Script adherence is the degree to which agents follow the required call script during customer interactions, including specific phrases, disclosures, verification steps, and prohibited language. It can be evaluated at the call level (followed vs. not followed) or by checking completion of individual script elements.
Operationally, script adherence matters because it reduces compliance risk, supports consistent customer experience, and helps ensure critical steps (like identity verification, consent, or regulatory disclosures) are not missed. It also provides a clear coaching signal when performance issues are tied to process gaps rather than product knowledge or soft skills.
Teams commonly track adherence by sampling calls, scoring against a script checklist, and monitoring trends by agent, queue, and call type. Exceptions are often defined for situations where deviation is allowed (for example, when a customer asks an unrelated question) so adherence metrics reflect realistic call flow.
