Scripts are helpful to agents to disseminate information easily and ensure compliance. They protect the customers when services or products are sold to them over the phone. It also ensures that policies and changes are given to them consistently. But, this has increased valid complaints from them too.
The bottom line is to compose a script that will be flexible enough for both parties. Take note that this isn’t easy and will start a debate amongst call center veterans.
How to do it?
Create something that an agent can follow easily yet put blanks in appropriate places for them to modify when needed. Making it more natural and conversational will ease the tension altogether. Agents appreciate they have something to contribute to each call’s success. Get their feedback and include them as you write your scripts.
Customers are now satisfied and they get what they expect to hear. Believe it or not, the success rate will increase and complaints will go down. On a business perspective, calls are shorter and profits will rise.
Let me know how it works out. Perhaps we can have a mini workshop together and post good and bad scripts for everyone’s benefit.
I believe you are correct. Most of the time, a complicated script will ruin the operators system causing stumbling and errors. In prelim. account setup, the customer service representative should recognize a complicated script and work with the customer to find a happy medium.
Posted by: Internet Answering Service | February 15, 2006 10:33 AM | Permalink to Comment