addressing their concerns on the phone. The claims had ...

UNIVERSAL Credit staff were given a “deflection script” to encourage callers to get off the phone. The leaked document, which has been published by Sky News, advised staff to ask why the caller is ...

How many times have you called a company and the agent who answers sounds robotic? Chances are that the agent is reading off a call script. You are unlikely to get quality service from that agent or ...