The call center is a £2.5bn industry you do not want to make a mess of, so you have scripts to guide the agents. Without the right scripts, your agents may be like roamers without a compass and may not know the lawfully required language when answering agitated customers or closing sales.
Call scripting serves as a guide for agents in many ways, and a good call script can assist in transforming customer satisfaction.
1. Create an Actionable Script
Call scripting can lead to action when appropriately designed. First, find out what you want. Is it to make a sale, book an appointment or respond to a problem? You want to define your emergencies in a manner such that the contact centre agents can respond appropriately irrespective of the nature of the call.
2. Notify Your Customer that the Call Might be Recorded
Before a conversation with your customers, consent with them upfront. Explain that the recording could be used to serve them even better since it is unlawful to record their voice without their consent but important to satisfy them. In this case, seeking the customer’s consent does not only make your call centre compliant but also effective.
3. Opening a Conversation
Your agent has a single chance to create an impression, so you want to make sure the opening call is at its best by designing your call script in such a manner below:
- Make a brief introduction. The script should start the conversation with an introduction without taking time. The intro must be brief. Ensure the agent gives their name to inform the customer that they are speaking with a human agent and not a bot.
- Let customers know they are speaking with the right people. Make your customers know they are contacting the appropriate department by mentioning the company’s name in the concise introduction.
- Allow the customer to speak. The agent can conclude the short introduction by giving the customer the podium to explain their problem.
4. Personalise the Conversation
Except you are cold calling because you know nothing about your leads other than their phone number, the call script must be made personal. It also accommodates the customer by giving them a personalised experience with the company represented by the agent. The agent is then considered a trusted individual before the customer rather than a mere anonymous and scripted agent.
The call script should refer to customers by their names. In this regard, you create a room for familiarity, and the customer trusts the conversation.
You can try to analyse the customer pain points. Give your leads the feeling that the conversation has been thoughtfully customized for them alone.
5. Body of the Conversation
- Agents should know the customer’s name for personalisation. Ensure to have segments that display the name of the customer, which the agent would be referring to for customers to feel highly valued.
- Let the customer feel understood. You can include empathy statements to make your customers know that you are on their side.
- Create opportunities for customers to only reply yes or no. Ensure some opportunities for the customer only to answer “yes” or “no”. It tells them that you understand the problem and can solve it.
6. Closing the Call
Like opening a call, how you close a call provides the last-minute impression that could make the difference between whether your customers think your call service is excellent or poor. You want to make sure that you covered everything in the conversation and that the customer is satisfied.
- Let the customer know what an agent has done. The agent can be directed to summarise everything they have done for the customer during the call. It lets the customer know that the agent helped them.
- Find out what the agent missed. Your call scripting should find out what an agent did not solve. When closing, the customer should have the opportunity to mention anything the agent may have omitted.
- Agent must be thankful. The agent should thank the customer for their time. It shows the customer you are always willing to assist them.
7. Include Possible Scenarios in Your Script for Subsequent Calls
After each call, find out what callers might want whenever they contact your business. Endeavour to create a possible scenario. For example, is a customer calling for an appointment or requesting information on a product? Is the caller calling in for the pricing or emergency? Some customers can call your business, unsure of what to say. When the conversation is in progress, they quickly realise they need something else. It also gives you multiple possibilities to include in your script.
Additional Tips to Ace Your Call Scripting
- The conversation must remain conversational and straightforward
You do not want a script filled with jargon and buzzwords. Keep it from being wordy because although it may help the agent to sound knowledgeable, it affects the customer who is the centre of concern and may not be familiar with the terms.
The objective of the script is to provide your customers with a solution in an efficient and painless manner for the conversation to flow naturally and conversationally.
- Agents can adapt to the requirement rather than depending on the script excessively
While the script is a perfect guide, your agent must not overly rely on it. It is important for agents to improvise and adapt to the call in a fashion that suits the tempo or momentum.
Analyse the Best and Least Performing Agent Calls for Actionable Data
After each call or batch, ensure to find out about your best-performing agents and what they have in common. Learn about what makes a particular call unique.
You want to dive deep into the recordings and, perhaps, transcripts to find the words and phrases that enhance the mood of the conversation, the questions the agent asked that made the customer provide specific user information, best call openings, and many more. You also want to look at the ticket escalations that go smoothly.
Finally, integrate these findings into your call script software. And, the agent should always say them out loud and test them in a real-life environment. Appropriate adjustments and updates can be made where and when necessary.
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