Changes

<h2>Preparation</h2>• * Has the script been supplied and agreed with the ultimate client?• * Has the script been reviewed and tested with agents doing dummy calls on the script to ensure flow and understanding?• * Have all potential call flow eventualities been reviewed?• * Has training material been identified for the script?• * Do training and quality / testing approval mechanisms exist for the agents going onto this script?• * Have call-backs and “exceeds number of contacts” scenarios been scoped?