Companies would always think that being professional and formal will always work. It is standard, well accepted and ensures policies are communicated for compliance. To be fair, let’s see the difference between outbound and inbound. Scripts are inevitable in telemarketing or surveys. There are laws that we all need to follow. Due to the increase of strict policies to protect the consumer, agents have no choice but read the script word for word. Is this what customers want to hear? Again, probably not, until we get to verifying their information and reading through the agreement.
Outbound
This is where most complaints come from. Agents are comfortable with them that when a different situation presents itself, they struggle, and we expect the worst to happen. So, what should we do to keep both agents and the customer happy? Read on for the conclusion.
Every successful salesman knows that being flexible and reading a person like a book will close a sale. If they like what they hear, then it’s sold! So, does this mean we need to create a script for every personality? We can try but it will drive agents crazy and not even use it.
Inbound
The opening and closing spiel is the most popular pair. Words used in escalated calls are pretty common as well, endlessly apologizing to the customer. Next in line would be rattling on with terms and conditions and policies. The next level of script writing would be for agents that have difficulty expressing what they want to say most especially if it is technical in nature.
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» Scripts. Do they help the agent or the customer? from CallCenterScript
Ramping agents in a call center is usually difficult and it impacts training and development of agents. There is that sense of urgency to get them on the phones to answer hundreds of calls. Training is cut short just to... [Read More]
Tracked on: February 11, 2006 8:28 PM | Permalink to Trackback