Open with the purpose, not the process
Start by saying what the session is for in plain language. Customers should know that they will be asked to show an ID document on camera, answer a few identity questions, and stay in view while the agent checks the person against the document. Keep the opening short and steady, so the customer does not feel they have walked into a call centre script.
Good opening lines remove guesswork. They also reduce repeated questions later, because the customer already knows why the video is being used and what the agent will look for during the session.
- Say that the session is part of account opening or customer verification.
- Explain that the agent will compare the face on camera with the ID document.
- Tell the customer to keep the document close and the room well lit.
- Ask them to stay alone unless the process specifically allows another person.
Set the camera rules before the check starts
Many failed sessions begin with avoidable camera trouble. The script should ask the customer to place the device at eye level, hold it steady, and remove anything that blocks the face. If the connection is weak or the picture is grainy, the agent should say so early and ask for a better position before the verification moves on.
Use language that sounds calm and direct. Customers handle instructions better when they know exactly what to do with their hands, their phone and the document. A small amount of detail here saves time later, especially when the document has glare or the customer keeps moving out of frame.
- Check that the face is fully visible, with no hat or heavy tinting.
- Ask the customer to place the ID on a flat surface when requested.
- Explain that the agent may ask for the document to tilt left or right.
- Tell the customer not to switch cameras unless asked to do so.
Script the ID capture in clear stages
The document section works best in steps. First say which document to show, then ask the customer to hold it steady, then guide the capture of the front and back where that is needed. Keep the wording simple enough for a first-time user, but not so brief that they miss an instruction and have to start over.
Where a document number, expiry date or security feature needs checking, the agent should name that step before it happens. That helps the customer understand why the camera remains on the document for a little longer than expected. It also reduces confusion when the agent pauses to inspect corners, marks, reflection or the edge of the photo.
- Ask for one document at a time.
- Tell the customer to keep fingers away from the text and photo.
- Guide the angle if light reflects off the plastic or paper.
- Confirm each capture before moving to the next step.
Explain face comparison and liveness without jargon
Customers often hear technical terms and lose the thread. The script should say that the agent will compare the live face with the document photo and may ask the customer to blink, turn slightly, or repeat a movement. Those prompts are part of checking that the person on screen is present in real time and matches the identity record being reviewed.
Keep the tone factual. Do not make the customer feel tested or accused. A brief explanation of face comparison and liveness checks is enough. When the reason is clear, most customers follow the steps without hesitation and the session feels less tense.
- Say that the face check is part of the standard review.
- Use short movement prompts, one at a time.
- Ask the customer to stop talking while the camera check is underway.
- Repeat only the instruction that was missed, not the whole script.
Handle consent, privacy and record keeping with care
The script should tell the customer that the session is recorded or stored according to the business process, and that the information is handled for identity verification and related record keeping. Use plain wording that reflects consent, data handling and the need to keep a proper audit trail under POPIA-aware customer processes. There is no need for heavy legal language, but there must be enough clarity for the customer to understand what is happening.
When the customer asks what happens to the images or session notes, answer directly and stay within the approved process. A script that names privacy early feels steadier than one that waits until the end. It also gives the agent a clean line for sensitive questions without sounding defensive.
- Say why the recording or capture is being kept.
- Tell the customer when consent is part of the process.
- Use the approved retention wording for your business.
- Do not improvise on privacy or storage details.
Close the session so the customer knows what happened next
A useful close summarises the result in simple terms. The agent should say whether the session is complete, whether any item needs another look, and what the next internal step will be. Avoid vague endings that leave the customer guessing if they should stay online, wait, or do something else. A neat close is just as important as a neat start.
For business clients, the closing line can also point to escalation or refresh training where the process has changed. That matters when teams across Johannesburg, Pretoria, Cape Town, Durban or Gqeberha use the same script but have slightly different workflows. The wording should stay consistent, while still allowing for internal handover where needed.
- Confirm whether the verification is complete or pending review.
- Note any missing image, mismatch or technical issue in the handover.
- Use one closing line for each outcome, not a fresh script every time.
- Keep the customer informed about the final status of the session.
