In general, it's okay for a few things. If you can gather a script that is exactly as your customers will ask the questions, that's good.
What isn't good is when they get a question that they cannot act on. Your customers will hate this, and you'll also be causing your support agents (even if they're outsourced, they are people too) a lot of stress.
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[ 0.24 ms ] story [ 15.6 ms ] threadIn general, it's okay for a few things. If you can gather a script that is exactly as your customers will ask the questions, that's good.
What isn't good is when they get a question that they cannot act on. Your customers will hate this, and you'll also be causing your support agents (even if they're outsourced, they are people too) a lot of stress.